- Microsoft Project
- Computer Literacy
Salary Range: Negotiable
The Senior Solutions Engineer is responsible for determining requirements, designing technical solutions, and implementing those solutions using existing and emerging technologies, particularly on, but not limited to, the agency’s new ServiceNow ITSM platform. The Solutions Engineer collaborates with our IT Service Manager and other stakeholders to build and implement ITIL-based processes to help focus and align IT services with business needs. This is a hands on technical role.
The following duties are a representative summary of the primary duties and responsibilities. Incumbent(s) may not be required to perform all duties listed and may be required to perform additional, position-specific duties.
Facilitate the translation of IT Service Management (ITSM) objectives and requirements into functional ServiceNow solutions using Agile and Waterfall methodologies as appropriate.
Prepare and document requirements, solution diagrams and test plans.
Develop workflow and process automation solutions on ServiceNow and BPM tools.
Integrate ServiceNow with other systems using a variety of integration technologies and techniques.
Analyze, define, estimate, and document work Level of Effort.
Communicate concisely and effectively to address questions while providing subject matter expertise.
Respond to critical or changing priorities.
Explain complex technical solutions to technical and non-technical audiences.
Connect technological solutions with user and agency needs.
Develop innovative technical approaches as complete solutions to business problems.
Provide tier 2/3 support for implemented solutions.
Drive problem investigations and resolution as required.
It is the responsibility of all employees to follow the Agency safety rules, regulations, and procedures pertaining to their assigned duties and responsibilities, which could include systems, operations, and/or other employees.
It is the responsibility of all employees to integrate sustainability into everyday business practices.
Other duties as assigned.
Education and Experience: Bachelor’s Degree in computer science, information technology, business management/administration, or closely related field and 6 years of information technology experience that includes a minimum of 3 years hands-on ServiceNow administration and development; OR an equivalent combination of education and experience.
Preferred Licenses or Certifications: ITIL v3 Certification; ServiceNow Certification; Valid state driver’s license.
Required Knowledge of:
ServiceNow solution configuration and development.
ServiceNow administration and operational support practices.
Business process design.
IT Service Management (ITSM) and ITIL principles and practices.
System integration techniques and programming.
Associated third-party tools and systems.
Information Security and Compliance.
UI and UX principles.
Databases, including SQL and schemas.
Business Intelligence and data management best practices.
Computer literacy with Microsoft Office products, such as Project, PowerPoint, Excel, and Visio.
Exceptional listening, verbal and written communication skills.
Ability to work in a team and communicate effectively.
Knowledge of IT applications, processes, software, and equipment.
Required Skill in:
ServiceNow platform administration and development.
Systems integrations, such as web services, API’s, SOAP, MID, etc.
Establishing and maintaining working relationships with other staff, management, vendors and outside entities.
KPI, Report, Dashboard and Web Page development.
Efficient process definition and implementation.
Workflow and forms development.
SQL authoring and data modeling.
Physical Demands / Work Environment:
Work is performed in a standard office environment.
Subject to standing, walking, bending, reaching, stooping, and lifting of objects up to 25 pounds.
The Agency promotes a safe and healthy work environment and provides appropriate safety and equipment training for all personnel as required.
Sound Transit is an equal employment opportunity employer. No person is unlawfully excluded from employment action based on race, color, religion, national origin, sex (including gender identity, sexual orientation and pregnancy), age, genetic information, disability, veteran status or other protected class.
Licenses & Certifications
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information.