ServiceNow IT Engineer Principal

We are a hybrid, remote-office company dedicated to growing our talent anywhere!

We have onsite locations in: Sioux Falls, SD,  Scottsdale, AZ,  Troy, MI,  Franklin, TN,  Dallas, TX

At Pathward, we take tremendous pride in our purpose to create financial inclusion for all™. We are a financial empowerment company that works with innovators to increase financial availability, choice, and opportunity for all.  We strive to remove barriers that traditional institutions put in the way of financial access, and promote economic mobility by providing responsible, secure, high quality financial products.

We are a team of problem solvers and innovators who celebrate our differences and know that our unique perspectives make us stronger and well-positioned for success.  We celebrate, and embrace, our team members through our *HUMBLE*HUNGRY*SMART approach, and we believe that we are strongest when we embrace the voices of our employees, customers, partners, and the communities we serve. 

About the Role:

Perform administration, configuration, and ongoing maintenance of the ServiceNow platform; including supporting and building processes like Request, Incident, Problem, Change, CMDB, Asset, Service Catalog, Knowledge, Service Portal, and other service modules as well as support for custom scoped applications that deliver enterprise-wide business processes. Work with IT infrastructure, operations, and business stakeholders to identify, document, and implement solutions; including enhancements and customizations to meet usage requirements. Responsible for maintaining the ServiceNow hosted environments, performing upgrades, testing, migrations, and providing problem research and resolution support as required.

What You Will Do:

• Proactively manage and oversee all aspects of the company ITSM tool / ServiceNow instance ensuring platform availability and reliability.
• Responsible for the development of workflows and applications within the ServiceNow platform, which support the streamlining and automation of business processes by using scripting tools and ServiceNow functionality to create automation for routine tasks being done in ServiceNow.
• Coordinates and maintains relationships with related the related ServiceNow process teams including, but not limited to Incident Management, Problem Management, Knowledge Management, Change Management, CMDB and Service Catalog.
• Responsible for user management, managing platform upgrades, development, QA, and production environments. Producing reports and dashboards based on defined measures, metrics and KPI.
• Act as the ServiceNow main point of contact for administration, configuration, monitoring, maintenance, and support of the ServiceNow platform and associated applications
• Responsible for developing and maintaining integrations between the ServiceNow and external systems, while also participating in weekly Change Review Board meetings, Weekly, Monthly Operations Reviews, etc.
• Works closely with stakeholders to obtain supporting information and data to develop a consistent view of product performance, quality, and operational support functions.
• Contributes to estimates on work in a timely manner and delivers against them
• Assists other IT departments with tasks and troubleshooting as needed.
• Evaluates new industry software and/or infrastructure technologies to stay current on emerging technologies and future expectations.
• Ensures the quality of applications and/or infrastructure technologies through testing applications and following IT standards and guidelines.
• Builds test data necessary to perform the tests, experience with automated test frameworks preferred.
• Responsible for ensuring applications and/or infrastructure meet security standards as defined by IT.
• Identifies and reports risks to technologies, experience with ServiceNow integrated Risk Management preferred.
• Understands the data as part of the technologies being supported.
• Helps to maintain documented processes, best practices, and standards.
• Other duties as

Specialization Areas: 

• Application Administration: Supports business line requests for customization of third-party Provides installation, maintenance and support for third party applications.
• Disaster Recovery: Understanding of IT infrastructure, network, storage, and security technologies to guide the preparation of related recovery Familiarity with Cloud is desirable. Project management, planning, and organizational skills.
• Business Intelligence: Analyze data requirement across the enterprise, consulting with stakeholders on business needs, translating business needs into analytics/reporting requirements, and interfacing with internal clients to ensure successful d