At NICE, we don’t limit our challenges. We challenge our limits. Always. We’re ambitious. We’re game changers. And we play to win. We set the highest standards and execute beyond them. And if you’re like us, we can offer you the ultimate career opportunity that will light a fire within you.
Senior Cloud Operations Engineer
Location: Salt Lake City, UT
The Senior Cloud Operations Engineer is a member of the ITSM Tools Team which is responsible for managing the operations of ServiceNow environments, integrations to ServiceNow and the notifications tool. The Senior Cloud Operations 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.
Financial Responsibilities:
- Submit Purchase Order requests.
- Adherence to departmental budgets
- Manage contract renewals and maintain vendor relationships.
Major Functions/Responsibilities:
- 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 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.
- 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.
- 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.
This job description is not intended to be all-inclusive, and the employee will also perform other reasonable related business duties as assigned by the immediate supervisor and other management as required.This organization reserves the right to revise or change job duties as the need arises. This job description does not constitute a written or implied contract of employment.
Required Education, Experience, and Specific Job-Related Skills
Education Requirements:
- 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.
Experience Requirements:
- 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.
Experience Preferred:
- 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.
About NICE
NICE Ltd. (NASDAQ: NICE) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations, to deliver extraordinary customer experiences, fight financial crime and ensure public safety. Every day, NICE software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. Known as an innovation powerhouse that excels in AI, cloud and digital, NICE is consistently recognized as the market leader in its domains, with over 8,500 employees across 30+ countries.
NICE is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, age, sex, marital status, ancestry, neurotype, physical or mental disability, veteran status, gender identity, sexual orientation or any other category protected by law.
