Principal ServiceNow engineer

Southern New Hampshire University is a team of innovators. World changers. Individuals who believe in progress with purpose. Since 1932, our people-centered strategy has defined us — and helped us grow a team that now serves over 180,000 learners worldwide.

Our mission to transform lives is made possible by talented people who bring diverse industry experience, backgrounds and skills to the university. And today, we're ready to expand our reach. All we need is you.

Make an impact — from near or far

At SNHU, you'll have the option to work remotely in the following states: Alabama, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Maryland, Massachusetts, Michigan, Mississippi, Missouri, Nebraska, New Hampshire, New Mexico, North Carolina, North Dakota, Ohio, Oklahoma, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, West Virginia, Wisconsin and Wyoming.

We ask that our remote employees have access to a reliable internet connection and a dedicated, properly equipped workspace that is free of distractions. Employees must reside in, and work from, one of the above approved states.

The opportunity

Southern New Hampshire University is looking for a Principal ServiceNow Engineer will help grow our ServiceNow platform, and as a result, our Service Management practice. You will provide daily support and maintenance of the ServiceNow platform, work with partners to build, solutions and processes, reporting, supporting maintenance, service improvement, and new capabilities on the ServiceNow platform. The Principal ServiceNow Engineer serves as senior technical leader and escalation point for other engineers while creating solutions. You will work with diverse technologies using tools and automation to eliminate manual operations and create reliable and repeatable orchestration. You will establish standards of usage across the SNHU ecosystem. The Principal ServiceNow Engineer works with other engineers to identify efficiency opportunities, eliminate waste, and improve the resiliency of our infrastructure platforms, while working with application development teams to support continuous delivery of new capabilities. The Principal ServiceNow Engineer will report directly to the Senior Platform ServiceNow Manager, and will work remotely in any of our approved working states. #LI-Remote

What You'll Do:

• You will be a chief technical designer for ServiceNow code and architecture, responsible for overall ServiceNow code quality
• You will provide daily administrative ServiceNow support, including advanced support by troubleshooting, implementing bug fixes and root cause analysis
• You will monitor and report on health, usage, and overall compliance of the platform
• You will document and maintain policies, procedures and controls for operating the ServiceNow platform and its SDLC
• You will provide design, architecture, and development support to the ServiceNow platform
• You will design, prototype, implement, test, and deploy business rules, technical solutions, such as client scripts, UI pages/actions/policies, scheduled jobs, import sets and transform maps, ACLs and notifications
• You will develop custom integration components (SSO, CMDB, SAS connectors) and integrate legacy systems with ServiceNow using mid-server, web services, chatbots, email and other relevant technologies
• You will support existing and custom applications within ServiceNow including integrations with other applications
• You will work with process owners to understand business functionality, pain points, and areas of improvements, including efficient usage of the platform
• You will create and use update sets to move customizations between ServiceNow instances
• You will design for and maintain an available and recoverable tier 1 environment
• You will evaluate the requirements given for a project or task to make sure they are detailed and detailed to promote accurate time and effort estimates.
• You will commit to the continuous improvement and learning of development and ServiceNow best practices and technology
• You will keep your ServiceNow skills current
• You will lead the administrative and development work of vendors and consulting staff
• You will mentor and share Technical knowledge with Service Management team
• You will assist department leadership by providing informal coaching and direction to others on the team
• You will be the subject matter expert for advanced issue analysis and resolution
• You will develop repeatable automation to deliver capabilities more efficiently
• You will bring solutions to problems improving mission-critical systems and implement automation to prevent recurrence
• You will deliver changes on production systems following Change Management standards
• You will be a senior escalation point for operations teams for incident and ticket resolution and participate in an on-call rotation as an escalation point
• Other responsibilities as assigned or required

What We're Looking For:

• 7+ years ServiceNow administration in an enterprise environment
• 7+ years of experience of ServiceNow development
• 5+ years of experience in IT Service Management process design
• ITIL foundation certification or equivalent ITSM certification
• ServiceNow System Admin Certification (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (CIS)
• Certified Technical Architect (CTA)
• Experience supporting the following Core ITSM/ServiceNow Process Areas: Incident, Problem, Change, Service catalog, Request, CMDB, and Knowledge
• Experience with ServiceNow Enterprise product suite
• Experience with the main technologies relevant to the ServiceNow integration solutions including: ServiceNow API's, SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS
• Experience applying business concepts into a technical solution
• In-depth experience with the core ServiceNow modules , including: ITSM, ITOM, SecOps, CSM, EAM.
• Experience creating reports using the standard reporting engine, plus metrics and Service level agreements
• Follow ServiceNow best practices (including scripting, security, implementation)

We believe real innovation comes from inclusion - where different experiences, perspectives and talents are celebrated. So if you're wondering whether SNHU is right for you, take the leap and apply. You might be just the person we're looking for.

Compensation

Exceptional benefits (because you’re exceptional)

You’re the whole package. Your benefits should be, too. As a full-time employee at SNHU, you’ll get:

• High-quality, low-deductible medical insurance

• Low to no-cost dental and vision plans

• 5 weeks of paid time off (plus almost a dozen paid holidays)

• Employer-funded retirement

• Free tuition program

• Parental leave

• Mental health and wellbeing resources