ServiceNow Engineer

Short Note: Client is looking for a candidate with strong experience working with ServiceNow MID Server. They will spend most of their time focused on ensuring the MID Server is running smoothly and functioning properly. Responsibilities will include: MID Server Operations: Monitor, maintain, and troubleshoot the MID Server to ensure uptime and performance. The MID Server ties into all of the VA locations which is used for discovery. All the info populates into CMDB so everything elated ot the NA is in it Issue Resolution & Triage: Perform first-level triage and resolve issues related to the Mid Server and the ServiceNow platform. Platform Operations Support: Provide operational support for platform administration, including assisting with tickets when needed (though this is not the primary focus of the role). Monitoring & CI/CD: Utilize monitoring tools to track platform health and performance, and work with CI/CD pipelines, including retrieving and deploying code as necessary.

The ideal candidate will have a background in ServiceNow platform monitoring, a solid understanding of CI/CD processes, and hands-on experience maintaining and troubleshooting ServiceNow Mid Servers.

Areas that the client is looking for candidate to support:

ServiceNow MID Server Management(Majority of the work):

Install, configure and maintain ServiceNow MID Servers to include: Provide support for Windows operating system (OS) upgrade activities (OS support is managed by Client VM Admin team) to include: Submitting new virtual server requests IAW Client VM Admin Team processes where applicable Submitting decommission virtual server requests IAW Client VM Admin Team process where applicable Respond to data calls/action item requests from Client on an ad hoc basis in relation to ITSM Tool owned servers Restart midserver services after server reboots Install, configure, and maintain MID Servers and provide troubleshooting support for MID Servers. The MID Servers run on Windows and Linux operating systems. Review, investigate and respond to monitoring alerts from monitoring agents on midservers Develop and maintain MID Server List that includes: MID Server name, maintenance schedule, instance midserver is used in, parent virtual machine (VM), location of parent VM, parent VM point of contact, applications supported by midserver, midserver IP address, method of midserver monitoring. MID Server List should be updated monthly. Restart midservers when needed Track, implement, and validate midserver patches and upgrades Support ESM on containerization strategy and implementation Maintain account credentials for mid servers and non-mail enabled accounts (NMEA) required for managing the movement of data through MID Servers in VA defined password management tool. Request credentials as needed and coordinate activation. VA Platform Administration Lead will audit account credentials on a regular basis.

Performance Monitoring Support:

The Contractor shall provide regular performance monitoring support of the ITSM Tool Platform to include: Monitor performance daily on the platform against defined key performance indicators (KPIs) and using existing tools Coordinate with VA Platform Administration Lead to provide status updates on an as requested basis for platform performance monitoring activities and outcomes of platform performance monitoring activities. Analyze performance to include identifying issues and make recommendations for remediating those issues using existing tools Review ServiceNow recommendations and reports, including Health Assessments related to performance issues and improvements. Provide summary of suggestions for addressing issues/improvements on an as needed basis in regularly scheduled architecture meetings. Build, maintain, and update Dashboards related to Platform Administration Activities using report and dashboard functionality in ServiceNow on an as needed/as requested basis.

Continuous Integration/Continuous Deployment (CI/CD) Pipeline Management: Maintain the existing CI/CD pipelines that use the Jenkins automation system to move update sets between environments. Make coding changes as required to the Jenkins automation system and to the CI/CD integration. Make recommendations for CI/CD pipeline improvements for non-production pipelines and production pipeline(s) to improve efficiencies, increase eligibility for CI/CD releases, and address continual improvement initiatives

PLATFORM ADMINISTRATION SUPPORT (As Needed)

Incident and Request Triage Support The Contractor shall provide incident and request triage support for platform and all product lines and custom applications on the ITSM Tool Platform, which includes user account/login issues, user and data loads, deployment support, and triage/investigation of defects/issues. Triage and resolve incidents assigned to the triage groups for the ITSM Tool Platform according to Client policies, procedures, service level agreements (SLAs), and operational level agreements (OLAs) Triage and implement requests assigned to the triage groups for the ITSM Tool Platform according to Client policies and procedures