ServiceNow Engineer

LivePerson (NASDAQ: LPSN) is the global leader in enterprise conversations. Hundreds of the world’s leading brands — including HSBC, Chipotle, and Virgin Media — use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing a uniquely rich data set and safety tools to unlock the power of Conversational AI for better customer experiences.  

At LivePerson, we foster an inclusive workplace culture that encourages meaningful connection, collaboration, and innovation. Everyone is invited to ask questions, actively seek new ways to achieve success and reach their full potential. We are continually looking for ways to improve our products and make things better. This means spotting opportunities, solving ambiguities, and seeking effective solutions to the problems our customers care about.

Overview:

As a ServiceNow Engineer at LivePerson - you're a member of a nimble team that develops custom solutions to ease internal processes. You're obsessed with finding opportunities for automation and simplifying tasks for our end users. The ServiceNow Engineer works mostly in multiple ServiceNow instances and makes sure that other integrated systems like Confluence, Jira, Slack, Workato and Salesforce are synchronized to support our business operations.

You will be reporting to the Sr. Business Operations Engineering Manager. However, you will partner with other team experts to understand our current requirements defining opportunities for new solutions and improvement.

You will: 

• Configuring the core and custom solutions in an expanding Enterprise ServiceNow environment. Working with the ServiceNow team to create the following artifacts for each project:
• Requirements Documentation
• High-level design
• Solution design
• Work plan build
• Maintain and Support
• Drive business solutions from inception through solution implementation.
• Identify and invent novel solutions to challenging technical problems and provide requested enhancements to existing out of the box ServiceNow applications.
• Translate functional specifications into logical, component-based technical designs.
• Work with functional and administrator teams to deliver automated workflow solutions in ServiceNow considering performance consistency and scalability.
• Be the focal point for any questions regarding advanced scripting of business rules, UI Policies, Script Includes, Client Scripts, ACLs, Workflow Activities, etc.
• Own the 3rd party software integrations with ServiceNow design and API interfaces.
• Facilitate and support the rollout of new applications and enhancements in ServiceNow.
• Configure ServiceNow CMDB supporting different types of discovery methods.
• Constantly learn and advise functional and admin teams on design, development, and overall ServiceNow best practices.
• Write Technical Documentation of Integrations and ServiceNow Solutions.
• Support retrospective lesson learned of the Business Operations team projects and determine root cause analysis.
• Work on enhancing SLAs for ticketing support within the team participating in the daily on-call tortating effort.
• Maintain different ServiceNow instances assisting with upgrade and cloning tasks.

In addition to ServiceNow, you’ll be working closely with the System Engineering & Solutions Manager outsourcing members on the future of LivePerson work.

You have:

• Bachelor of Science in Computer Science, a similar technical discipline, or comparable industry experience.
• 3+ years of experience in coding - Json, Python, JavaScript, HTML, CSS, Angular, XML.
• 1+ years ServiceNow Developer or Implementation certifications.
• Experience in developing integrations (interfacing) of 3rd party systems with ServiceNow using ServiceNow Integration Hub, REST API / Webhook / SOAP and other methods.
• Experience in managing full software development life cycle: Analysis, Design, Coding, Testing, and Release Rollout.
• Strong working experience of ServiceNow ITSM/ITOM components such as Service Catalog, Change/Incident/Problem Management, Asset Management, CMDB, Knowledge, Release Management,Twilio Notify Plugin for On-call Escalation, Ticket Management, SLA Breakdown, Performance Analytics, Major Incident Workbench, Service Operations Workspace, Service Portfolio Management, etc.
• Excellent knowledge of ServiceNow Best Practices and ongoing knowledge of the latest ServiceNow features in ITOM/ITSM.
• Must be adaptable to work in a varied, fast-paced exciting, ever-changing environment
• Experience implementing systems using the Agile/Scrum methodology (Atlassian tools).
• Experience with scripting in ServiceNow (Business Rules, UI Pages, UI Macros, Script Includes, Flow Designer workflow actions, etc.) 
• Experience with SQL (Structured Query Language) and relational database administration.

Benefits:

• Health: medical, dental, and vision
• Time away: vacation and holidays
• Development: Generous tuition reimbursement and access to internal professional development resources
• Equal opportunity employer
• #LI-Remote

Why you’ll love working here: 

As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. And, we're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace. 

Belonging at LivePerson:

We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants with criminal histories, consistent with applicable federal, state, and local law.

We are committed to the accessibility needs of applicants and employees. We provide reasonable accommodations to job applicants with physical or mental disabilities. Applicants with a disability who require reasonable accommodation for any part of the application or hiring process should inform their recruiting contact upon initial connection.