Senior ServiceNow Engineer

About the role

For City Employees Permanent in This Title Only

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
• TO APPLY

Additional information

Only permanent employees in the title and those that are reachable on the current civil service list are eligible to apply.

• Interested applicants with other civil service titles who meet the preferred requirements should also submit a resume for consideration

SUBMISSION OF A RESUME IS NOT A GUARANTEE THAT YOU WILL RECEIVE AN INTERVIEW

Appointments Are Subject to Oversight Approval

This position is open to qualified persons with a disability who are eligible for the 55-a Program.

Please indicate in your cover letter that you would like to be considered for the position under the 55-a program

Qualifications & Requirements

• A master's degree in computer science from an accredited college or university and three (3) years of progressively more responsible, full-time, satisfactory experience in Information Technology (IT) including applications development, systems development, data communications and networking, database administration, data processing, or user services. At least eighteen (18) months of this experience must have been in an administrative, managerial or executive capacity in the areas of applications development, systems development, data communications and networking, database administration, data processing or in the supervision of staff performing these duties; or
• A baccalaureate degree from an accredited college or university and four (4) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
• A four-year high school diploma or its educational equivalent, and six (6) years of progressively more responsible, full-time, satisfactory experience as described in "1" above; or
• A satisfactory combination of education and experience equivalent to "1", "2" or "3" above. However, all candidates must have at least a four-year high school diploma or its educational equivalent and must possess at least three (3) years of experience as described in "1" above, including the eighteen (18) months of administrative, managerial, executive or supervisory experience as described in "1" above.

Additional information

In the absence of a baccalaureate degree, undergraduate credits may be substituted for a maximum of two (2) years of the required experience in IT on the basis of 30 semester credits for six (6) months of the required experience.

Graduate credits in computer science may be substituted for a maximum of one (1) year of the required experience in IT on the basis of 30 graduate semester credits in computer science for one (1) year of the required IT experience.

However, undergraduate and/or graduate credits may not be substituted for the eighteen (18) months of experience in an administrative, managerial, executive, or supervisory capacity as described in "1" above.