The New York City Department of Youth and Community Development (DYCD) invests in a network of community-based organizations and programs to alleviate the effects of poverty and to provide opportunities for New Yorkers and communities to flourish.

The goal of the ServiceNow Engineer is to provide subject matter expertise to lead new feature implementation, product upgrades, and run day to day support operations of DYCD’s ServiceNow implementation. This role will involve supporting the entire platform, ensuring seamless integration and functionality across various modules. The selected candidate will own the technical governance and code quality of all solutions deployed in support of Change, Asset and Incident Management.

The ServiceNow Engineer must align with platform architecture, product owners, and business partners for technical designs and technical implementation to ensure use cases are met in the most effective manner for the underlying ServiceNow platform.

The ideal candidate will be a technical expert in ServiceNow and takes pride in designing best in- class solutions that push the boundaries of platform capability. Collaboration with cross-functional teams is essential to ensure successful delivery of services. Responsibilities include but are not limited to the following:

- Oversee the day-to-day management and development of the ServiceNow solution.

- Own the technical governance for development activities.

- Develop and modify ServiceNow workflows, forms, lists, business rules, script includes, and UI components.

- Provide solutions through configuration and/or customization including, but not limited to user interface, workflow administration, reports, data imports, integration, custom scripting, and third-party software integrations by applying best practices.

- Review and analyze the effectiveness and efficiency of existing configurations and workflows to develop strategies for improving or further integrations leveraging ServiceNow.

- Administer ServiceNow and serve as tier 2 support.

- Identify ServiceNow system deficiencies and recommend solutions.

- Participate in creating and developing standards, best practices, support guidelines and procedures.

- Maintain comprehensive documentation of configurations and changes.

- Partner with integrations subject matter expert to use MID servers, APIs, web services, email and other relevant technology to integrate tools with the ServiceNow platform.

- Research new feature enhancements and functionalities in ServiceNow.

- Expand and Implement other ServiceNow modules catering the entire Enterprise Service Management spectrum.

- Engage in continuous improvement processes, including feedback loops and retrospectives.

1. A baccalaureate degree from an accredited college including or supplemented by 24 semester credits in computer science or a related computer field and one year of satisfactory full-time computer software experience in computer systems development and analysis, applications programming, database administration, maintenance and support, systems programming, data communications, mainframe development, mobile development, web development and design; or

2. A four-year high school diploma or its educational equivalent and five years of satisfactory full-time computer software experience as described in "1" above; or

3. Education and or/or experience equivalent to "1" or "2" above. College education may be substituted for up to two years of the required experience in "2" above on the basis that 60 semester credits from an accredited college is equated to one year of experience. In addition, 24 semester credits from an accredited college or graduate school in computer science or a related field, or a certificate of at least 625 hours in computer programming from an accredited technical school (post high school), may be substituted for one year of experience. However, all candidates must have at least a four-year high school diploma or its educational equivalent and at least one year of satisfactory full-time experience as described in "1" above.

- BS degree in Computer Science, similar technical field of study, or equivalent practical experience. - Strong hands-on experience developing and configuring on the ServiceNow Platform. - Previous experience leading teams through large enterprise transformation programs. - ITIL foundations certification. - ServiceNow certifications such as Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist. - Experience leveraging ServiceNow codeless technologies - Flow Designer and Integration Hub. - Experience with CMDB, and integration with other external tools . - Experience with Service Portal, Request Catalog and Automations across the ServiceNow platform. - Understanding of working with Web technologies such as SOAP, JSON, XML and Web Services. - Software development experience with one or more general purpose programming languages including but not limited to: Java, Python, JavaScript, JS Libraries and Frameworks. - Familiarity with DevOps practices, Agile methodologies, and CI/CD pipelines. - Solid team player with a "can do" attitude. - Extremely organized with strong time-management skills. - Ability to contribute to and lead projects. - Process and detail oriented, analytical and inquisitive. - Ability to deliver solutions to improve and automate complex and/or critical business processes. - Strong professional and interpersonal skills including creative problem solving, effective written and verbal communications, planned and organized coordination of cross functional teams, acute attention to detail and quality, and driven with the ability to self-manage. - Ability to effectively prioritize and execute. - Ability to maintain stability under pressure and be flexible and willing to modify plans and behavior when necessary. - Ability to multi-task across project/initiatives and deliver according to time commitments

This position is also open to qualified persons with a disability who are eligible for the 55-a Program. Please indicate at the top of your resume and cover letter that you would like to be considered for the position through the 55-a Program.

As a prospective employee of the City of New York, you may be eligible for federal loan forgiveness programs and state repayment assistance programs. For more information, please visit the U.S. Department of Education’s website at https://studentaid.gov/pslf/.

New York City Residency is not required for this position

The City of New York is an inclusive equal opportunity employer committed to recruiting and retaining a diverse workforce and providing a work environment that is free from discrimination and harassment based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy.