Senior Service Now Engineer

Category
Corporate Services
City
Jersey City

The Role

About Lord Abbett:

 

Founded in 1929, Lord Abbett is an independent firm with a singular focus on the management of money. Over the course of our history, we’ve earned a sterling reputation for our leadership, influence, and innovation in the asset management industry. Today, our independent perspective, our commitment to active management, and our intelligent product design continue to make us relevant to individual and institutional investors.

 

From the very beginning, we’ve recognized that our people are our greatest asset. As an investment-led, investor-focused firm, we value intellectual curiosity, teamwork, and collaboration across the organization.

 

We’re looking for people with a keen interest in working for a trusted leader in the asset management industry, a desire to expand their knowledge, and a passion for delivering a client experience that exceeds expectations.

 
Now that you know our history, are you ready to be part of our future?

 

Job Overview:

We are seeking a highly skilled and experienced ServiceNow Subject Matter Expert (SME) to join our team. The ideal candidate will have a strong background in IT Service Management (ITSM) and extensive experience with the ServiceNow platform, including ITSM, Field Service Operations (FSO), Workplace Service Delivery (WSD), and Human Resources Service Delivery (HRSD) modules. This role requires a proactive individual who can integrate, customize, and optimize ServiceNow solutions to meet our business needs. 

We’ll trust you to:

  • Ongoing ITSM Integration: The ServiceNow SME will continue to build and enhance ITSM integrations within the company. They will work on integrating ServiceNow with other systems and tools to streamline service request management, changes, incident handling, problem resolution and CMDB data management.
  • Workplace Service Delivery Integration: The ServiceNow SME will continue to build and enhance the WSD integrations for the firm’s real estate, facilities and event management functions.
  • HR Service Delivery and Financial Services Operations Integration: engage in consultation, architecture, integration planning with non-IT practitioners and buildout new ServiceNow modules for functions such as HR service delivery and financial services client onboarding.
  • Service Request Backlog Management: The SME will be responsible for expediting a backlog of service requests and new catalogue items. This involves analyzing existing requests, prioritizing them, and ensuring timely resolution. They will work closely with end-users, business analysts, and technical teams to deliver new catalogue items.
  • Employee Center service portal sustained engineering: work with the design team to enrich and enhance firms service delivery storefront hosted on the EC framework.
  • Reporting and Dashboards: Help create a portfolio of reports, gauges, dashboards and performance analytics using ServiceNow reporting tools.
  • ServiceNow Administration: Perform instance administration tasks, mid server troubleshooting, upgrades, backups, patch management, clone downs and releasing update sets staged in non-prod.

You'll need to have:

Qualifications:

  • ServiceNow ITSM Platform Experience:
  • Depth of Experience: 5-7 years as an ITIL practitioner, demonstrating a strong understanding of IT Service Management (ITSM) principles and practices.
  • Module-Specific Experience: Proven experience in implementing and managing ITSM, FSO, WSD, and HRSD modules
  • Integration Expertise: Proven track record of integrating ServiceNow within large enterprise environments, ensuring seamless service request management, incident handling, and problem resolution.
  • ServiceNow Configuration and Customization:
  • Flow Designer: Proficient in building and debugging workflows using ServiceNow Flow Designer to automate processes.
  • Customization: Skilled in configuring tables, fields, and forms to meet specific business needs, customizing workflows, business rules, and notifications.
  • Catalog Management: Experience in creating catalog items and variables for service requests, enhancing user experience and service delivery.
  • Front End Development:
  • Web Technologies: Expertise in HTML, CSS, and JavaScript for developing and customizing the ServiceNow platform.
  • ServiceNow Scripting: Proficient in using GlideRecord and GlideSystem for scripting within ServiceNow.
  • Frameworks: Knowledge of Angular for building dynamic and responsive user interfaces.
  • API Integration:
  • Mid-Servers and Connectors: Experience in integrating ServiceNow with various systems using mid-servers, connectors, and spokes.
  • OAuth and Authorization: Expertise in configuring OAuth for secure access and authorization in ServiceNow integrations.
  • API Interaction: Proficient in using REST and GraphQL APIs to fetch and send data, ensuring smooth data exchange between systems.
  • Database Management:
  • SQL Proficiency: Hands-on experience with SQL queries, understanding data retrieval and manipulation within ServiceNow.
  • Data Management: Ability to manage and maintain CMDB data, ensuring data integrity and accuracy.
  • Operating Systems:
  • Linux and Windows: Good working knowledge of Linux and Windows internals and configuration.
  • Scripting: Expertise in PowerShell scripting for automating tasks and managing system configurations.
  • Problem-Solving:
  • Analytical Skills: Strong analytical abilities to diagnose issues, identify root causes, and implement effective solutions.
  • Innovative Thinking: Ability to think creatively and propose innovative solutions to enhance ServiceNow capabilities.
  • Communication:
  • Written and Oral Communication: Excellent communication skills, both written and oral, to articulate technical concepts clearly and concisely.
  • Collaboration: Ability to drive collaboration with diverse teams, including corporate services, client services, and technology teams, ensuring alignment and effective communication.
  • Leadership:
  • Team Leadership: Experience in leading teams, mentoring junior staff, and fostering a collaborative and productive work environment.
  • Project Management: Ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines.
  • Customer Focus:
  • User-Centric Approach: Strong focus on understanding and addressing the needs of end-users, ensuring high levels of user satisfaction.
  • Stakeholder Engagement: Ability to engage with stakeholders at all levels, understanding their requirements and delivering solutions that meet their needs.
  • Preferred:
  • Bachelor’s or master’s degree in computer science, physics, math, or related work experiences.
  • Service Now Certified System Administrator
  • Service Now Certified Implementation Specialist for ITSM, HRSD, and other relevant modules
  • Experience in Financial Services industry a plus

Why Lord Abbett?

Lord Abbett is a leading global independent, privately held investment management company. We are active managers and invest where we believe we have a repeatable edge and can deliver alpha for our clients. Our vision is to be the most respected asset manager in the world, admired for our people, our performance, our relationships, and our organizational agility. This inspires the three pillars of our culture.

  • Principles-Led - We empower our leaders to create an environment of trust.
  • Performance-Oriented - We inspire our people to embody our values, excellence, responsibility, transparency & collaboration.
  • Purpose-Driven - We instill a passion for always putting our clients' interests first. 

We are honored to have earned recognition as one of the Best Places to Work in Money Management by Pensions & Investments and scored 100% on the Human Rights Campaign’s Corporate Equality Index, a measure of LGBTQ+ workplace equality.  

 

Compensation Information: Annual base salary for this role is $180,000-$200,000. Salary is estimated for this role. Actual pay may be different.

Discretionary Bonus: Role may be eligible to receive an annual discretionary bonus. Discretionary bonuses are determined by several factors including, but not limited to, firm, team, and individual performance. 

Benefits: Lord Abbett is committed to offering a competitive total rewards package to all eligible employees. Offerings include competitive total compensation, retirement plans, competitive health and well-being plans. To learn more about what we offer, please visit Careers | Lord Abbett

 

Lord Abbett is an equal employment opportunity employer. We are committed to providing equal employment opportunities to all qualified individuals without regard to the following legally protected characteristics: race, color, religion, sex, pregnancy, national origin, age, physical or mental disability, marital status, sexual orientation, sexual identity, caregiver status, military/veteran status, or any other characteristic protected by local, state or federal law. All employment decisions at Lord Abbett are based solely on the applicant’s relevant experience, skills and qualifications.

 

Important notice to Search Firms - Please Read Carefully
Without prior written agreement, Lord Abbett does not accept unsolicited submissions from employment agencies, search firms, placement services, or any similar provider (“Search Firms”) for employment opportunities. All candidates submitted by Search Firms to any employee or partner at our company without a written Search Firm agreement in place will be deemed the sole property of our company. In such circumstances, no fee, commission, or other compensation will be paid to such Search Firm in the event a candidate is hired by our company. To the extent a Search Firm has a written agreement in place, all introductions are position specific and should be directed to HR or the hiring manager, so we kindly request no unsolicited phone calls or emails.

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