Lead ServiceNow Platform Engineer

Washington, DC, United States

Lead ServiceNow Platform Engineer

Cooley is seeking a Lead ServiceNow Platform Engineer to join the IS Enterprise Application Services team.

Position summary: The Lead ServiceNow Platform Engineer is responsible shepherding and growing the ServiceNow platform for the firm. The role will lead technical task efforts to facilitate the management of the Cooley's ServiceNow initiatives to ensure the platform aligns with the firm's business strategy across all US and International offices. The role will provide consultative technical leadership to the ServiceNow platform 3rd party vendor team, create/maintain the detailed view of the existing ServiceNow architecture, design, develop, configure, and customize the ServiceNow applications and services. Specific duties and responsibilities include, but are not limited to, the following:

Position responsibilities:

Ensure ServiceNow platform aligns with the Firm's business strategy, roadmap, and governance policies

Has ownership and oversight of the ServiceNow platform and any escalations, working with the external ServiceNow team

Serve as the technical expert for ServiceNow design and support issues

Take a lead role in ensuring that all ServiceNow applications are services are current, reliable, tuned, and accessible in accordance with service level agreements

Responsible for designing and implementing robust ServiceNow platform enhancements to improve functionality and the overall end-user experience

Preside over the ServiceNow Technical Governance Board and is involved in all governance components

Preside over design configuration decisions to ensure a seamless user experience that aligns with the platform design strategy

Manage and maintain ServiceNow CSDM (Common Service Data Model)

Design, develop, configure, and customize ServiceNow applications and services

Lead ServiceNow in the ideation and technical development of innovative solutions to streamline integration of ServiceNow and other firm 3rd Party applications

Work with Enterprise Systems Manager to provide strategic and operational oversight, create overall roadmap and shape demand for enterprise platform consumption

Work closely with the IS Enterprise Application Services management team to develop short and long-term strategies

Work with various ServiceNow internal clients, drive innovation, establish new approaches to improve productivity

Take a lead role in ensuring that all ServiceNow applications and services are current, reliable, tuned, and accessible in accordance with service level agreements

Build out dashboards and reports to deliver to IS Management and other members of firm leadership

Responsible for measuring the Platform's ROI

Prepare all documentation for the Architecture Committee reviews

Coordinate and perform installation of ServiceNow platform upgrades and fixes firm-wide

Responsible for keeping up to date on related technology trends and best practice in defined areas of expertise to offer insight and guidance to Information Systems leadership

Function as designer and planner for major application projects, collaborating closely with other technical colleagues and subject matter experts as well as 3rd party development shop resources

Work closely with colleagues in the Information Security and Information Governance Compliance teams to ensure compliance with firm policies related to information governance, data management, retention, privacy, and information protection for the ServiceNow environment

Responsible for the demand assessment process to prioritize and approve demands

Preside over the portfolio governance demand board

Perform a variety of complex tasks. Duties include:

Ensuring 24/7 access to ServiceNow applications that are continually protected and on-line

Constant tracking bugs, fixes, and testing of mission-critical applications

Researching anomalies and workarounds

Designing proper update and backup procedures, documentation of same, including functioning rollback plans

Responsible for change control and coordination of the release management process for ServiceNow

Evaluates and reports on the health of firm's ServiceNow instances

Ensures platform alignment with the business strategy

Provides consultative technical leadership to the platform team

Skills and experience:

Required:

After orientation at Cooley LLP, exhibit proficiency in the Microsoft Office suite, iManage and other firm applications

Ability to work extended and/or weekend hours, as required

5+ years of IS experience specializing in ServiceNow architecture, implementations, design, and development

ServiceNow expertise (supporting modules, configuration changes, identify performance issues)

Expertise and experience with ServiceNow and a focus on experience with discovery, and configuration management (CMDB)

Extremely proficient in ServiceNow as well as experience in interpreting the AJAX/JavaScript code to identify where ServiceNow templates can be used versus customization

ITIL understanding (change, incident, problem management), Hardware and Software Asset Management

Technical lead experience

Preferred:

Bachelor's degree or equivalent in computer science or related information systems experience

Advanced degree in related disciplines

Expertise with scripting languages such as JavaScript, Python, or PowerShell Web service proficiency (REST, SOAP) as well as XML and JSON knowledge

AJAX and Javascript knowledge to interpret code and help provide customization advice

Strong technical writing and documentation experience

Strong understanding of SPM (Strategic Portfolio Management)

Experience taking in requirements and coordinating with BA's and developers

Experience working with 3rd party technical vendors

Prior law firm experience

Professional certifications

Competencies:

Outstanding problem solver and ability to lead by example

Strong quantitative, analytical, strategic thinking and orientation to detail

Relies on experience and judgment to plan and accomplish goals

Exceptional customer service, initiative, and get-it-done attitude

Self-motivated with a strong desire to contribute to the success of the department and company

Communicate effectively at all levels within the organization

Flexible and agile, ability to reprioritize with changes in the business

Ability to work independently and under pressure in a fast-paced environment

Ability to meet deadlines and effectively complete operational and project-based assignments

Strong organizational skills including time and task management

Attributes expected of all candidates include responsibility, honesty, reliability, initiative, patience, attention to detail, determination, taking pride in one's work, and a desire to learn

Interpersonal skills necessary to interact and work productively as part of the Information Systems team, delivering high quality services to the firm and our clients

Excellent spoken and written communication as well as receptive listening skills, with ability to present complex ideas in a clear, concise fashion to technical and non-technical audiences

Service oriented mentality, high sense of ownership of the problems and requests assigned, focus on managing and resolving issues in a timely fashion, establishing, and maintaining communication with technology customers to keep them updated with status of their requests, initiating, and performing changes on the production systems and proactively escalating any issues that cannot be resolved within the established timeframes

Cooley offers a competitive compensation and excellent benefits package and is committed to fair and equitable employment practices. EOE.

The expected annual pay range for this position is $140,000 - $205,000. Please note that final offer amount will be dependent on geographic location, applicable experience and skillset of the candidate.

We offer a full range of elective benefits including medical, health savings account (with applicable medical plan), dental, vision, health and/or dependent care flexible spending accounts, pre-tax commuter benefits, life insurance, AD&D, long-term care coverage, backup care for children and/or adults and other parental support benefits. In addition to elective benefit options, benefited employees receive firm-paid life insurance, AD&D, LTD, short term medical benefits as well as 21 days of Paid Time Off ("PTO") and 10 paid holidays each year. We provide generous parental leave and fertility benefits. New employees will attend a detailed benefit orientation to learn more about our many benefits and resources.

#J-18808-Ljbffr