Careers at UMass Amherst

About UMass Amherst

The flagship of the Commonwealth, the University of Massachusetts Amherst is a nationally ranked public land-grant research university that seeks to expand educational access, fuel innovation and creativity, and share and use its knowledge for the common good. Founded in 1863, UMass Amherst sits on nearly 1,450-acres in scenic Western Massachusetts and boasts state-of-the-art facilities for teaching, research, scholarship, and creative activity. The institution advances a diverse, equitable, and inclusive community where everyone feels connected and valued—and thrives, and offers a full range of undergraduate, graduate and professional degrees across 10 schools and colleges, and 100 undergraduate majors. We believe every member of our university community can contribute to our ongoing success by striving for the highest level of excellence as we seek breakthrough solutions to mounting environmental, social, economic, and technological challenges in our world. 

Job Summary

ServiceNow Engineer I is essential in maintaining, growing and guiding critical platforms and tools across campus. Working closely with stakeholders, project managers, subject matter experts and other ServiceNow Engineers, this individual primarily focuses on the many facets of the ServiceNow platform, including but not limited to primary development, programming/configurations, requirement gathering, technical analysis, user & group management, reporting, emergency response, production administration, implementing new modules, risk adverse customizations and integrations.  Due to the extensive development and analytical skills required by this position, this individual may be tapped to develop and maintain other systems according to departmental priorities.

Essential Functions

• Designs solutions within the ITSM platform environment including modifications to applications, integrations, user interfaces/workspaces, and workflows as well as new automations, enhancements, and modules to improve user experience.
• Maintains, develops, configures, and administers all ITSM platform environments and instances for the entire campus.
• Develops, codes and tests solutions and enhancements including new modules, functionality, reports, user interfaces, integrations and automations. Assists in the development/release cycle and follows change management and code migration best practices. Applies development skills to assist in maintaining other departmental priorities, systems, integrations, etc.
• Performs in-depth technical analysis and limited requirement gathering by leveraging: analytical techniques, current system documentation, business processes/rules/logic, data gathering to solve complex issues, and key performance indicators.  
• Develops diagrams/flows, plans and technical requirements. Follows best practices for documenting code, configurations, changes, requirements and solutions.
• Assists technical teams in translating various application functionality into technical solutions consistent with campus IT architecture and standards.  
• Performs operational and maintenance functions required by the ITSM platform, integrations, modules and various user groups.  Provides data loading/cleansing, troubleshooting, issue resolution, user assistance, system patching/upgrades, system monitoring and configuration support.  Ensures access, permissions and data confidentiality are rigorously maintained and monitored.
• Provides mentoring, tier 3 support and demonstrations of the ITSM platform. 

• Master’s degree in computer science, mathematics, engineering or other related field with 2 years of advanced programming and database experience OR a Bachelor’s degree in computer science, mathematics, engineering or other related field with 4 years of advanced programming and database experience.
• Strong background in UI design and technical analysis.
• Extensive experience with enterprise ITSM platforms (such as Remedy or ServiceNow.)
• Possesses strong software development and programming skills, including experience with JavaScript or other object-oriented languages.
• Ability to programmatically integrate different systems & services.
• Expertise with many facets of ITSM platform development, administration and maintenance. 
• Excellent understanding of ITIL principles and how they shape platforms and tools. Ability to gather requirements from many, potentially conflicting, sources and deliver solutions following ITIL best practices with limited resources.
• Strong analytical, interpersonal and communication skills; and ability to influence decision-makers and stakeholders
• Excellent oral and written communications skills, especially in technical consultation, writing and diagrams.
• Must be able to work effectively, in a highly organized manner, paying close attention to detail; accountability and reliability in meeting project deadlines and requirements.
• Must be a certified Administrator or Developer in major ITSM platform and taken official ServiceNow training courses.

Preferred Qualifications (Knowledge, Skills, Abilities, Education, Experience, Certifications, Licensure)

• ITIL certification.
• Experience implementing new ServiceNow modules (e.g. HAM Pro, Interactions, Workspaces, CSDM, CMDB, Change Management, On-Call Scheduling, Virtual Agent, etc.)

Work Schedule

• Monday - Friday, 37.5 hours per week.
• Some weekends and evening hours required.
• This position has the opportunity for a remote work schedule, which is defined by the University as an arrangement where the employee’s work location is to work from a site other than the UMass Amherst campus. As this position falls within the Professional Staff Union, it is subject to the terms and conditions of the Professional Staff Union collective bargaining agreement.