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ITSM Operations Engineer
Eden Prairie, Minnesota  |  Remote, Onsite
Contract Position
It appears that you have already applied to this job.
Applied on November 29, 2021
Job Id #51954 Posted November 8, 2021


As an Ops Engineer, you will be responsible for performing hands-on support for end-users, day-to-day maintenance, planning, and testing system upgrades, coaching other team members on best practices, as well as troubleshooting advanced custom applications

Primary Responsibilities:

  • Maintain existing ServiceNow modules to support the business and IT Service Management practices (Problem, Change, Incident, Request, Project Manager, CMDB, etc.).
  • Perform systems support activities including required participation in an on-call rotation for support of systems outside of normal business hours.
  • Contribute to the entire implementation process for new applications and enhancements to existing applications.
  • Coordinate and perform ServiceNow application and platform upgrades.
  • Create and maintain system support documentation.
  • Implement additional ServiceNow modules, as they are procured.
  • Drive the improvement of our ServiceNow implementation and service offerings based on user feedback.
  • Create custom workflows to support business processes.
  • Create integrations and process automation using ServiceNow.
  • Administer/maintain API and data integration processes between ServiceNow and other services.
  • Create and maintain Service Catalog Items and Knowledge Bases.
  • Work with IT ServiceNow vendor Team and other key client stakeholders within IT and the Business.
  • Conduct detailed analysis and study of customer requirements for new or existing projects to determine feasibility, cost and time required, and compatibility with current systems.
  • Develop and documents the framework for integration and implementation for changes to technical standards.
  • Develop moderate to complex infrastructure interactions to ensure the security, stability, recoverability, and access to systems and information.
  • Participate in cross-functional initiatives on the development and implementation of enterprise-wide major installations, upgrades and process changes.
  • Provide technical guidance to others as appropriate.
  • Portion of the time will be used to cross train and do ServiceNow development and creation of test cases for functional and regression testing.

Required Qualifications:

  • 5 – 7+ years of experience in software development and operational management
  • Experience with ITSM processes (Incident/Problem/Request/Change management)
  • Experience with JavaScript
  • Prior experience with Web-Services, AJAX, Business Rules, SOAP, REST SSO-SAML Setup and Integration of ServiceNow to Other Applications
  • Experience customizing ServiceNow using UI Pages, UI Macro & CMS using CSS, HTML, Jelly, Angler 1.5
  • Demonstrated knowledge of infrastructure design, implementation, administration, planning, developing
  • Demonstrated knowledge of technology, business, and industry
  • Strong oral and written communication and presentation skills
  • Have strong sense of responsibility
  • Strong human relations skills to effectively interact with leadership and management, peers, business partners and vendors
  • Skilled at systems, creative, critical and analytical thinking, decision making and problem solving

Preferred Qualifications:

  • 5 – 7+ years experience for the following:
    • ServiceNow Development
    • Experience with application support and on-call rotation
    • Experience with ServiceNow code promotion
    • Advanced knowledge of multiple ServiceNow Modules
  • Prior experience with application support and on-call rotation
  • Prior experience with ServiceNow code promotion
  • Advanced knowledge of multiple ServiceNow modules
  • Technical Certification
  • ServiceNow Certified Application Developer or other ServiceNow certification is a plus.
  • Experience with CI/CD pipelines

Projects the candidate will be working on:

  • Resource will be working with our ServiceNow ITSM application as a part of the Operations team.

Ideal Background:

  • Previous Healthcare experience would be good, but not required

Team and Team size:

  • 10
  • 1 Systems Analyst
  • 5 ITSM Ops Engineers

Top Responsibilities:

  • 5-7+ years of ServiceNow development skills
  • 5-7+ years experience with ITSM processes (Incident/Problem/Request/Change management)
  • 5-7+ years experience with JavaScript
  • 5-7+ years experience with Web-Services, AJAX, Business Rules, SOAP, REST SSO-SAML Setup, and Integration of ServiceNow to Other Applications
  • 5-7+ years experience customizing ServiceNow using UI Pages, UI Macro & CMS using CSS, HTML, Jelly, Angler 1.5

Working Time:

  • 8:00 AM to 5:00 PM CST

Interview Process:

  • Video or in Person depending upon candidates location
  • 2 rounds of interviews
  • Interviews will not be very technical

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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