• Sr Systems Engineer - ServiceNow

    Requisition ID
    US-CA-Agoura Hills
    Position Type
  • Overview

    PennyMac’s ServiceNow Sr. Systems Engineer is responsible for supporting the Service Management platform tool (ServiceNow) in accordance with IT Service Operations, Delivery and Support requirements. The ServiceNow Systems Engineer works with IT operations managers to identify, document, and implement tool changes; including enhancements and customizations to meet process and usability requirements.  Additionally, the position is responsible for maintaining the ServiceNow hosted environments, performing upgrades, testing, migrations, and providing problem research and resolution support as required. The Sr. Systems Engineer is responsible for maintaining the environment 24/7 and may be required to work extended hours as necessary to maintain system integrity without impact to system users.

    Job Description

    • Administers PennyMac’s ServiceNow hosted SaaS environments
    • Leverage knowledge and experience of Service Management processes to design and deliver an exceptional user experience
    • Implementation and compliance to PennyMac’s IT Service Management (ITSM) program including process and practice discipline
    • Understanding and awareness of system dependencies, relationships, and integration points to ensure proper solution integration with other systems when applicable
    • Organize and Manage development efforts, including design, testing, migrations, etc.;  interfacing with vendors, users,  and management as necessary
    • Perform workflow customization, process automation, report development, dashboard creation, and system configuration
    • Tool capability/functionality extension using JavaScript and other techniques as needed to tailor ServiceNow to meet PennyMac requirements
    • Problem and defect investigation, resolution interacting with the ServiceNow vendor and related support sites
    • Provide expert-level support and technical mentoring including training and guidance of junior staff and administrators
    • Demonstrates behaviors which are aligned with the organization’s desired culture and values

    Ideal Candidate will have the following:

    • Associate of Arts Degree or equivalent work expeience
    • 5+ years of relevant experience
    • Previous experience as a ServiceNow administrator with expert functional and technical knowledge of the ServiceNow tool
    • Working knowledge of IT Service Management best practices and framework (e.g., ITIL). Familiarity with ITIL V2/V3; certification desired.
    • Demonstrated project delivery skills and experience working directly with stakeholders, customers, and clients
    • 4+ years’ ServiceNow working experience including engineering, design and implementation
    • Experience in 3 or more implementations of ServiceNow for Incident, Problem, Change, Configuration, Service Catalog
    • Demonstrated experience in engineering leadership working in a team-oriented, collaborative environment
    • Strategic, operational, and technical marketing and leadership skills
    • Ability to appropriately respond and adapt to changing priorities
    • Excellent written and verbal communications, leadership, presentation, problem solving, and analytical skills
    • Experience and understanding of IT infrastructure services that include LAN’s, WAN’s, telecommunications, hardware, software, desktop/server operating systems, data center operations, end user support, etc.
    • Demonstrates strong work ethic and commitment to professional continuous development
    • Must possess excellent interpersonal skills to relate to executive management, business customers, vendors and technical IT teams


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