JOB DESCRIPTION
Are you ready to make an impact at DTCC
Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development At DTCC, we are at the forefront of innovation in the financial markets. We're committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve.
Pay and Benefits:
- Competitive compensation, including base pay and annual incentive.
- Comprehensive health and life insurance and well-being benefits, based on location.
- Pension / Retirement benefits
- Paid Time Off andPersonal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
The impact you will have in this role:
The ServiceNow DevOps Engineer role specializes in maintaining and providing technical support for ServiceNow platform by working closely with development teams, infrastructure partners, and internal clients for effective management of the platform and related system admin activities.
What You'll Do
- Administer and support the ServiceNow platform for the application operations organization, ensuring availability, performance, and reliability
- Review incident root cause analysis and implement corrective and preventive actions to reduce recurring issues
- Plan and execute ServiceNow upgrades, patches, and instance clones across development, test, and production environments
- Configure, manage, and monitor MID Servers to support integrations and platform connectivity
- Deploy application updates and configuration changes to pre‑production and production environments in accordance with change management standards
- Respond to and resolve critical production incidents and alerts, providing impact assessments, root cause analysis, and timely remediation
- Provide Level 2 operational support for ServiceNow applications, platform functionality, and enhancement requests, this includes development
- Maintain ITIL process alignment across incident, problem, change, and request fulfillment workflows within stipulated SLAs
- Develop, review, and maintain operational documentation, including knowledge articles and runbooks
- Collaborate with internal technical teams to troubleshoot platform and application issues, escalating when necessary
- Support internal and external audit requests by validating controls and submitting required evidence
- Execute disaster recovery and business continuity procedures during planned tests and unplanned outages, ensuring proper documentation and evidence collection
- Identify opportunities for automation to improve system monitoring, alerting, and operational efficiency
- Partner with development teams to provide administrative and technical guidance during application design and implementation
- Monitor and manage platform risks and controls, escalating issues that pose operational or compliance risk
- Review ServiceNow vendor communications, release notes, and advisories to assess platform impact and required actions
- Provide on-call support and coverage for the team with system admin activities as needed during holidays and weekends
- Additionally, you would be asked to work on adhoc requests and requirements related to ServiceNow support
Qualifications:
- 5+ years in Application support operations, with 3+ years on ServiceNow platform.
- Hands-on proficiency in ServiceNow development and scripting (JavaScript, and Integration Hub).
- Experience across ServiceNow modules: ITSM and Service catalog, and preferably ITOM, CMDB, CSDM, Discovery, Event Management.
- Strong knowledge of ServiceNow upgrade lifecycle, patch testing, and defect management.
- Familiarity with Agile/Scrum, CI/CD pipelines, and DevOps automation.
- Skilled in test management/defect tracking tools (e.g., JIRA, HP ALM).
- Bachelor's or master's in computer science, IT, or related field.
- Mandatory certifications: ServiceNow CSA, ITIL v3/v4.
- Preferred certifications: ServiceNow CAD, CIS (Discovery, Event Mgmt.)
Talent Required for Success:
- 3+ years of proven experience in application support, with deep knowledge of ServiceNowsystem administration
- Strong ServiceNow platform knowledge - Business rules, System Properties, Script Includes, Dictionary Tables, UI Policies/UI Scripts
- Programming and scripting - ability to establish automation, write scripts (Java Script, Shell Script)
- Ability to fix and resolve IT problems
- Customer service and communication skills
- Hands-on experience with API testing for ServiceNow integrations.
- Experience with update set migration, ServiceNow development lifecycle, and deployment processes
- Hands-on experience with ServiceNow upgrades, patch testing, and defect management.
- Strong analytical and problem-solving skills able to anticipate risks, enforce standards, and recommend improvements
- Ability to work independently and take ownership of deliverables, while collaborating effectively in a fast-paced Agile environment
- Proven ability to work in offshore-onshore delivery models, collaborating across multiple time zones with global teams
