ITSM Engineer

About The Role

It's a great time to join us at Airlines Reporting Corporation (ARC)! ARC accelerates the growth of global air travel by delivering forward-looking travel data, flexible distribution services and other innovative industry solutions. We are a leading travel intelligence company with the world’s largest, most comprehensive global airline ticket dataset, including more than 15 billion passenger flights. By working here, you can contribute to solutions and expertise that strengthen economies and enrich lives. We think big, embrace challenges and explore new ideas to lead the way for the travel industry.

ARC is looking for a ITSM Engineer to join our team! In this role you will design, build, customize, and administer the Information Technology Service Management (ITSM) applications and services focused on Service Now. You will work to develop moderate to complex workflows to automate business processes and deliver solutions to complex technical issues and support projects and ongoing maintenance activities using technical and functional skills and expertise. You will also maintain and provide continuous improvement of processes, standards, policies, working methods, and tools using Agile and ITIL best practices. As ARC's ITSM Engineer, you will work independently and apply correct level of urgency to technical solutions and be expected to effectively communicate with the business team and work with cross functional teams to deliver quality solutions to our business partners.

What You'll Get To Do

• General Support, administration, and maintenance of the ITSM platforms and associated applications. Provide for problem determination and resolution, assist with implementation of new or unused features, and provide training and documentation.
• Administer ITSM instances including the delegation of groups, workflows, business rules, policies, dictionary, and catalog items.
• Update, maintain, and support IT operations management (ITOM), discovery, and mid-servers. Build and support reports, dashboards, and homepages.
• Develop and support workflows and integrate ITSM with third party systems/applications, including Jira and salesforce.
• Serve as primary point of contact for operational support. Monitor health, usage, and overall compliance of applications and platforms.
• Coordinate and manage application and platform patches and upgrades.
  
  

You'll Bring These Qualifications

• Bachelor’s degree in information technology or related fields; or equivalent work experience
• Experience with software development methodology, prior software development experience is a plus
• 3+ years implementing ServiceNow solutions
• ServiceNow certification or equivalent experience
• Experience with ITOM, mid servers, and discovery, experience with ITAM desired
• Experience integrating ServiceNow with other application eg: Jira, Slack, Salesforce
• Experience with Basic DevOps Tooling (Git, Jenkins, GitLab)
• Experience with Cloud architecture and system design (AWS, Azure, etc.)
• Scripting & Reporting experience is highly recommended eg: Javascript, Angular, Jelly, HTML
• Ability to discover and define non-functional requirements and to transform them into technical requirements and solution definition
• Strong communication skills (verbal and written) and ability to communicate technical information to nontechnical audiences
• A strong intellectual curiosity to continually explore improvements to best meet evolving business and market
• A passion for continual improvement, ability to challenge the status quo and a willingness to work to with others to improve the environment
  
  

What We Can Offer You

• Joining ARC means joining a team that is motivated, diverse, creative, collaborative and solutions-oriented. We think big, embrace challenges, and explore new ideas to lead the way for the travel industry.
• Our employees value the hands-on learning and professional development opportunities that allow them to expand their skills and grow their career in new, dynamic ways.
• ARC offers WorkFlex. WorkFlex is ARC’s hybrid work program which offers eligible employees the flexibility to work from home while also requiring in office workdays throughout the year to foster collaboration and connection throughout the organization. We’ve designed WorkFlex to enable employees to succeed and thrive while maintaining strong connections to one another and ARC - both of which are critical to our shared success.
• We offer a highly competitive, comprehensive benefits package so you can worry less and focus on what truly matters.
• By joining ARC, you will partner with top minds in the industry as we use data and technology to innovate how the world travels.
  
  

EOE M/F/D/V Females and Minorities Encouraged to Apply

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