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Sirius Computer Solutions Engineer, Managed Services ITSM - ServiceNow Development in Des Moines, Iowa

Description

Position Summary:

The primary purpose of this position is to support the Managed Services ServiceNow Platform. This position will assist in developing the ServiceNow strategy by providing technical insight as it applies to the design and support of ServiceNow. This position will also be responsible for working with clients to integrate ServiceNow with clients’ Service management tools.

Primary Duties & Responsibilities

  • Supports the Managed Services ServiceNow platform by:

  • Configures and customizes the ServiceNow system, including creating workflows, custom UI, groups, roles

  • Utilizes MID server, web services (SOAP and REST), email and other relevant technology to integrate with externally hosted customer applications with ServiceNow

  • Researches capabilities of the ServiceNow platform, provides recommendations and implements solutions to meet business requirements

  • Manages production and non-Production (Dev, UAT) instances

  • Monitors health, usage and overall compliance of the application

  • Collaborates with business users, product owner and ServiceNow team to establish specifications and agree on timeframe for completion of assigned requests

  • Addresses and updates customer incident tickets and change orders, providing internal management and customer account managers with status information

  • Creates required reports in response to business user needs

  • Develops, documents, and maintains policies, procedures and associated training plans for the ServiceNow platform

  • Develops reusable assets (templates, tools, etc) for the Managed Services practice

  • Works with account management personnel to participate on conference calls and perform tasks in support of the client relationship

  • Partners with the Managed Services Continuous Improvement team on pre-sales support activity and design and scoping of services

  • Provides technical perspective to ensure a realistic estimation of scope, cost and level of effort for proposal generation

  • Works with project managers in the development and implementation of project plans and timelines

  • Complies with all time compliance and time entry guidelines

  • Training/Certifications: Attends training sessions, and obtains industry related certifications as determined by management

Position Requirements

Basic Qualifications -

  • Bachelor’s degree in Computer Science, Management Information Systems, Information Technology, Engineering, Mathematics or a related field

  • At least three (3) years of Information Technology work experience, to include:

  • Experience in system administration of a service management application, and experience using JavaScript or HTML

  • At least two (2) years of ServiceNow Portal Development Experience and ServiceNow Integration

Other Position Requirements

  • Demonstrated knowledge of web design

  • Demonstrated knowledge of LDAP/Active Directory, and relevant IT architecture experience

  • Demonstrated ability to acquire further technical skills

  • Demonstrated verbal and written communication skills

  • Demonstrated ability to multitask and prioritize workload

  • Demonstrated customer service skills

  • Demonstrated ability to investigate problems and utilize problem solving techniques

  • Demonstrated ability to establish positive working relationships and work as a team player in a managed services environment

  • Demonstrated ability to be resourceful in working with disparate client and internal departments to deliver meaningful solutions

  • Demonstrated ability to provide guidance and leadership to less experienced technical team members

  • Demonstrated ability to develop strong customer relationships and trust to secure future business

  • Demonstrated ability to achieve high levels of customer satisfaction

  • Demonstrated ability to effectively absorb information from various sources, then analyze and examine data in detail, and draw appropriate conclusions

Preferred Qualifications

  • At least five (5) years of ServiceNow Development experience

  • Experience with relational databases such as MS SQL Server

  • Managed Services experience

  • ServiceNow Certification

Data Privacy & Security

  • All Sirius employees are responsible to safeguard the information and information systems that they use or handle in the execution of their duties. Employees are obligated to know and perform their duties in accordance with Sirius policies, standards, and procedures related to security and report security violations to the appropriate Sirius authority.

  • Participate at hire and annually in the Information Security Awareness training as well as other required training identified by the Human Resources department.  Other data privacy and data security related regulatory training may be required based on your role or assignment.

The above primary duties, responsibilities, and position requirements are not all inclusive.

Sirius is an equal opportunity employer that values diversity. As a government contractor, Sirius takes affirmative action to employ and advance in employment qualified women, minorities, individuals with disabilities, and protected veterans; maintains a drug-free workplace; and participates in E-Verify.

Competencies

Demonstrates competencies defined for the Analyst through Specialist level, plus the following:

Communicates Effectively - Is effective in a variety of communication settings: one-on-one, small or large groups, among diverse styles and position levels. Attentively listens to others. Adjusts to fit the audience and the message. Provides timely and helpful information to others across the organization. Encourages the open expression of diverse ideas and opinions.

Tech Savvy - Anticipates the impact of emerging technologies and makes adjustments. Scans the environment for new technical skills, knowledge, of capabilities that can benefit business or personal performance. Rejects low-impact or fad technologies. Readily learns and adopts new technologies

Resourcefulness - Marshalls resources (people, funding, materials, support) to get things done. Orchestrates multiple activities simultaneously to accomplish a goal. Gets the most out of limited resources. Applies knowledge of internal structures, processes and culture to resourcing efforts.

Collaborates - Works cooperatively with others across the organization to achieve shared objectives. Represents own interests while being fair to others and their areas. Partners with others to get work done. Credits others for their contributions and accomplishments. Gains trust and support of others.

Client Focus - Gains insight into customer needs. Identifies opportunities that benefit the customer. Builds and delivers solutions that meet customer expectations. Establishes and maintains effective customer relationships.

Drives Results - Has a strong bottom-line orientation. Persists in accomplishing objectives despite obstacles and setbacks. Has a track record of exceeding goals successfully. Pushes self and helps others achieve goals.

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

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