Jr Systems Engineer - ServiceNow
Agoura Hills, CA

Job Description

Overview

PennyMac's ServiceNow Jr. Systems Engineer is development role responsible for supporting the Service Management platform tool (ServiceNow) in accordance with IT Service Operations, Delivery and Support requirements. The ServiceNow Jr. Systems Engineer works with ServiceNow platform users to identify, analyze, and update tool configurations; to meet process and usability requirements. Working under the guidance of senior engineers, the Jr. Systems Engineer will assist in maintaining the ServiceNow hosted environments, including platform upgrades, testing, migrations, problem research and resolution support as required.

Job Description

SUPPORT

* Demonstrates behaviors which are aligned with the organization's desired culture and values
* Administers PennyMac's ServiceNow hosted SaaS environments
* Supports ServiceNow platform users' issues regarding workflow, system usability, access, requests, reporting and dashboards

SOLUTION PLANNING

* Implementation and compliance to PennyMac's IT Service Management (ITSM) program including process and practice discipline
* Support the Project Manager in the gathering and analysis of business requirements
* Develop knowledge and experience of Service Management processes to design and deliver an exceptional user experience
* Understanding and awareness of system dependencies, relationships, and integration points to ensure proper solution interaction with other systems and capabilities

SOLUTIONS DEVELOPMENT

* Under the direction of more senior engineers, assist as necessary in development efforts, including design, testing, migrations, etc.; interfacing with platform users
* Assists in the configuration and customization of ServiceNow platform applications, modules, and integrations

TECHNICAL SKILLS

* Problem and defect investigation with resolution interaction with platform users and the ServiceNow vendor as directed
* Provide extension of platform capability using high-level scripting tools as needed to tailor ServiceNow to meet PennyMac requirements

Tool capability/functionality extension using modern development tools and techniques as needed to tailor ServiceNow to meet service requirements

Ideal Candidate will have the following:

* AA Degree or equivalent work experience
* Previous experience as a ServiceNow administrator or functional equivalent with technical knowledge of the ServiceNow tool
* Working knowledge of IT Service Management best practices and framework (e.g., ITIL). Familiarity with ITIL V3+; certification desired.
* Demonstrated support skills with experience working directly with stakeholders, customers, and end-users
* 1+ years' ServiceNow working experience with knowledge of platform administration, customization, design and implementation
* Experience using 3 or more ServiceNow applications; e.g. Incident, Problem, Change, Configuration, Service Catalog
* Experience and understanding of IT infrastructure services, processes, OS/development platforms, data center operations, end user support, etc.
* Experience working in a technical support environment, working in a team-oriented, collaborative environment
* Possess or obtain ServiceNow Certified Systems Administrator accreditation
* Advancement of technical scripting skills using JavaScript, Angular/JS, PowerShell and other high-level languages Ability to appropriately respond and adapt to changing priorities
* Excellent written and verbal communications, problem solving, and analytical skills
* Demonstrates strong work ethic and commitment to professional, continuous development
* Must possess excellent interpersonal skills to relate to executive management, business customers, vendors and technical IT teams

Years of Experience: 3 Education:Associate's Degree