Flex Technology Group Careers

Description

Flex Technology Group is the largest Brand-Neutral Managed Print Services provider with an industry-leading Nationwide footprint. We are service and solutions professionals, providing support to clients of all sizes and industries from coast to coast. Our vast support network and unique proprietary technology make us more than Best-in-Class - we're in a class of our own.

Position Summary

We seek a skilled ITSM Engineer specializing in ServiceNow to support our IT Service Management processes and integrate solutions with customer-facing ticket-sharing capabilities. The ideal candidate will have hands-on experience with ServiceNow configurations, customizations, and modifications to ensure seamless customer communication and service support. This role involves designing, developing, and maintaining ServiceNow integrations to improve service efficiency and customer experience. 

The salary range for this role is $108,000- $141,000

Essential Functions and Responsibilities

• Design and develop ServiceNow integrations for ticket sharing with customers, including bi-directional communication, data synchronization, and automated workflows.
• Configure and customize ITSM systems to meet business requirements, including Incident, Problem, Change, and Service Catalog.
• Implement ServiceNow REST APIs, web services, and custom scripts to connect with external systems for efficient ticket sharing.
• Create, maintain, and improve customer-facing portals for seamless interactions and ticket submission.
• Collaborate with customers and internal teams to understand integration needs and ensure high-quality service delivery.
• Troubleshoot and resolve issues related to ServiceNow integrations and configurations.
• Work with ServiceNow's ITOM/ITBM/CMDB modules to enhance ticket management and overall ITSM effectiveness.
• Develop and maintain documentation for integrations, configurations, and process workflows.
• Assist in system upgrades and system maintenance activities, ensuring minimal disruption to services.
• Develop and implement ITSM workflows, automation, and service delivery improvements.
• Collaborate with cross-functional teams to understand IT service needs and create efficient processes.
• Provide technical expertise in the design, development, and integration of ITSM systems.
• Ensure ITSM practices align with ITIL's best practices to improve service quality and customer satisfaction.

Qualifications and Experience

Minimum Qualifications:

• Bachelor’s degree in computer science, Information Technology, or related field, or equivalent experience.
• 3-5 years of experience in ITSM engineering or IT service management roles.
• Strong knowledge of the ITSM tool ServiceNow.
• Experience with ITIL processes, including Incident, Problem, Change, and Request Management.
• ITIL Foundation certification is preferred.
• Hands-on experience with ServiceNow ITSM tool configuration, customization, and integration.
• Strong analytical and problem-solving skills.
• Excellent communication skills, with the ability to work effectively with stakeholders across the organization.

Preferred Qualifications:

• 5+ years of experience in ITSM engineering or IT service management roles.
• ITIL Intermediate or Expert certification.
• Experience with ServiceNow ITSM modules, including Asset Management, CMDB, and Knowledge Management, integration methods, such as REST, SOAP, MID Servers, and API management.
• Familiarity with automation tools and techniques, such as Flow Designer, Workflow Editor, or other automation frameworks.

Flex Technology Group provides equal employment opportunities to all employees and applicants for employment.  The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws.  This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.