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ServiceNow Manager/ Engineer - Morrisville, North Carolina

Overview

As a member of the corporate team, you’ll focus on enhancing the relationship with our clients as we provide outstanding business solution services. Within departments like Accounting & Finance, Human Resources, and Engineering, Conduent is actively staffing all teams with roles like Recovery Analyst, Client Services Specialist, and Senior Management Consultant. At Conduent, we give our employees the opportunity to further develop their career skills with the intention of growing them into leaders within the organization.

  • Full Time
  • Experienced
  • Professional Development Opportunities

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Success Profile

What will make you successful at Conduent?
Check out the traits we’re looking for and see if you have the right mix.

  • Adaptable 9
  • Detail-Oriented 9
  • Multi-Tasker 8
  • Strategic 10
  • Expressive Presenter 6
  • Conceptual 4
Traits are on a scale of 1 to 10

Addtional Traits

  • Insightful
  • Organized
  • Consistent
  • Efficient
  • Focused
  • Logical
  • Responsible
  • Versatile

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Rewards

  • Healthcare

    Conduent is proud to offer comprehensive and competitive benefits that reflect the value of our employees. Benefits will differ by country, please contact your recruiter for details specific to your location.

  • Balance

    Maintaining a work/life balance is the key to success.

  • Collaboration

    Department learning opportunities and company-wide digital knowledge share.

  • Compensation

    Competitive salaries.

  • Family Support

    Additional resources to support employees with families.

  • Professional Development

    Conduent offers programs to help advance the careers of our employees.

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Responsibilities

Description
Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve.
We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world.
Whether it’s digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning – Conduent manages and modernizes these interactions to create value for both our clients and their constituents. Learn more at Conduent.com.
If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.
After applying, please check your email (including spam folder) for updates on this position.
Job Summary for the ServiceNow Manager/Engineer
Deploy, configure, manage, enhance and maintain the standard Conduent IT Service Management tool suite that is used to implement our integrated Conduent IT Service Management processes, based on the ITIL® Service Management framework, to consistently deliver and manage IT services across our Conduent IT organization. Focusing on Service improvements and Vendor management.
Responsibilities:
  • Perform Conduent IT ServiceNow administration, maintenance and upgrades.
  • Perform Service Catalog request and offering tasks and administration.
  • Deploy Conduent IT Service Management (ITSM) workflows for Conduent ITIL®-based IT Service Management processes in ServiceNow.
  • Perform permissions management to allow people and/or groups access to their Conduent ServiceNow queues and work items.
  • Implement, configure and verify Configuration Item Management processes, procedures and workflows, ensuring accurate data.
  • Perform analytics, metric and KPI reporting within ServiceNow for distribution to Conduent teams.
  • Create and maintain accurate Conduent ServiceNow documentation.
  • Provide ITSM leadership experience and coaching process owners
Skills/Competencies:
  • Skills deploying and configuring ServiceNow is required; deploying and configuring on additional ITSM platforms (e.g. BMC Remedy, Cherwell, Mocrosoft System Center, etc.) is a plus.
  • Strong capability and skills using ServiceNow for setup, configuration, administration and maintenance tasks.
  • Experience performing ServiceNow upgrades and maintenance.
  • Experience with JavaScript, Ansible,  SOAP and REST APIs, and Integration of ITSM platforms
  • ServiceNow scripting or application development experience is a plus.
  • ITIL® v3 and 2011 Service Management Foundation-level knowledge, especially knowledge of key processes including Incident Management, Problem Management, Change Management, Request Fulfillment, Event Management, Access Management and Service Asset and Configuration Management.
  • Understanding of the ServiceNow platform and modules.
  • Strong verbal and written communication skills
  • Proven ability to use best practices and knowledge of internal or external business issues to improve products or services
  • Acts as a resource for colleagues with less experience
  • Decisions guided by policies, procedures and business plan
  • Solves a range complex problems; takes a new perspective using existing solutions
  • Exercises judgment within defined procedures; practices and policies to obtain solution
  • Failure to achieve results will cause delays in schedules, and the need to increase human resources and funds
  • Works independently; receives minimal guidance
  • Determines and develops approach to solutions
  • Work is evaluated to ensure objectives have been met
  • Frequently interacts inter-organizationally and with outside customer or vendor contacts
  • Interaction requires the ability to gain cooperation of others
  • May perform in a project leadership role
Education/Experience:
  • Bachelor's degree in Information Technology, Computer Science, or related technical field, or equivalent experience
  • Experience with ITOM, Event and Configuation Management, Orchestration are a plus
  • Experience deploying and configuring the ITIL® v3 and 2011 Service Management IT Service Management (ITSM) tool suites (Microsoft System Center, ServiceNow, HP Service Manager, etc.)
  • Familiarity with program and project management and information technology services delivery methodologies is highly desirable.
  • ITIL® v3 (2011) skills commensurate with ITIL® Foundation Certification level is required; assessor certification preferred; ITIL® Intermediate or ITIL® Expert level skills are a plus.
  • Experience working in an infrastructure technology environment highly desirable
  • Lean, Six Sigma, DevOps, TQM or QFD skills are a plus
  • Must be currently eligible to work in the US for any employer without sponsorship
  • Must consent to and successfully clear all required pre-employment screenings
  • Good troubleshooting, Log review and debug Skills
  • Demonstrated experience providing end-user support/system management for complex systems
Location: This position is located onsite in Lexington, KY or Raleigh, NC. No relocation assistance is provided.
Conduent is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national origin, age, gender identity, gender expression, sex/gender, marital status, sexual orientation, physical or mental disability, medical condition, use of a guide dog or service animal, military/veteran status, citizenship status, basis of genetic information, or any other group protected by law. People with disabilities who need a reasonable accommodation to apply for or compete for employment with Conduent may request such accommodation(s) by clicking on the following link, completing the accommodation request form, and submitting the request by using the “Submit” button at the bottom of the form. For those using Google Chrome or Mozilla Firefox please download the form first: click here to access or download the form.

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