Position title: Senior Service Now Engineer

Position #: JR100796

The Senior Service Now Engineer within the Division of Information Technology (DIT) at the University of Maryland, College Park, serves as a key technical resource for the configuration, development, and maintenance of the Service Now platform. The position supports all implemented modules including Incident Management, Problem Management, Change Management, Service Catalog, Customer Portals, Knowledge Management, CMDB, Hardware Asset Management, and Customer Service Management.

Primary responsibilities for this position:

* Work closely with business stakeholders to understand their requirements to design easy-to-use solutions.

* Analyze complex business problems and translate them into technical designs that leverage the capabilities of the Service Now platform.

* Customize and configure Service Now applications using the platform's built-in features, such as UI policies, business rules, data policies, and client scripts. Leverage the Service Now platform's out-of-the-box functionalities and modify them as necessary to meet specific business requirements.

* Integrate Service Now with other systems and applications to ensure seamless data flow and interoperability. This involves designing and implementing integrations using web services, APIs, and other integration methods including REST, SOAP, or MID Server to connect Service Now with external systems.

* Follow Service Now development best practices and adhere to coding standards and governance guidelines. Maintain documentation of technical designs, development activities, and configuration changes.

* Stay updated with the latest Service Now features, releases, and industry trends to recommend and implement improvements.

* Ensure overall Service Now availability via good design/best practices, thorough testing, and responsiveness in root cause analysis.

* Partner with leadership to drive towards implementation of the platform roadmap.

* Demonstrate platform capabilities to show what is possible/recommended and rapidly prototype new solutions.

* Reliably estimate work effort for self/team to enable prioritization.

* 4+ years of experience administering or developing within a large scale implementation of Service Now.

* Experience in Java, Java Script and HTML.

Physical Demands:

* Work is performed in an office environment and requires the ability to operate standard office equipment and keyboards. Must have the ability to walk short distances, and/or drive a vehicle to deliver and pick up materials.

* Some evening and weekend work might be required.

Preferences:

* 4+ years of experience administering or developing within a large scale implementation of Service Now.

* Experience in Java, Java Script and HTML.

* Higher Education Industry Experience.

* Skill in oral and written communication.

* Skill in the use of Google Office products.

* Ability to perform multiple tasks, set priorities, and meet deadlines.

* Ability to multitask while demonstrating a commitment to customer service and sensitivity to a culturally and ethnically diverse community.

Additional Certifications:

* Service Now Certified Application Developer (CAD).

* Service Now Certified System Administrator (CSA).

Essential Duties and Responsibilities:

1 - Solution Design and Architecture:

* Gather business requirements.

* Analyze system capabilities.

* Designing robust and scalable Service Now solutions.

* Create technical design, define workflows.

* Determine the overall architecture of the system.

2- Development and Customization:

* Build custom applications, modules, and workflows using Java Script, Glide API, and other scripting languages.

* Configure the Service Now platform.

* Develop code, and implement functionality to meet specific business requirements.

3- Integration and Data Management:

* Handle integration tasks connecting Service Now with other systems and applications.

* Design and implement integrations using web services, APIs, and mid-servers.

* Ensure data synchronization and manage data consistency across systems.

4- Troubleshooting and Support:

* Troubleshoot and provide technical support.

* Investigate and resolve technical issues.

* Perform root cause analysis.

* Collaborate with support teams to ensure timely resolution of incidents provide guidance to other developers in troubleshooting activities.

5 - Collaboration and Teamwork:

* Collaborate with cross-functional teams, stakeholders, and business users.

* Participate in meetings.

* Provide technical guidance and work together with project managers, business analysts, and other stakeholders to ensure successful project delivery.

* Communicate effectively with team members, stakeholders, and clients to convey information and gather feedback.

* Create, maintain, and share documents, spreadsheets, and presentations using Google Docs, Sheets, and Slides. Schedule and manage appointments, meetings, and events using Google Calendar.

* Perform multiple simultaneous tasks, set priorities, and meet deadlines.

* Demonstrate a commitment to customer service and sensitivity to a culturally and ethnically diverse community.

* Other Duties as Assigned.

Additional Job Details:

Required Application Materials: Resume, Cover Letter, List of References

Best Consideration Date: 03/12/2025(Open Until Filled: Yes)

Salary Range: $130,000-$156,000

Please apply at: https://umd.wd1.myworkdayjobs.com/en-US/UMCP/details/Senior-Service Now-Engineer_JR100796?q=JR100796

Essential Position: This position is considered essential and may be required to work at the normal work location or an alternative location during a major catastrophic event, weather emergency, or other operational emergency to help maintain the continuity of university services.

Non-Regular Hours:  Some evening and weekend work might be required.

Visa Sponsorship Information:

* DIT will not sponsor the successful candidate for work authorization in the United States now or in the future.

* F1 STEM OPT support is not available for this position.

Minimum Qualifications:

* Education: Bachelor’s degree from an accredited college or university.

* Other: Additional work experience as defined above may be substituted on a year-for-year basis for up to four (4) years of the required education. Strong written and oral communication skills
* Experience: Four (4) years of professional experience supporting the operations, maintenance, and administration of information technology infrastructure.

Knowledge, Skills and Abilities:

* Ability to lead presentations with small to medium-sized groups.

* Able to organize and provide direction to junior staff members.

* A demonstrated commitment to customer service.

* Provides leadership and helps bridge the gap between team manager and team members on technical topics.

* Ability to effectively manage workload and delivery assignments on time.

* Skilled in the use of office productivity software such as Office 365 or Google Workspaces.

Job Risks: Not Applicable to This Position

Department: DIT-EE-Platform Services

Worker Sub-Type: Staff Contractual (C2) (Fixed Term)

Benefits Summary: For more information on Staff Contractual CII benefits, select this link .

Background Checks:  Offers of employment are contingent on completion of a background check. Information reported by the background check will not automatically disqualify anyone from employment. Before any adverse decision, the finalist will have an opportunity to provide information to the University regarding disclosable background check information. The University reserves the right to rescind the offer of employment or otherwise decline or terminate employment if the information reported by the background check is deemed incompatible with the position, regardless of when the background check is completed.

Employment Eligibility:  The successful candidate must complete employment eligibility verification (on Form I-9) by presenting documents that establish identity and work authorization within the timeframe required by federal immigration law, and where applicable, to demonstrate renewed employment authorization.  Failure to complete employment eligibility verification or reverification within the timeframe set forth by law may result in suspension or termination of employment.

EEO/AA Statement:  The University of Maryland, College Park is an Equal Opportunity/Affirmative Action Employer; all qualified applicants, including veterans and people with disabilities, will receive consideration for employment. UMD is actively engaged in recruiting, hiring, and promoting underrepresented communities. Please read the entire University of Maryland Equal Employment Opportunity and Affirmative Action Statement of Policy. Women, Minorities, Disabled, Veterans, and LGBTQ+ Welcome!

Diversity Statement: The University of Maryland, College Park, an equal opportunity/affirmative action employer, complies with all applicable federal and state laws and regulations regarding nondiscrimination and affirmative action; all qualified applicants will receive consideration for employment. The University is committed to a policy of equal opportunity for all persons and does not discriminate on the basis of race, color, religion, sex, national origin, physical or mental disability, protected veteran status, age, gender identity or expression, sexual orientation, creed, marital status, political affiliation, personal appearance, or on the basis of rights secured by the First Amendment, in all aspects of employment, educational programs and activities, and admissions.

Title IX Non-Discrimination Notice: The University of Maryland (UMD) does not discriminate on the basis of sex, gender identity or expression, sexual orientation, race, color religion, national origin, ethnicity, physical or mental disability, protected veteran status, age, genetic information or any other characteristic protected by law in its programs and activities. Specifically, Title IX prohibits discrimination on the basis of sex in UMD programs and activities, including with respect to admission and employment.

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