Lead Cloud Systems Operations

So, what’s the role all about?

The Lead Cloud Systems Engineer is a member of the ITSM Tools Team responsible for managing the operations of ServiceNow environments, the integrations to ServiceNow and the internal outage notifications tool. The Lead Cloud Systems Engineer will own the design, architecture, implementation, and management of the ServiceNow platform. This role will constantly look for opportunities to automate and integrate while working closely with stakeholders to provide desired outcomes. The ideal candidate will have a great understanding of ServiceNow architecture and design, along with strong leadership and communication skills.

How will you make an impact?  

• Work closely with cross-functional teams to deliver ServiceNow solutions.
• Work with process owners and other stakeholders to develop new capability themes as part of roadmap planning.
• Research and stay current in ServiceNow products and applicable integrated technologies.
• Work to identify opportunities for improvements and new functionality of ServiceNow/Workato/xMatters.
• Configure and enhance core application components, including Service Catalog, Service Portal, Knowledge Base, Change Management, Project & Portfolio, and Reporting.
• Gather business requirements from process owners and teams and translate them into technical requirements and user stories.
• Create and maintain a detailed view of the ServiceNow Architecture.
• Participate in the deployment of features and ServiceNow releases.
• Collect and report on key metrics as required.
• Contribute to yearly budget creation by providing detailed information related to required licensing quantities and costs.
• Effectively work under pressure and lead solutions with a sense of urgency.
• Speak in front of groups and lead/facilitate meetings.
• Create agenda materials in support of the Governance Board meetings.
• Build reports, gauges, and home pages.
• Drive cross-functional meetings to prioritize new features and functionalities.
• Lead platform upgrade planning and execution.
• Provide end-user support and training, including creating user documentation and delivering training sessions, to help users effectively utilize the ServiceNow platform.
• Stay updated with the latest ServiceNow features, functionalities, and best practices.
• Continuously improve skills and knowledge related to ServiceNow administration.

Have you got what it takes?

• Bachelor’s degree in Computer Science, Information Technologies, or related field, or an equivalent combination of experience, education, and training.
• ServiceNow Certified Systems Administrator
• ServiceNow Certified Implementation Specialist and ITIL 4 Foundation preferred.
• 5+ years of ServiceNow System Administrator and/or Development experience.
• Experience with ServiceNow development APIs and Single Sign-On configuration and administration.
• Experience with ServiceNow platform concepts, including forms, workflows, UI actions, business rules, and integrations.
• Experience deploying ServiceNow features and updates using a Change Management solution.
• Knowledge of the principles, methods, and techniques used in ServiceNow systems administration and support.
• Strong analytical and problem-solving skills to troubleshoot and resolve technical issues.
• Ability to work well within a team to learn and share knowledge.
• Ability to adapt to changing conditions and plans with well-reasoned decisions and minimal supervision. 
• A high degree of computer literacy, fluent with Microsoft Office applications.
• Excellent interpersonal skills, with the ability to collaborate and effectively engage with individuals at all levels.
• Proven ability to effectively manage priorities and timelines and achieve commitments.

You will have an advantage if you also have:

• Experience with ServiceNow ITSM, ITOM and ITAM.
• Experience migrating data and configurations from one ServiceNow instance to another.
• Experience using a FedRAMP instance of ServiceNow.
• Experience using ServiceNow with Sovereign Cloud.

What’s in it for you?

Join an ever-growing, market-disrupting, global company where the teams – comprised of the best of the best – work in a fast-paced, collaborative, and creative environment! As the market leader, every day at NICE is a chance to learn and grow, and there are endless internal career opportunities across multiple roles, disciplines, domains, and locations. If you are passionate, innovative, and excited to constantly raise the bar, you may just be our next NICEr!

Enjoy NICE-FLEX!

At NICE, we work according to the NICE-FLEX hybrid model, which enables maximum flexibility: 2 days working from the office and 3 days of remote work, each week. Naturally, office days focus on face-to-face meetings, where teamwork and collaborative thinking generate innovation, new ideas, and a vibrant, interactive atmosphere.