Location: San Diego, CA - Open to Remote

Teradata Global Support Operations is building capabilities to further drive our company and function's transformation. We are seeking a highly-skilled and technology-focused team member to help evolve the future of the System Change Management organization.

The System Change Management organization is leading the transition of Change Control practices from a series of manual activities to an orchestrated automated process. This is a senior role that will be critical to support this transition. You will design and deliver the vision of process improvement and workflow automation to provide our customers with a best-in-class user experience. They will work closely with the System Change Automation team and business users in GSO to drive solutions to understand use cases and requirements for initiatives relating to change management modernization, service analytics, remote support automation, phone home alerting, automatic incident creation, event-triggered diagnostics, and more. They will utilize your proven development experience in ServiceNow process automation application customization using scripting, Business Rules, UI Scripts, Workflows, Flow Designer, etc. to deliver solutions that meet those requirements.

What You'll Do

• Work closely with key cross-functional stakeholders to understand business objectives and current state
• Work with the product owner and other participating organizations (e.g. ITS, Security, Service Ops Excellence, etc.) to guide, co-define, and prioritize backlog that adheres to project expectations
• Design and Architect Automation Workflows using ServiceNow Orchestration, Flow Designer, Integration Hub, and Workflow Editor in line with established standards
• Lead implementation of enabling solutions, including but not limited to process automation workflows, integrations with related components (e.g. CMDB, Password Vault, LDAP, web services, etc.)
• Mentor the development team on industry best practices on design, implementation, and automated testing of ServiceNow workflows and integrations
• Create and maintain technical design documents
• Triage, analyze, troubleshoot, and fix field reported issues
• Adhere to Teradata policies and procedures around application development, security, and testing
• Remain current on ServiceNow features and best practices as well as industry trends including ITIL and ITSM
• Other duties as assigned

Your Background

• Strong communication skills (verbal and written)
• 5 to 7 years of hands-on ServiceNow experience, specifically in designing domain separated IT process automation workflows orchestrated with ITOM on Linux systems
• Hands-on experience with key ServiceNow modules (ITOM, Incident, CMDB, Change, and Problem)
• ITOM experience a must
• Practical knowledge in system installation, administration, and automated parallel upgrade processes
• 7 to 10 years of overall software engineering experience in a variety of languages (JavaScript and Python strength preferred)
• Experience in Agile (Scrum) software development methodology
• Experience working with RDBMS and SQL queries
• Experience in using virtual infrastructure (e.g. VMWare, Vagrant, etc.) for development, support, and testing
• BS in Computer Science or another technical discipline

Preferred Qualifications

• Knowledge of Teradata products
• Experience with Teradata upgrade and support tools
• Experience with Teradata expansion and configuration processes
• Experience in using Jenkins for CI/CD pipeline
• Experience with common configuration management tools such as Ansible/Puppet
• Experience leverage development languages such as python to improve the customer support experience
• Experience in using GitHub, JIRA, and other common development tools
• Closed-Loop/Corrective Action experience
• ITIL certification