ServiceNow Engineer

If you’re passionate about building a better future for individuals, communities, and our country-and you’re committed to working hard to play your part in building that future-consider WGU as the next step in your career.

Driven by a mission to expand access to higher education through online, competency-based degree programs, WGU is also committed to being a great place to work for a diverse workforce of student-focused professionals. The university has pioneered a new way to learn in the 21st century, one that has received praise from academic, industry, government, and media leaders. Whatever your role, working for WGU gives you a part to play in helping students graduate, creating a better tomorrow for themselves and their families.

The salary range for this position takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs.

At WGU, it is not typical for an individual to be hired at or near the top of the range for their position, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is:

Grade: Technical 406Pay Range: $98,300.00 - $147,400.00

Job Description

Responsible for the research, design, development, analysis, testing, and implementation of software operating or application systems. Communicates project information to client, project manager, or other design personnel working on projects. Maintains good working relationships with clients and staff. Writes and maintains complete documentation. Supports team members and ensures established goals and deadlines are met. Keeps management informed of status and significant problems.

Job Profile Summary:

The ServiceNow Engineer is responsible for the research, design, development, analysis, testing, and implementation of applications on the ServiceNow Platform. They communicate project information to the client, project manager, or other design personnel working on projects. They maintain good working relationships with clients and staff. They write and maintain complete documentation. They support team members and ensure established goals and deadlines are met. They keep management informed of status and significant problems.

Essential Functions and Responsibilities:

• Design, develop, test, and deploy custom ServiceNow solutions.
• Work to support implementation of out-of-the-box ServiceNow products.
• Support University staff in troubleshooting ServiceNow issues.
• Interface with vendors on complex project engagements.
• Maintain an instance with many custom ServiceNow applications.
• Write documentation for capabilities on the platform.
• Help with quality assurance work on the ServiceNow team.
• Manage multiple tasks and responsibilities in high-pressure environments; excel at pinpointing and resolving problems in early project stages to avoid cost/time expenses.
• Integrate third-party products with existing ServiceNow infrastructure.
• Participate and contribute towards improving development processes and best practices.
• Research, design, and develop ServiceNow functionalities.
• Excellent verbal and written communication skills and the ability to work equally well in self-managed and team-based Agile projects.
• Work with internal customers to gather business processes and project requirements.
• Performs miscellaneous projects as assigned.
• Updates technical skills as required.
• Performs other related duties as assigned.

Knowledge, Skills, and Abilities:

• Excellent working knowledge of JavaScript.
• Knowledgeable in client-side and server-side scripting.
• Knowledgeable about inbound email functionality.
• Knowledgeable about extending base system tables and dictionary overrides.
• Able to navigate the global scope and work in scoped applications.
• Able to build and utilize script includes.
• Able to build and execute GlideAjax calls.
• Able to integrate with systems external to ServiceNow.
• Versed in Data Source configuration and able to build and execute scheduled imports/exports.
• Project designs and plans are creative, employ useful technologies, meet deadlines, and fulfill goals and requirements.
• Project estimates are well-researched and accurate.
• Project testing procedures are effective and timely. Results are well-analyzed, and problems are corrected.
• Good communication and working relationships exist with clients and co-workers. Concerns are promptly addressed, and any problems are effectively resolved.
• Management is appropriately informed of area activities and of any significant problems.
• Company policies and procedures are closely followed.
• Good understanding of issue troubleshooting and performance tuning
• Commitment to quality through the ability to translate complex technical requirements into functional software using best practices to write high-quality code.
• Ability to navigate Now Support and file cases as necessary.
• Excellent verbal and written communication skills
• Excellent documentation habits.
• Working equally well in self-managed and team-based Agile projects and the ability to provide technical guidance and leadership to other team members.
• Encouraged to assist less experienced peers.

Competencies:

Organizational or Student Impact:

• Works on a variety of technical ServiceNow projects of moderate scope with some instruction.
• Uses discretion to prioritize work and evaluate problem-solving approaches.
• Limits errors to prevent impact to client operations, costs, or schedules.

Problem Solving & Decision Making:

• This position requires general supervision on all work.
• May help lead/coordinate small- to medium-scope projects.
• Guidance is required around project scopes and methodology.
• Work is generally reviewed for accuracy.

Communication & Influence:

• Communicates with contacts both within the department and function on matters that may require some explanation or interpretation.
• May work to influence parties within the department at an operational level regarding policies and best practices.

Leadership & Talent Management:

• May provide guidance and assistance to more junior technical professionals.

Job Qualifications:

Minimum Qualifications:

• Subject matter expert in the area of responsibility or working knowledge of several technical areas.
• ServiceNow Certified System Administrator Certificate or equivalent experience.
• ServiceNow Certified Application Developer Certificate or equivalent experience.
• Requires a technical university degree or 2-3 years of experience developing on the ServiceNow platform.

Department Specific Minimum Qualifications:

• Bachelor's degree in computer science, Information Technology, or related field, or equivalent experience.
• 3+ years' experience and a proven track record in developing and implementing ServiceNow applications.
• Experience integrating ServiceNow with external databases or systems.

Preferred Qualifications:

• HTML/CSS
• Angular
• Bootstrap
• Jira
• Agile/Scrum project development
• IDM/OSSO
• SQL
• Oracle or other database interface
• Integration with external systems.

Position & Application Details

Full-Time Regular Positions (classified as regular and working 40 standard weekly hours): This is a full-time, regular position (classified for 40 standard weekly hours) that is eligible for bonuses; medical, dental, vision, telehealth and mental healthcare; health savings account and flexible spending account; basic and voluntary life insurance; disability coverage; accident, critical illness and hospital indemnity supplemental coverages; legal and identity theft coverage; retirement savings plan; wellbeing program; discounted WGU tuition; and flexible paid time off for rest and relaxation with no need for accrual, flexible paid sick time with no need for accrual, 11 paid holidays, and other paid leaves, including up to 12 weeks of parental leave.

How to Apply: If interested, an application will need to be submitted online. Internal WGU employees will need to apply through the internal job board in Workday.

Additional Information

Disclaimer: The job posting highlights the most critical responsibilities and requirements of the job. It’s not all-inclusive.

Accommodations: Applicants with disabilities who require assistance or accommodation during the application or interview process should contact our Talent Acquisition team at [email protected].

Equal Employment Opportunity: All qualified applicants will receive consideration for employment without regard to any protected characteristic as required by law.