Since 1989, SHI International Corp. has helped organizations change the world through technology. We’ve grown every year since, and today we’re proud to be a $15 billion global provider of IT solutions and services.
Over 17,000 organizations worldwide rely on SHI’s concierge approach to help them solve what’s next. But the heartbeat of SHI is our employees – all 6,000 of them. If you join our team, you’ll enjoy:
Our commitment to diversity, as the largest minority- and woman-owned enterprise in the U.S.
Continuous professional growth and leadership opportunities.
Health, wellness, and financial benefits to offer peace of mind to you and your family.
World-class facilities and the technology you need to thrive – in our offices or yours.
Role Description
• Implement and optimize ServiceNow ITAM, ITSM, and ITOM modules, including configuration, workflow, and integration.
• Collaborate with customers to align ServiceNow configuration with their requirements and draft detailed user stories and acceptance criteria.
• Identify and resolve potential issues within customer ServiceNow environments to enhance platform efficiency.
• Stay informed on industry trends and new ServiceNow offerings to continually improve platform usability.
• Complete projects within agreed timelines and key performance indicators (KPIs).
• Support SHI teams in managing project timelines and customer expectations effectively.
• Contribute to achieving and exceeding business objectives and driving key ITAM initiatives.
• Pursue ongoing training and certifications to stay current with new ServiceNow products and functionalities.
• Maintain comprehensive knowledge of the ITAM, ITOM, ITSM and software life-cycle processes.
• Adhere to ServiceNow department standards, ensuring professionalism and consistency with SHI quality standards.
Behaviors and Competencies
Analytical Thinking: Can synthesize complex data, identify patterns, draw insights, and present findings clearly and understandably.
Customer-Centric Mindset: Can proactively engage with customers to understand their needs and expectations. Develops and implements strategies to enhance customer satisfaction and loyalty.
Self-Motivation: Can proactively seek out challenges, initiate self-development projects, and contribute to personal or professional innovative ideas.
Adaptability: Can proactively adapt to challenging situations, anticipate changes, and make modifications to meet the demands of changing circumstances.
Teamwork: Can lead a team effectively, facilitating cooperation, sharing information, and ensuring that all team members are able to contribute to their full potential.
Technical Expertise: Can apply technical knowledge and skills effectively in complex situations and can guide others in the application of technical knowledge and skills.
Detail-Oriented: Can manage complex tasks or projects, identifying errors or inconsistencies, and ensuring all details are addressed, necessary corrections are made, and quality is maintained.
Organization: Can effectively coordinate multiple projects, delegate tasks where appropriate, and employ advanced organizational tools and methods.
Initiative: Can proactively seek out challenges, initiate projects, and contribute to innovative ideas.
Follow-Through: Can independently track progress, make necessary adjustments, and ensure the successful completion of complex projects.
Skill Level Requirements
• Strong integration experience, with the ability to connect ServiceNow with other systems.
• Familiarity with ITIL v4 framework and its application in service management.
• 5+ years of experience in configuring and customizing ServiceNow projects.
• Proven experience with ServiceNow Flow Designer for creating and managing workflows.
• ServiceNow Certified System Administrator (CSA) AND Certified Application Developer (CAD) certifications.
• In-depth understanding of the structured practices and workflows involved in the software development lifecycle (SDLC), from requirements gathering and coding to testing and deployment.
• Ability to efficiently handle multiple tasks and adapt to rapid changes in a dynamic work environment.
• Completed Bachelor’s Degree or relevant work experience required
• 3-5 years of experience in/with ServiceNow
• 3-5 years of experience in/with common web technologies and networking (e.g. XML, HTML, AJAX, CSS, HTTP, TCP/IP, etc.)
• Fluency in ITIL methodologies, JavaScript, and web software design principles and working knowledge and experience of IT Service Management processes (Incident, Problem, Change, Release, Knowledge, Service Catalog) preferred.
• Fluency in Detailed knowledge of relational databases, Directory service integration experience (Active Directory, LDAP, etc.), and knowledge of Single Sign-on using various authentication methods (token, SAML 1.1, SAML 2.0) preferred.
Other Requirements
- ServiceNow Implementation Specialist in three or more applications preferred
- Additional experience within the IT or Software Asset Management field
- A second language (preferably French or Spanish) will be an advantage
- The ideal candidate will hold the following accreditations; if the accreditations are not currently held the successful candidate will be required to study and pass all the following accreditations within a short period of commencing the role.
- certifications:
- ServiceNow System Administrator
- ServiceNow Fundamentals
- ServiceNow Implementation Methodology Fundamentals
- ServiceNow Platform Implementation
- ITAM all modules
- ITSM all modules through to ITSM Professional
- CMDB and Vendor Portfolio Management
- ITOM module, focusing on Discovery and cloud management
The base salary for this position is $88,000 - $125,000. The estimated on-target earnings, or OTE, which includes a base salary and bonus, are $110,000 - $160,000. The compensation for this position is dependent on job-related knowledge, skills, experience, and market location and, therefore, will vary from individual to individual. Benefits may include, but are not limited to, medical, vision, dental, 401K, and flexible spending.
Equal Employment Opportunity – M/F/Disability/Protected Veteran Status
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What We Do
Think of SHI as your personal technology concierge. We connect your team with the IT solutions and services you need to support your organizational growth and employee experience.
Whether you’re building a modern hybrid workplace, defending against an evolving threat landscape, making the cloud work harder for you, or searching for ways to optimize your software portfolio, our friendly 6,000-person team is ready to solve what’s next for your organization.
Our in-house data center integration, device configuration, and deployment and license advisory services, plus our top-tier status with vendors and flexible financing make life simpler for IT decision makers.
Execute your IT vision with stress-free, scalable solutions you – and your people – will love.
SHI is proud to be the largest Minority/Woman Owned Business Enterprise (MWBE) in the United States.
