IT Service Operations Engineer

The New York Independent System Operator (NYISO) is seeking a full-time IT Service Operations Engineer to administer, configure, and support NYISO's ServiceNow platform. The position involves defining, designing, and implementing technical solutions to automate IT and business processes, monitoring system integrity, security, and performance, and collaborating with IT partners, business customers, and vendors.

Requirements

• Define, design, and implement technical solutions on the ServiceNow platform to automate IT and business processes and improve operational efficiency.
• Configure and manage core ServiceNow platform functionality, including CMDB, service catalog, knowledge, Employee Center/portal, forms and workspaces, mobile applications, reports and dashboards, and Performance Analytics.
• Provide subject matter expertise as the primary developer/administrator on one or more of the following ServiceNow products: IT Service Management, IT Operations Management, Vulnerability Response, Security Incident Management, Software Asset Management, Hardware Asset Management, Business Continuity Management, Integrated Risk Management, and Workplace Service Delivery.
• Continuously monitor the health and performance of the ServiceNow platform, proactively identifying and addressing potential issues.
• Troubleshoot complex technical issues related to ServiceNow configurations, integrations, and customizations, and implement timely resolutions.
• Configure and maintain the security of the platform, including access control lists (ACLs), roles, groups, logging, encryption, single sign on (SSO), and other properties required to secure and harden each ServiceNow instance.
• Manage all ServiceNow upgrades and patches across all environments.
• Evaluate new features in the platform with each ServiceNow release in the context of the suitability/applicability in the current NYISO environment.
• Create dashboards and reports to provide insight into metrics, trends, and key performance indicators.
• Write and maintain ServiceNow documentation, including knowledge articles, configuration guides and standard operating procedure and provide training and support to end-users on ServiceNow functionality.
• Provide technical guidance on ServiceNow best practices, proposing and enforcing standards and conventions across developers.
• Stay up to date with industry trends and emerging technologies to proactively suggest improvements and innovative solutions.

Benefits

• Comprehensive benefits package
• Innovative reward programs