Senior Software Engineer - Managed Services

Our Mission

NewRocket, a global, full-service Elite ServiceNow partner, helps top enterprise leaders solve their toughest business problems and navigate change with confidence. Our mission it to go beyond, creating meaningful experiences for our employees and customers. Our vision is to be the go-to ServiceNow Guide, creating extraordinary results, with ServiceNow.

NewRocket has been awarded the “2024 BEST Award”, “2024 ServiceNow Customer & Industry Workflows Delivery Success Partner (CIWF)”, “2023 ServiceNow Worldwide Customer Workflow Partner of the Year” and “2023 ServiceNow Creator Workflow Partner of the Year”. We are #GoingBeyond  

Come join our Crew!

Our Approach to Work

At NewRocket, people are not just the backbone; they're the heartbeat. We champion diversity, celebrate creativity, and embrace the uniqueness each person brings to the table. Here, it's not just about a job; it's about fostering a healthy work-life balance, creating a culture that thrives on collaboration and innovation, and supporting professional growth for individuals and teams.

We believe in creating meaningful experiences, not just for our clients but for every member of our crew. Your voice matters, your growth matters, and you matter. Join us for a journey where your uniqueness is not only recognized but celebrated, and together, let's create something extraordinary!

Your Career

We are hiring for a ServiceNow Senior Software Engineer to join our Managed Services team. We will provide support and guidance to get you up to speed on some of the most amazing projects!  We provide official ServiceNow training so you can achieve multiple certifications. We will set expectations for what success looks like. Then we will allow you use your skills and experience to come up with innovative solutions to achieve customer goals. The candidate will join an existing team working within the US and Canada.

Your Impact

• As a ServiceNow Developer, you will be responsible for the creation of new service catalogue items, configuration within ServiceNow modules
• Working customer incidents, requests, low/medium complex enhancements, whilst following development and CAB processes, and the customers internal ticket and change processes
• Updating and keeping current cases and customer tickets for incidents, requests, questions, enhancements, and defects for clients
• Enhance ServiceNow (SN) workflows in Agent Workspace, Service Catalogue, Mobile App, Incident/Request/Problem Management, CSM and other ServiceNow modules
• Interact with technical SMEs to get necessary environment information to support your service map and event work
• Participate in user acceptance testing of the resulting development work.
• Remediate any production incidents that arise related to this scope
• Proactively maintain operational documentation and SOPs to reduce support risk & inefficiency
• Ensuring all cases are meeting agreed SLAs. Escalating proactively
• Gathering requirements when required from the customer
• Scoping and Estimating Features/enhancements
• Providing on call and after hours support as required
• Provide engineers with architectural blueprints/requirements for implementations

 Your Experience

• 5+ years of experience in ServiceNow development
• Experience with ITSM/CSM/SPM/ITOM capabilities within ServiceNow
• Ability to research and independently learn new technical information to perform configuration, operation, or network connectivity of applications, operating systems and network devices
• Excellent Customer Service Skills
• Excellent communication and presentation skills to include technical and business concepts
• Keen attention to detail
• Swift action and analysis to identified customer issues
• Good Business Analysis skills for requirements gathering and clarification
• Fundamental understanding of the key technologies relevant to the ServiceNow integration solutions including: SSO, SAML, SSL, Web Services, LDAP, JDBC, ODBC, REST, SCP, FTPS

Education & Certifications

• BA/BS degree in Business Administration or technology related field preferred, or equivalent experience
• ServiceNow Certified System Administrator and ServiceNow Certified Application Developer Certification or the ability to obtain relevant certification.

This position may require occasional travel, both domestic and international, as part of the job responsibilities.

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard. We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status. For individuals with disabilities who would like to request an accommodation, please contact hr.ca@newrocket.com