Company Details:
Company URL: https://www.berkleytechnologyservices.com/
Berkley Technology Services (BTS) is the dynamic technology solution for W. R. Berkley Corporation, a Fortune 500 Commercial Lines Insurance Company. With key locations in Urbandale, IA and Wilmington, DE, BTS provides innovative and customer-focused IT solutions to the majority of WRBC’s 60+ operating units across the globe. BTS’s wide reach ensures that ideas and opinions are considered at every level of the organization to guarantee we find the best solutions possible
Driven by a commitment to collaboration, BTS acts as consultants to our customers and Operating Units by providing comprehensive solutions that not only address the challenge at hand, but proactively plan for the “What’s Next” in our industry and beyond
With a culture centered on innovation and entrepreneurial spirit, BTS stands as a community of technology leaders with eyes toward the future - leaders who truly care about growing not only their team members, but themselves, and take pride in their employees who shine. BTS offers endless ways to get involved and have the chance to grow your career into a wide range of roles you’d never known existed. Come join us as we push forward into the future of industry leading technological solutions
Berkley Technology Services: Right Team, Right Technology, Simple and Secure.
Responsibilities:
The ITSM Software Engineer is responsible for the development and sustained support of the ServiceNow IT Service Management system. They will provide creative solutions to resolve business problems via customer requirements based on system capability, process gaps (ITSM/ITIL) and cultural challenges
The ITSM Software Engineer will provide expert technical assistance for software configuration/customization, workflow administration, custom coding and scripting, and third-party software integrations.

Lead all technical aspects of solution design and delivery including:

• Provide 3rd level end user/system support of platform within defined SLAs
• Integrations with internal and external systems that support real-time updates where appropriate including; data exchange, event and notifications, reporting and analytics, configuration discovery
• Drive the continuous improvements of our implementation methodology and service offerings based on client experiences
• Identifying areas of process improvement (efficiency and effectiveness) and recommending solutions that detail pros, cons and risks
• Develop required documentation such as presentations, gap analysis reports, process flow diagrams, procedures, and roles/responsibilities
• Providing training and mentoring to other members of the ITSM team
• Facilitate roll out of new applications and modules
• Troubleshooting complex issues related to patch / release management activities
• On-Call Rotation (PIC) is required

Qualifications:

• 5-7 years’ experience as a key technical resource leading the design and development of ITSM software solution
• Strong skills/Experience with the ServiceNow platform including the Incident Management, Change Management, Asset Management and Problem Management modules, CMDB, Reporting and the various CMS features
• 3+ years’ experience with Web Technologies (XML, HTML, JavaScript, Web Services, etc.)
• Adept using SQL and PowerShell
• Knowledge of technical components such as LDAP, VPN, SSL and other such technologies
• Solid experience in requirements gathering, including experience in creating process documentation
• The ability to take complex end-user requirements to system requirements to code
• Experience in the management of all phases of the application lifecycle and best practices to include requirement gathering, design, development, testing (application code and user acceptance), and deployment
• Must be able to communicate with technical and non-technical individuals and teams
• Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving business process and/or technical problems
• Must be able to work in a fast-paced production environment
• Must be able to handle multiple tasks and projects with various and changing levels of priority
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Proven team player and team builder
• Must be open to other’s ideas, strategies, etc., as part of a decision-making team
• Bachelors Degree in Computer Science, Information Technology, Information Systems, or a related discipline. Equivalent experience and/or alternative qualifications will be considered.

Please refer the Job description for details