Sr. Systems Engineer - ServiceNow
Irving, TX

Job Description

Job Summary

Hilltop Holdings is seeking a Sr. Systems Engineer to work under the direction of the Application Support Team Manager. The primary responsibility of this role, is to provide day-to-day administration, configuration, and ongoing maintenance of the ServiceNow platform. This will include supporting processes like Call, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Service Portal, Performance Analytics and other service modules.

Essential Functions

* Production support of the ServiceNow platform which also includes monitoring, maintaining and resolving tickets through the queue management process
* Work with customers to understand their issues and resolve tickets within SLA
* Maintain and resolve tickets in 4 different queues
* Maintain SLAs on incidents, catalog tasks, and problem records


* Gather and prioritize customer requirements, and develop and implement products to meet the requirements
* Knowledge and experience working with JavaScript, Glide API, Business Rules, Workflows, Client Scripts, UI Policy, UI Actions
* Knowledge and experience working with ServiceNow Security features, administering Users, Roles, Groups, ACLs
* Should have in-depth configuration and development knowledge across all core ServiceNow modules - IM, PM, CM, KM, CMDB, Discovery, Catalog, Portal, SLA, Integration with other systems
* Identify requirement gaps to maintain a high degree of quality in the solution build and provide configuration options to meet specific requirements identifying respective pros and cons for each option
* Ensure that ServiceNow standard best practices are utilized for all configurations and customizations
* Provide training for each tool's functionality both in person and through other methods
* Document the technical requirements/as-built documentation
* Participate in project meetings/daily scrums and communicate development status
* Support multiple instances of the platform including Development, QA, and Production
* Code, test, debug, implement, and document highly complex programs
* Research information from existing systems, analyze program and time requirements
* Prepare time estimates and justifications for assigned tasks and provides recommendations to project managers


* Support project personnel in resolving fairly complex program problems
* Works with client and management to resolve issues and validate programming requirements within their areas of responsibility
* Provides technical advice on complex programming


* Work closely with the business analysts and development team to assist in the appropriate extension, integration or development of the platform
* Develop, publish and maintain statistical, management and custom reports


* Analyzing, creating proof of concepts, designing, developing and customizing business applications

Job Requirements

* Bachelor's degree and equivalent combination of education and experience
* Strong analytical skills with the ability to extensively analyze business processes and work flow
* Effective writing skills with the ability to document application configurations, system design and architecture
* Effective communication with customers, system administrators, team members and management and use sound judgment when considering enterprise impacts of technical decisions
* ServiceNow Certified System Administrator
* ITIL V3 Foundation Certified Bbonus
* Hands' on experience in Java/JavaScript and open source tools in a Windows Platform, MySQL and agile development environment
* Experience with database design schemas and data modeling
* Familiarity with JavaScript, JSON, AJAX, CSS, XHTML and XML
* Previous experience of working in a SCRUM environment
* Strong requirements gathering experience and ability to work with business users and clients
* A background in IT Service Management, CRM or BPM software is highly desirable
* 2+ years of ServiceNow experience preferred