IND Senior Staff Engineer, Infrastructure

Position Overview 

This individual will be a key part of the Workplace Tools and Automation Team.  The primary focus will be to drive automation initiatives, develop robust reporting mechanisms, and create custom tools tailored to the organization’s evolving needs with a focus on ServiceNow customization and integrations.  Collaboration is essential to this role, as you will work closely with peer teams and various business representatives to deliver solutions aimed at enhancing both organizational efficiency and user experience.   

Key Responsibilities 

• End-to-end delivery of ServiceNow catalog requests, ensuring Business Requirements (BRQ) documents are kept up-to-date, and providing support for any incidents or enhancements to the service in support of automation goals.  

• Participate in Code review, Code releases and weekly development huddles in coordination with the ServiceNow Development Team  

• Perform thorough testing of your supported ServiceNow services during each platform upgrade to ensure continued functionality and stability  

• Architect, develop, and maintain automation solutions using VB.NET and C# within Visual Studio environments.  

• Design, implement, and support SQL Server database solutions for complex reporting and data feed management.  

• Build, maintain, and enhance Power BI reports, Power Automate flows for cloud-based automation, and PowerApps for business process improvement.  

• Integrate and utilize SOAP & REST APIs for data exchange, including development and consumption of APIs using JSON and XML formats.  

• Utilize Nexthink as the primary DEX tool for proactive monitoring, analysis, reporting, and automation to enhance digital employee experience and identify automation opportunities.  

• Design complex reporting solutions from scratch,  maintain and enhance existing dashboards and analytics.  

• Provide training and knowledge transfer to peers and junior engineers.  

• Partner with business customers and technology support to drive change management and client strategy.  

• Mentor and guide others in solution development and implementation within specific technology areas.  

Required Skills & Experience:  

• Deep knowledge of the ServiceNow platform and ITSM modules – especially Incident, Problem, Change, and Service Catalog/Request Management – including experience configuring and customizing these modules to meet business requirements.  

• Experience integrating ServiceNow with external systems via REST and SOAP APIs, as well as data formats such as JSON and XML, to enable seamless data exchange between systems.  

• Solid understanding of IT Service Management processes and the ITIL framework. Able to design automation in alignment with standard incident and request lifecycles and aware of best practices in service management   

• Proficient in VB.NET and C#, with hands-on experience developing custom applications and automation solutions to meet a variety of business needs.  

• Experience with SQL Server and Power BI, including designing, building, and maintaining robust data management and reporting solutions.  

• Demonstrated capability to design and deliver complex reporting solutions, ensuring accurate and actionable insights for stakeholders.  

• Experienced in working with Azure M365 and AWS platforms, supporting a range of cloud-based services and solutions.  

• Possesses strong communication, collaboration, negotiation, and mentoring skills. Capable of presenting and conveying complex ideas effectively, using both technical and user-friendly language tailored to diverse audiences.  

• Demonstrates the ability to analyze and resolve high-complexity technology implementation problems. Experienced in change management, as well as the operationalization of new technologies and services, ensuring smooth transitions and effective adoption within organizations.  

Nice to Have  

• ServiceNow Certified System Administrator (CSA) is required and Certified Application Developer (CAD) certification is preferred, as they demonstrate validated expertise on the ServiceNow platform. Additionally, a ServiceNow Certified Implementation Specialist (CIS) certification—especially in ITSM—and an ITIL Foundation certification are desirable.  

• M365 Cloud certifications and App Development certifications are also highly desirable, as they demonstrate a strong foundation in cloud technologies and application development, further validating expertise in implementing, managing, and optimizing modern IT solutions.