Principal ServiceNow Engineer

Job Title:

Job Description

The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.

The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision.

Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year.

Join us and be part of this journey towards greater opportunities and brighter futures.

Job Summary: The Principal ServiceNow Engineer deals with all aspects of CTS’ ServiceNow environment, including configuration, development, administration, and support. This position plays a lead role in the development of strategies for optimal use of ServiceNow within CTS. The Engineer must be able to work in a highly changing and fast paced environment interfacing directly with internal customers and management. This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Job Duties and Responsibilities:

• Take a lead role in supporting ServiceNow and implementing ServiceNow solutions within CTS.
• Serve as a ServiceNow Subject Matter Expert (SME) and provide technical guidance to other Team members.
• Implement innovative ServiceNow solutions in ServiceNow as assigned.
• Integrate ServiceNow with other/legacy systems at CTS.
• Participate in the design and recommendations of overall system functionality.
• Configure and maintain the system ensuring consistency according to established governance.
• Collaborate with and support internal customers in the configuration and development of ServiceNow to support CTS business requirements.
• Assess user skill gaps and determine user training needs, develop and deliver ServiceNow user training.
• Collaborates with other team members to define and execute quality assurance measures including detailed test plans.
• Participate in audit activities related to the Incident, Request and Asset management processes
• Participate in an on-call rota to provide out-of-hours support.
• Comply with Cubic’s Quality Management System.
• Comply with Cubic Occupational Health, Safety and Environment policies and procedures.
• Comply with security in accordance with established policies and procedures of the organizations
• Other duties as requested.

Minimum Job Requirements:

Skills knowledge and experience:

• Bachelors’ degree in Computer Science related field.
• Minimum of 8 years of experience with ServiceNow analysis, configuration, development, and delivery of ServiceNow customizations and solutions.
• Experienced in full lifecycle ServiceNow implementations with excellent communication skills
• Experience with ITSM, CMDB, CSDM, ITAM, FSM, ITOM, HRSD and Performance Analytics desired.
• Preferably ITIL, ServiceNow System Administrator, and ServiceNow Implementation Specialist certified.
• Expertise as a Business Analyst, including requirements gathering, process modelling, gap analysis, story development, stakeholder management, etc.
• Expertise in troubleshooting ServiceNow system issues.
• Expertise in developing custom applications within ServiceNow.
• Expertise with client-side and service-side scripting using JavaScript and Jelly.
• Expertise with building Service Portals and using HTML, CSS and AngularJS.
• Expertise with legacy workflows as well as Workflow Studio.
• Experience with Integration Hub and Web Services Integration (SOAP, REST) desired.
• Experience configuring and maintaining MID servers desired.
• Experience developing and maintaining ServiceNow Mobile applications desired.
• Experience working with Agile (Scrum) project team development environments.
• Able to write detailed documentation (project specifications, requirements, and plans) for both technical and nontechnical audiences.

Personal Qualities

• Self-motivated with the ability to work individually and as part of a team, handle multiple tasks, effectively set expectations, manage work, and deliver results.
• Ability to motivate and mentor others to achieve individual and shared goals.
• Resolute attitude with focused, high-energy levels.
• Excellent written and verbal communication skills with the ability to communicate effectively at all levels.
• Diligent, with good attention to detail.
• Able to problem solve and find effective and timely resolutions.
• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach and collaborate effectively with individuals and other departments.
• Ability to analyze and solve technical problems

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