We are seeking a highly experienced Senior ServiceNow Engineer to join our remote team. As a Senior ServiceNow Engineer, you will play a key role in supporting applications within our ServiceNow enterprise instances. This role involves supervising the support queue, testing new upgrades and features, and maintaining the ServiceNow platform for availability, performance, and reliability. You will collaborate with cross-functional teams to identify, prioritize, and resolve operational issues, ensuring minimal impact on business operations, and will work with a community of engineers globally.
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Responsibilities
- Supervise support queue and respond to incidents
- Test new upgrades and features
- Manage and maintain the ServiceNow platform, ensuring its availability, performance, and reliability
- Monitor and manage incident, problem, and change management processes within the ServiceNow environment
- Coordinate with cross-functional teams to identify, prioritize, and resolve operational issues, ensuring minimal impact on business operations
- Resolve vulnerabilities
- Update plugins, patching and upgrade systems
- Work with a community of engineers globally
- Develop and implement detailed documentation for users and admins, documenting ServiceNow best practices, standards, and guidelines for configuration, customization, procedures for maintenance and troubleshooting
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- Minimum of 3 years of experience in ServiceNow operations or a similar role
- Bachelor's Degree in a related technical field; or equivalent related professional experience
- Proficiency in ServiceNow administration, including configuring and maintaining modules like Incident Management, Problem Management, Change Management, Service Catalog, Asset Management, and CMDB
- Experience in managing and troubleshooting ServiceNow workflows, business rules, notifications, and SLAs
- Strong knowledge of ServiceNow integrations with external systems and tools using APIs, web services, and middleware
- Strong communication and collaboration skills to work effectively with stakeholders and cross-functional teams
- Some familiarity with development languages such as JavaScript, HTML, CSS and AngularJS, PowerShell, and Shell Commands
- Ability to balance multiple assignments simultaneously
- Methodical, accurate and with attention to detail
- Excellent problem-solving and analytical skills, with the ability to diagnose and resolve complex technical issues
- B2+ English level proficiency
- Career plan and real growth opportunities
- Unlimited access to LinkedIn learning solutions
- International Mobility Plan within 25 countries
- Constant training, mentoring, online corporate courses, eLearning and more
- English classes with a certified teacher
- Support for employee's initiatives (Algorithms club, toastmasters, agile club and more)
- Enjoyable working environment (Gaming room, napping area, amenities, events, sport teams and more)
- Flexible work schedule and dress code
- Collaborate in a multicultural environment and share best practices from around the globe
- Hired directly by EPAM & 100% under payroll
- Law benefits (IMSS, INFONAVIT, 25% vacation bonus)
- Major medical expenses insurance: Life, Major medical expenses with dental & visual coverage (for the employee and direct family members)
- 13 % employee savings fund, capped to the law limit
- Grocery coupons
- 30 days December bonus
- Employee Stock Purchase Plan
- 12 vacations days plus 4 floating days
- Official Mexican holidays, plus 5 extra holidays (Maundry Thursday and Friday, November 2nd, December 24th & 31st)
- Monthly non-taxable amount for the electricity and internet bills
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