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Job Summary: The Principal ServiceNow Engineer deals with all aspects of CTS’ ServiceNow environment, including configuration, development, administration, and support.  This position plays a lead role in the development of strategies for optimal use of ServiceNow within CTS.  The Engineer must be able to work in a highly changing and fast-paced environment, interfacing directly with internal customers and management.  This position typically works under general supervision and direction. Incumbents of this position will regularly exercise discretionary and substantial decision-making authority.

Essential Job Duties and Responsibilities:

• Take a lead role in supporting ServiceNow and implementing ServiceNow solutions within CTS.
• Serve as a ServiceNow Subject Matter Expert (SME) and provide technical guidance to other Team members.
• Implement innovative ServiceNow solutions in ServiceNow as assigned.
• Integrate ServiceNow with other/legacy systems at CTS.
• Participate in the design and recommendations of overall system functionality. 
• Configure and maintain the system ensuring consistency according to established governance.  
• Collaborate with and support internal customers in the configuration and development of ServiceNow to support CTS business requirements.
• Assess user skill gaps and determine user training needs, develop and deliver ServiceNow user training.
• Collaborates with other team members to define and execute quality assurance measures, including detailed test plans.
• Participate in audit activities related to the Incident, Request, and Asset management processes
• Participate in an on-call rota to provide out-of-hours support.
• Comply with Cubic’s Quality Management System.
• Comply with Cubic Occupational Health, Safety, and Environment policies and procedures.
• Comply with security in accordance with established policies and procedures of the organizations
• Other duties as requested.

Minimum Job Requirements:
 

Skills, knowledge, and experience:

• Bachelor’s degree in Computer Science or another relevant discipline.
• Eight (8)+ years of experience with ServiceNow analysis, configuration, development, and delivery of ServiceNow customizations and solutions.
• Experienced in full lifecycle ServiceNow implementations with excellent communication skills
• Experience with ITSM, CMDB, CSDM, ITAM, FSM, ITOM, HRSD, and Performance Analytics desired.
• Preferably ITIL, ServiceNow System Administrator, and ServiceNow Implementation Specialist certified.
• Expertise as a Business Analyst, including requirements gathering, process modelling, gap analysis, story development, stakeholder management, etc.
• Expertise in troubleshooting ServiceNow system issues.
• Expertise in developing custom applications within ServiceNow.
• Expertise with client-side and service-side scripting using JavaScript and Jelly.
• Expertise in building Service Portals and using HTML, CSS, and AngularJS.
• Expertise with legacy workflows as well as Workflow Studio.
• Experience with Integration Hub and Web Services Integration (SOAP, REST) desired.
• Experience in configuring and maintaining MID servers desired.
• Experience developing and maintaining ServiceNow Mobile applications desired.
• Experience working with Agile (Scrum) project team development environments. 
• Able to write detailed documentation (project specifications, requirements, and plans) for both technical and nontechnical audiences. 

Personal Qualities

• Self-motivated with the ability to work individually and as part of a team, handle multiple tasks, effectively set expectations, manage work, and deliver results. 
• Ability to motivate and mentor others to achieve individual and shared goals.
• Resolute attitude with focused, high-energy levels.
• Excellent written and verbal communication skills with the ability to communicate effectively at all levels.
• Diligent, with good attention to detail.
• Able to problem-solve and find effective and timely resolutions.
• Demonstrates excellent interpersonal skills with a willingness to share knowledge, coach, and collaborate effectively with individuals and other departments. 
• Ability to analyze and solve technical problems.

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