Principal / Senior ServiceNow Engineer – Strategic Portfolio Management (SPM)
Location: United States (Remote/Hybrid as applicable)
Contract-to-Hire opportunity

Role Overview
Our client, a community-focused, people-first, rapidly growing regional bank, is expanding its enterprise use of the ServiceNow platform and is seeking a Principal / Senior ServiceNow Engineer with deep Strategic Portfolio Management (SPM) experience. This role will be a key technical leader on the ServiceNow platform, supporting multiple initiatives including the rollout of SPM (Collaboration Workspace and Project/Portfolio Management), expansion of Software and Hardware Asset Management, CMDB maturity, and broader platform scalability.

This position requires a hands-on senior engineer who has participated in at least one full ServiceNow implementation from scratch and can lead design, configuration, and delivery efforts while partnering closely with infrastructure, third party integrators, and business stakeholders.

Key Responsibilities

• Serve as a senior technical lead for the implementation and expansion of ServiceNow Strategic Portfolio Management (SPM), including Collaboration Workspace and Project/Portfolio Management.
• Design, configure, and deliver scalable ServiceNow solutions aligned with enterprise standards and best practices.
• Perform hands-on development and configuration using ServiceNow platform capabilities such as Flow Designer, scripting, integrations, and platform automation.
• Partner with stakeholders to translate business and technical requirements into well-architected ServiceNow solutions.
• Support and align SPM initiatives with broader platform efforts including Software Asset Management, Hardware Asset Management, and CMDB maturity.
• Act as an escalation point for complex technical issues and provide guidance and mentorship to other ServiceNow engineers.
• Contribute to platform governance, documentation, and delivery standards to support long-term scalability and maintainability.

Required Qualifications

• Senior-level ServiceNow engineering experience in enterprise environments (ideal 7+ years).
• Demonstrated experience implementing ServiceNow SPM solutions.
• Participation in at least one greenfield or net-new ServiceNow implementation from planning through go-live.
• Strong hands-on experience with ServiceNow configuration, development, and integrations.
• Ability to lead technical design discussions and influence platform decisions.

Preferred Qualifications

• Experience with IT Asset Management (Software and/or Hardware) and CMDB governance.
• Familiarity with Discovery, Service Mapping, and CMDB data quality practices.
• ServiceNow certifications related to SPM, ITSM, or platform architecture.
• Banking and/ or Financial Services industry experience.

What Success Looks Like

• Successful enterprise rollout and adoption of ServiceNow SPM capabilities.
• Improved visibility and governance across portfolios, projects, and investments.
• Strong technical foundations supporting CMDB accuracy and asset lifecycle management.

Job Description

As an Operations Technician in the Broadband NOC you will be responsible for monitoring and maintaining the Broadband network. This role evaluates, opens/closes trouble tickets and works the repair of network equipment/facilities with field operations, tech support and other work groups. Knows equipment specific maintenance procedures and can assist field ops in card swaps and equipment restoration. Knowledge of Broadband / DSLAM network topology. Some basic knowledge of Ethernet router / switch equipment is a plus. Able to follow Methods of Procedure (MOPs), anticipate problems, and take corrective action proactively. Basic understanding of telecom, network topology and repair procedures. Works with minimal supervision in NOC environment, sometimes for extended hours and is available to work all hours in a 24×7 environment. Communicates effectively with peers, other centers, off-net providers and customers.

As an Operations Technician, your duties and responsibilities will include:

Maintain excellent acknowledgement and response time to alarms and customer calls.

Provide quality documentation of network failures and maintenance activity.

Establish factual data to allow management and vendors to understand the problem and prevent recurrence.

Analyze, diagnose, sectionalize, isolate, and resolve trouble situations.

Manage and correlate multiple trouble reports.

Communicate with internal customers and others in a repair situation.

Provide Tier I support in platforms supported

Interact with all Tier repair teams. Initiate internal/external escalations, as necessary.

Provide follow up and closure of assigned trouble tickets

Works in 24×7 environment and may need to work evenings, nights and/or weekends and holidays

Qualifications

WHAT IT TAKES TO CATCH OUR EYE

Knowledge and experience in network architecture of Broadband / DLSAM network systems and configurations

Basic understanding of Ethernet router / switch and ATM network equipment is a plus

Knowledge of Element Management Systems (EMS), Operational Support Systems (OSS), network inventory, alarming, provisioning and other support systems

Proficiency in interpersonal communications, particularly with up and downstream personnel at all company levels

Effective oral, written and presentation skills, including proficiency in the Microsoft Office program suite

BONUS POINTS FOR:

Industry certifications (Business Management or Technical Certification)

Awards for operational or customer service excellence

Experience working as a technical support analyst/specialist

Experience working in a Network Operations Center