HKS, Inc. · 13 hours ago
ITSM Engineer III - ServiceNow
Dallas, TX
Full-time
Hybrid
Senior Level, Lead/Staff
8+ years expHKS, Inc. is seeking an ITSM Engineer III specializing in ServiceNow to configure, maintain, and optimize the ServiceNow platform for IT service management processes. The role involves collaborating with stakeholders to enhance service delivery, implementing ITIL-based solutions, and ensuring the platform aligns with business needs.
Architecture
Responsibilities
Designs, develops, and customizes ServiceNow applications, modules, and workflows within the ITSM suite (e.g., Incident, Problem, Change, Service Request Management)
Implements and manages catalog items, forms, and approval workflows
Creates and maintains business rules, client scripts, UI policies, data policies, and other configurations
Monitors the health, performance, and security of the ServiceNow platform
Performs daily administration and support tasks, including user management, data imports, and system upgrades
Collaborates with stakeholders to analyze and optimize ITSM processes for efficiency and alignment with industry best practices (e.g., Incident, Problem, Change, Service Request Management)
Facilitates the evaluation of all requests for change (RFCs) to determine the impact on business processes and IT services, and to assess any change risks
Performs incident and problem management analysis, identifying trends and recommendations for systemic problem elimination
Facilitates the problem management process and tracks systemic problems from root cause analysis to the implementation of all remediation efforts
Implements process improvements leveraging ServiceNow capabilities
Develops and maintains integrations with external systems and tools using APIs, MID servers, and other ServiceNow integration capabilities
Automates routine tasks and processes to improve productivity and service delivery
Manages data imports, exports, and data integrity within the platform
Creates and maintains reports, dashboards, and performance analytics to provide actionable insights to stakeholders
Works closely with cross-functional teams, including IT, HR, and other business units, to understand requirements and deliver tailored solutions
Provides training and support to end users and administrators as needed
Stays up-to-date with ServiceNow releases, features, and best practices
Identifies opportunities for platform enhancements and proposes innovative solutions
Provides afterhours support as needed for high severity situations
Perform other duties assigned by leadership
Qualification
Required
Bachelor's degree in Computer Science, Information Technology, or an equivalent combination of education and experience
Typically with 8+ years of experience working with the ServiceNow platform, with a focus on ITSM
ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS) certifications required
Expertise with a variety of concepts, practices, and procedures related to IT Service Management; specifically, ITIL required
Knowledge of scripting languages such as JavaScript, HTML, CSS, and AngularJS
Proficiency in configuring and developing within the ServiceNow platform
Experience with ServiceNow modules such as ITSM, ITAM, ITOM, CSM, HRSD, and CX
Experience with Agile/Scrum development methodologies
Experience with REST/SOAP APIs and integrations
Experience with SQL and reporting principles
Experience in MS Office Suite, including Excel, Outlook and Word
Strong customer service, interpersonal skills and the ability to interact with all levels of staff
Strong work ethic and eagerness to produce high quality, accurate results
Strong organizational skills and the ability to work on multiple projects at the same time
Ability to hold sensitive information with a high level of confidentiality and integrity
Ability to communicate and present ideas in a clear, concise and professional manner both verbally and in writing
Ability to proactively problem solve and apply innovative solutions
Ability to work and collaborate in a team environment, and ability to work independently and prioritize work
Ability to effectively meet deadlines at expected quality
Travel may be required
Preferred
ServiceNow CAD and CTA certifications
Company
HKS, Inc.
HKS is a global firm of architects, designers, planners and advisors who create places noted for their beauty and performance.
1001-5000 employees
H1B Sponsorship
HKS, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (48)
2024 (29)
2023 (23)
2022 (30)
2021 (11)
2020 (15)
Funding
Current Stage
Late StageLeadership Team
Dan Noble
Chairman, President & CEO
Cory Brugger
Chief Technology Officer
Recent News
2025-09-16
Sports Business Journal
2025-09-12
Company data provided by crunchbase