Apply now »

Title:  Engineer Application ITSM


Orlando, FL, US, 32827

Req ID:  17607

Position Summary 
The ITSM Application Engineer is a key member of the administration and development team responsible for the analysis, support, design, testing and development of ServiceNow. They should maintain a thorough understanding of ServiceNow best practices while developing /administering all aspects of platform.  In doing so, the ITSM Applications Engineer will possess the knowledge and hands-on technical skills to develop and support ServiceNow to JetBlue specifications.  

The Application Engineer will work closely with Business Analysts, functional stakeholders, near shore support teams and IT Service Management to drive Continual Service Improvement of ServiceNow as an ITSM tool. 


Essential Responsibilities 
• Assisting with the initial rollout of ServiceNow in conjunction with project team and implementation partner 
• Document and maintain design specifications, architectural diagrams, and process diagrams  
• Effectively communicate changes to ServiceNow platform and its hosted applications 
• Adhere to ServiceNow architecture and design methodology best practices 
• Provide on-call support for ServiceNow 
• Identify and troubleshoot issues in ServiceNow and recommend workarounds or solutions 
• Develop training materials and provide end-user or IT technician training on using ServiceNow  
• Translate business requirements into technical requirements and then develop / deliver solutions to address the business requirements 
• Ability to execute all phases of the software development life cycle (SDLC) using DevOps and/or Agile 
• Configure and maintaining application security across all modules and interfaces. 
• Prior web development and ability to develop and configure ServiceNow using but not limited to HTML5, JavaScript (JS), AngularJS, CSS3 
• Test, recommend and plan ServiceNow service packs, minor and major release upgrades to sustain product support conformance 
• Provide design, development and implementation of ServiceNow through CSIP and Demand Management intake processes which include customizations, bug fixes or new features platform wide while aligning with IT Service Management policy, process and procedures. 
• Develop, sustain and customize dashboards based on approved branding style guide using JavaScript, AngularJS, HTML5 or CSS3 or standard out of the box features. 
• Optimize mobile experience in all areas of platform as need or defined by business requirements 
• Development and implementation of sustainable custom scripts for but not limited to business rules or  UI policies 
• Identify, develop and implement opportunities for orchestration 
• Other duties as assigned 


Minimum Experience and Qualifications 
• Bachelor’s Degree in Computer Sciences or related field and /or demonstrated capability to perform job responsibilities through four (4) previous years of experience and education  
• Understanding of ITIL best practice 
• Three (3) years of experience developing on the ServiceNow platform including creation and/or customization of the core applications such as Asset, Configuration, Incident, Change, Service Request, Service catalog, etc. 
• Experience developing Web Services, Workflows, Forms, UI Policies, Business Rules, Client and Server side scripts, UI Actions, ACLs in the ServiceNow platform. 
• Expert in HTML5, JavaScript, AngularJS and CSS3  
• Industry experience using REST and SOAP Web Services 
• Understanding of ServiceNow’s cloud-based SaaS model 
• Ability to explain technical issues and work progress to both technical and non-technical staff 
• Ability to work as part of a team  
• Available for overnight travel (less than 10%)    
• Must pass a ten (10) year background check and pre-employment drug test  
• Must be legally eligible to work in the country in which the position is located 


Preferred Experience and Qualifications 
• ITIL Certified to at least Foundation V3 level 
• ServiceNow – Certified Application Developer 
• Excellent communication and analytical skills  
• Experience with monitoring tools integration with ServiceNow a plus 
• Experience in implementation of ServiceNow as an ITSM tool 
• Capacity to adapt to constantly changing environments 


Working Conditions: 
• Normal office environment 


Crewmember Expectations:  
• Regular attendance and punctuality 
• Potential to work flexible hours, be available to respond on short-notice and support on-call duties 
• Well-groomed and able to maintain a professional appearance 
• When working or traveling on JetBlue flights, and if time permits, capable crewmembers are asked to assist with light cleaning of the aircraft 
• Must be an appropriate organizational fit for the JetBlue culture, i.e. exhibit the JetBlue values of Safety, Caring, Integrity, Fun and Passion 
• Promote JetBlue’s #1 value of safety as a Safety Ambassador, supporting JetBlue’s Safety Management System (SMS) components, Safety Policy and behavioral standards 
• Identify safety concerns, issues, incidents or hazards that should be reported and report them whenever possible and by any means necessary including JetBlue’s confidential reporting systems (Aviation Safety Action Program (ASAP) or Safety Action Report(SAR)) 


• Laptop, Desktop and/or tablet along with  other office equipment 


Work Environment:  
• Normal office environment  


Physical Effort:    
• Generally not required, or up to 10 pounds occasionally, 0 pounds frequently. (Sedentary) 

Nearest Major Market: Orlando

Apply now »