Senior IT Service Operations Engineer

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 Senior IT Service Operations Engineer.

This position is responsible for overseeing all aspects of the ServiceNow platform, including designing, implementing, and maintaining NYISO's ITOM and ITSM solutions. Key responsibilities include ensuring CMDB data integrity for hardware and software; maintaining application integrations; performing system installations, upgrades, and patching; and developing workflows, business rules, client and server scripts, and custom applications 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 leads or participates in project teams, collaborates with application developers and infrastructure peers, supports audit efforts to ensure compliance with corporate and regulatory standards, and provides mentoring and training for associate and system administrators. The position requires expertise in strategic IT planning and involves establishing and maintaining strong working relationships with IT partners, business customers, and vendors.

ESSENTIAL DUTIES and RESPONSIBILITIES

• Define, architect, customize, and implement technical solutions on the ServiceNow platform to align with organizational needs and objectives. This includes customizing ServiceNow configurations and developing custom scripts, workflows, business rules, UI policies and actions to automate IT and business processes and improve operational efficiency.
• Design, develop, and maintain system integrations.
• Perform system and integration testing
• Manage and identify the Configuration Item (CI) types, CI attributes and CI relationships tracked in the CMDB.
• Evaluate new features in the platform with each ServiceNow release in the context of the suitability/applicability in the current NYISO environment.
• Implement and maintain IT Asset Discovery tools and Service Mapping
• Collaborate with stakeholders across IT and the business to gather requirements and translate them into effective solutions within ServiceNow.
• 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.
• Create dashboards and reports to provide insight into metrics, trends, and performance indicators.
• Lead the implementation of ServiceNow upgrades and patches.
• 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.
• Ensure systems adhere to all established NYISO and regulatory (i.e., NERC CIP) standards and provide critical audit support to ensure compliance. Manage data and information requests to support internal and external audit requests and implement security best practices to safeguard sensitive data.
• Develop 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 expertise and guidance on ServiceNow best practices, ensuring adherence to ITIL frameworks and industry standards.
• Optimize the ServiceNow data model and structures, proposing and enforcing coding standards and convention 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 or no supervision; perform advanced and/or highly complex work with minimal guidance. Establishes work plan for department based on organizational goals; sets independent objectives to accomplish specific tasks supporting the larger plan.
• Act as key contributor for larger organizational teams; regularly interacts with peer departments, business partners, market participants, vendors, and other external constituents. Leads functional or virtual teams and demonstrates accountability for completion of team-wide objectives.
• Demonstrate the highest proficiency with assigned technology platforms and disciplines; has broad knowledge of ancillary information technologies, methodologies and platforms. Has broad knowledge of IT service management, governance, continuity, financial, project, and lifecycle management.
• Represent the organization to external entities. May speak or present at external conferences and seminars or write papers and formal correspondence on behalf of the NYISO.
• Mentor and coaches junior team members.
• Participate in on-going IT strategic planning with primary focus on platform system technologies.
• Establish and maintain working relationship with key strategic vendors to understand technical direction of platform system technologies.
• 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. Master's Degree (MS) desired.
• 10+ years of experience in a structured IT environment
• 3+ years working on the ServiceNow platform

CERTIFICATES, LICENSES, REGISTRATIONS - desired

ServiceNow Certified System Administrator (CSA)

ServiceNow Certified Application Developer (CAD)

ServiceNow Certified Implementation Specialist (CIS) (desired for the ServiceNow applications implemented at NYISO)

ADDITIONAL REQUIREMENTS

• Data modeling and database management principals and relational database concepts
• Understanding of SNMP, SSH, and WMI based discovery and authentication protocols
• Business Analytics experience in lifecycle or other disciplines focused on data quality and integrity
• Experience scripting using a variety of languages including JavaScript, Python, Powershell.
• Understanding of front-end web frameworks (Angular, Bootstrap and React) and experience with HTML and CSS
• Experience with ServiceNow table structures and data model.
• Experience in the design and implementation of ServiceNow security architecture.
• Excellent communication skills with the ability to talk on a process level with clients and manage the direction of developers.
• Understanding & experience of 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.

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.

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.

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.