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Hi ,

Role : ServiceNow Operation Engineer

Location : Remote

Contract

Job Description :

Major Responsibilities:
• Expert level understanding of ServiceNow.
• Sr. ServiceNow Operations Engineer is responsible for performing systems support activities (platform enhancements, platform engagements, etc.) and required participation in an on-call rotation (working incidents/requests) for support of systems outside of normal business hours.
• Follows documented procedures in the code migration process while ensuring service availability and general best practices are adhered to.
• Serve as Lead ServiceNow operations engineer responsible for implementing/using best practices as pertains to platform maintenance, stability, troubleshooting, upgrades, clone downs, etc.
• Ensure overall systems availability via good understanding of monitoring tools, thorough troubleshooting, code migration discipline and responsiveness in root cause analysis.
• Understand the large-scale thinking and approach needed for success of the platform.
• Work with Capability Owners and Platform Customers to translate their business challenges into actionable operational tasks.
• Proactively stay on top of new capabilities in the platform and educate team members and customers.
• Assist other Software Engineers on Scrum team with accuracy of estimates, comprehension of tasks and provide peer reviews of completed work.
• Good faith estimates of work engagements for various requests for self and team to enable prioritization as well as innovation.
• Assists other Operations Engineers on assigned weekly roles and work engagements with accuracy of estimates, comprehension of tasks and provide peer reviews of completed work.
• Serves as a technical lead contributing to and directing the operational efforts of engagements such as clone downs, upgrades, vendor network upgrades, post incident reviews, platform monitoring and analysis, etc.
• Mentors junior and mid-level Operations Engineers to allow for skill/knowledge development through advice, coaching, and training opportunities.
• Participates in recruiting, interviewing, and hiring of new software engineering resources.

Required Qualifications:
• Undergraduate degree or 6+ years of equivalent experience.
• 4+ years of experience with ITSM processes (Incident/Problem/Request/Change management).
• 4+ years of experience with Web-Services, AJAX, JavaScript, Business Rules, SOAP, REST SSO-SAML Setup and Integration of ServiceNow to Other Applications.
• Demonstrated knowledge of infrastructure design, implementation, administration, planning, developing.
• Full COVID-19 vaccination is an essential requirement of this role. UnitedHealth Group will adhere to all federal, state, and local regulations as well as all client requirements and will obtain necessary proof of vaccination prior to employment to ensure compliance.

Preferred Qualifications:
• ServiceNow Certified System Administrator or other ServiceNow certification.
• Experience with CI/CD pipelines.
• Excellent human relations skills to effectively interact with leadership and management, peers, business partners and vendors.

Competencies and Best Practice for High Performers

Software Engineering:
• Demonstrates ability to quickly learn and appropriately apply modern technologies to solve engineering.
• Designs, develops, and implements solutions that exemplify modern software engineering practices
• Enhances system design/architecture to simplify and improve resiliency in system interactions and dependencies.
• Contributes to or helps drive architecture/design, technology, and tool decisions and implementations.
• Implements and continuously improves agile software delivery, code management, and operations practices.
• Mentors junior team members in modern engineering practices, technologies, and patterns
• Maintains current perspective on technology trends, applying that to personal and team capability growth.
• Leads operations engagement reviews.
• Serves as the primary operations representative within high-level design/architecture, technology and/or tool decisions.
• Creates and maintains consistent platform knowledge/documentation and frequently performs ‘brown bag’ sessions with the Operations team to better understand certain technologies, troubleshooting techniques or general procedures.

Customer Centric/Design Thinking:
• Actively engages with users and customer feedback processes to improve personal and organization understanding of business, market, and customer’s perspectives.
• Considers the user experience, business impact and solution objective when participating in or leading feature/capability elaboration, troubleshooting challenges, design, and code migrations.
• Demonstrates understanding of cost of quality (correctness, usability, availability) and ensures customer/market quality requirements are addressed in solution requirements and designs.

Technology Acumen:
• Has knowledge of technologies and expands that knowledgebase when necessary.
• Understands what interdependencies exist and operates within them
• Stays current on trends within own domain and incorporates best practices into work

Business Acumen:
• Provides ideas on how technology can improve business processes.
• Incorporates business objectives when evaluating processes to remove redundancies and waste.
• Recommends solutions for multiple channels.
• Understands the financial implications of software (cost and benefits for both engineering and operations).

Technology Security Standards:
• Explains security standards to others.
• Identifies applicable security/data standards when reviewing supported process flows or during troubleshooting efforts and recommends controls to ensure compliance.

Analytical:
• Breaks complex topics into meaningful chunks of information.
• Sorts through large amounts of data to assess for relevancy.
• Seeks out multiple sources to gather information.
• Identifies cause and effect relationships between known and unknown variables.

Problem Solving:
• Eliminates variables to pinpoint root cause and validates assumptions.
• Assesses and understands dependencies of upstream or downstream systems.
• Acts in a fair and honest manner consistent with the Company’s Code of Conduct.
• Treats others with respect and maintains high standards of personal integrity.

Quality Management:
• Adheres to quality control guidelines & practices.
• Coaches and provides feedback to others on development of problem-solving skills.
• Tracks, identifies, and promptly reports issues that may affect solution quality and brings forward improvement recommendations.