Senior ServiceNow Engineer

Senior ServiceNow Engineer

The Office of Technology and Innovation (OTI) leverages technology to drive opportunity, improve public safety, and help government run better across New York City. From delivering affordable broadband to protecting against cybersecurity threats and building digital government services, OTI is at the forefront of how the city delivers for New Yorkers in the 21st century. At OTI, we offer great benefits, and the chance to work on projects that have a meaningful impact on millions of people. You'll have the opportunity to work with cutting-edge technology and collaborate with other passionate professionals who share your drive and commitment to making a difference through technology. OTI seeks an experienced and forward-thinking Senior ServiceNow Engineer to drive the value, scalability, and security of the city's critical support infrastructure. In this role, you will bridge the gap between development and operations, working with internal business process owners and service providers to ensure seamless delivery of an enterprise ITSM system that is the core service management tool for 20 city agencies and the IT Service request system for all agencies.

Responsibilities will include:

• Develop and maintain solutions in OTI's ServiceNow system for ITSM, ITOM and CMDB processes.
• Work with Service Owners to gather complex requirements and implement forms, workflows and automation related to request management.
• Maintain existing platform implementation, working with process owners to update existing forms and workflows and addressing reported issues.
• Work with administrators, infrastructure teams and data owners to configure new infrastructure discovery.
• Maintain existing discovery implementation and proactively troubleshoot issues with data as well as issues reported by class owners.
• Integrate ServiceNow with external systems using API calls or integration platforms.
• Maintain documentation related to implemented functionality.
• Provide support and guidance to end users, demonstrating expected use of the system and troubleshooting reported issues.
• Partner closely with software engineering, security, and product teams to foster a DevOps culture, providing technical leadership and mentoring junior engineers.
• Perform special projects and initiatives as needed.

Hours/Shift: Day - Due to the necessary duties of this position in a 24/7 operation, candidate may be required to work various shifts such as weekends and/or nights/evenings.

Work Location: Brooklyn, NY