IT Service Operations Engineer

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The New York Independent System Operator (NYISO) manages the efficient flow of electricity on more than 11,000 circuit-miles of high-voltage transmission lines, dispatching power from hundreds of generating units across the state.

The New York Independent System Operator (NYISO) applies cutting-edge technology to operating a reliable electricity system, managing competitive markets for wholesale electricity, and planning for the Empire State's energy future. The NYISO's Information Technology department invites applications for a full-time IT Service Operations Engineer.

This position is responsible for administering, configuring, and supporting NYISO's ServiceNow platform. Key responsibilities include performing system installations, upgrades, and patching; developing workflows, business rules, client and server scripts; developing and configuring ServiceNow modules and custom applications, and maintaining application integrations within the platform. The role also involves monitoring system integrity, security, and performance, as well as creating and communicating platform standards and procedures.

In addition, this position participates in project teams, collaborates with application developers and infrastructure peers, and supports audit efforts to ensure compliance with corporate and regulatory standards. The position requires basic understanding of strategic IT planning and involves establishing and maintaining strong working relationships with IT partners, business customers, and vendors.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Define, design, and implement technical solutions on the ServiceNow platform to automate IT and business processes and improve operational efficiency.
• Configure and manage core ServiceNow platform functionality, including CMDB, service catalog, knowledge, Employee Center/portal, forms and workspaces, mobile applications, reports and dashboards, and Performance Analytics.
• Provide subject matter expertise as the primary developer/administrator on one or more of the following ServiceNow products: IT Service Management, IT Operations Management, Vulnerability Response, Security Incident Management, Software Asset Management, Hardware Asset Management, Business Continuity Management, Integrated Risk Management, and Workplace Service Delivery.
• Continuously monitor the health and performance of the ServiceNow platform, proactively identifying and addressing potential issues.
• Troubleshoot complex technical issues related to ServiceNow configurations, integrations, and customizations, and implement timely resolutions. Conduct root cause analysis and implement preventive measures.
• Configure and maintain the security of the platform, including access control lists (ACLs), roles, groups, logging, encryption, single sign on (SSO), and other properties required to secure and harden each ServiceNow instance.
• Manage all ServiceNow upgrades and patches across all environments.
• Evaluate new features in the platform with each ServiceNow release in the context of the suitability/applicability in the current NYISO environment.
• Create dashboards and reports to provide insight into metrics, trends, and key performance indicators.
• Write and maintain ServiceNow documentation, including knowledge articles, configuration guides and standard operating procedure and provide training and support to end-users on ServiceNow functionality.
• Provide technical guidance on ServiceNow best practices, proposing and enforcing standards and conventions across developers.
• Stay up to date with industry trends and emerging technologies to proactively suggest improvements and innovative solutions.
• Perform moderately complex work with minimal supervision; perform advanced and/or highly complex work with guidance.
• Able to work with a high degree of accuracy and have a strong attention to detail.
• Provides 24x7 technical support on a rotational basis. Due to our industry, advanced troubleshooting skills and analytics are required to ensure production services are restored within a very short timeframe.

QUALIFICATIONS:

• Bachelor's Degree (BS), Computer Science, Software Engineering, Information Systems, or similar technical program desired.
• 4+ years of experience in a structured IT environment or 2+ years working on the ServiceNow platform
• Must have a minimum of 2 years recent experience administering/configuring ServiceNow for senior-level consideration

CERTIFICATES, LICENSES, REGISTRATIONS

ServiceNow Certified System Administrator (CSA) or other ServiceNow certifications desired

ADDITIONAL REQUIREMENTS

• Experience configuring/developing ServiceNow user interfaces and workflows and understanding of the ServiceNow data model.
• Experience developing scripts using a variety of languages including JavaScript, Python, and Powershell.
• Understanding of front-end web frameworks (Angular, Bootstrap and React) and experience with HTML and CSS
• Understanding & experience with client and server APIs.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk, sit and use hands to perform routine office tasks. The employee is occasionally required to reach with hands and arms. The employee must occasionally lift and/or move up to 15 pounds. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

WORK ENVIRONMENT

The noise level in the work environment is usually moderate. Contact with staff and public will occur. Travel may be required to attend and/or conduct meetings, conferences and training. This position may require work on nights, weekends or holidays.

The NYISO takes pride in recruiting, developing and retaining highly talented individuals. In addition to competitive salaries, we offer a comprehensive benefits package and innovative reward programs.

At the NYISO, we realize the importance of balancing the availability of remote work with the inherent value of bringing people together to attain success in the areas of maximum collaboration, relationship building and growth, teamwork, innovation and problem solving, as well as professional development and mentoring. In this role, you will be required to work onsite from our Rensselaer, NY location several days per workweek, with the option to work remotely on the remaining days. You will also be expected to respond to all business needs that may require any increase to the regular onsite requirements.

All offers of employment will be made contingent upon the successful completion of a drug screening and background check.

The NYISO is an Equal Opportunity Employer and as such, does not discriminate in its hiring or employment practices.

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