Service Management Engineer

Advantage Tech is searching for a Service Management Engineer for their client based out of Kansas City, MO


The IT Service Management Engineer is responsible for assuring the stability and performance of the ServiceNow platform.

This person is primarily responsible for system maintenance, upgrades, user management, fulfillment of administrative tasks, and performing upkeep of existing solutions.

This role will provide financial benefits to the company through improved quality, productivity, efficiency, and customer experience.


• Provide administrative support to the ServiceNow user base 
• Monitor and optimize the health, usage, and overall compliance of the ServiceNow platform 
• Identify system deficiencies and divergences from best practice within the product instance 
• Coordinate & execute platform upgrades & maintenance 
• Perform upkeep on existing solutions (e.g. business rules, UI policies, client scripts, ACLs, workflows, dashboard & reporting, data imports, service catalog development, etc) 
• Provide after hours and On Call Support as needed 
• Advise teams on design, development and overall best practice configuration of ServiceNow 
• Lead and implement the design and configuration of new solutions in ServiceNow 
• Maintain dashboards and report on KPIs & metrics in ServiceNow Performance 
• Document/Maintain functional business requirements, process flow diagrams, and business use cases 
• Assist the process for reviewing and improving policies and procedures to support an ITSM/ITIL framework 
• Leverage business analysis knowledge to drvie business process improvements 
• Work with ServiceNow’s development teams to implement the latest capabilities of ServiceNow’s products 
• Work with Systems Engineers and Administrators to define integrations and perform integrations and process automation using ServiceNow Orchestration, REST and SOAP web services 
• Create ITSM Governance standards and ensure that all changes to reporting, processes, and procedures are reflected 


• Bachelor’s or Associate’s Degree in the Technology Field or 4 or more years of equivalent professional experience 
• Three or more years of experience leading, developing, testing ServiceNow solutions 
• Three or more years of hands-on experience with ServiceNow components such as Service Catalog, Incident, Problem, Change, Asset, Release, Knowledge, Performance Analytics 
• Working knowledge of ServiceNow IT Operations Management (ITOM) suite of capabilities, to include MID Deployment, Discovery, CMDB, Orchestration, Event Management, Operations Intelligence, Service Mapping 
• Excellent knowledge in ServiceNow best practices and ongoing knowledge of latest ServiceNow features 
• Excellent understanding of ITSM processes based on ITIL v3 

Preferred Skills:
• Background in Java Scripting, XML, HTML, AJAX, CSS, JSON, PERL scripting, REST and/or SOAP 
• Two or more years’ experience working in a data center environment; or other relevant critical process environment 
• Certified ServiceNow Developer Certified ITIL v3 Foundation 

Key Attributes:
• Exhibit excellent interpersonal skills with all levels of the organization 
• Use organizational skills to determine prioritization and appropriate multitasking 
• Write concisely and speak clearly 
• Focus on scope, tone, and quality of processes and their respective documentation, as well as the associated goals, priorities, deadlines and weaknesses 
• Perform necessary and timely follow-up, escalating appropriately if necessary



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