Staff SW Engineer - job 0 of 50

As a Staff Software Engineer in our Ashburn office, your key responsibilities include designing, developing, and implementing ServiceNow ITOM-Health solutions to monitor and manage IT infrastructure health. You’ll also customize various ITOM-Health modules, develop integrations, and ensure compliance with security policies. Your role involves conducting routine maintenance tasks and providing training to end-users, making your contribution vital to our daily operations and long-term strategy.

To be successful as a Staff Software Engineer in Ashburn, you should have extensive experience with event management tools, excellent analytical skills, and a background in IT infrastructure. Proven ability in handling complex integrations and maintaining high availability, as well as understanding change processes, is essential. Familiarity with ServiceNow and ITOM-Health modules is highly beneficial, alongside strong communication and team collaboration skills.

The on-call rotation for the Staff Software Engineer position in Ashburn is designed to ensure that our systems are monitored and supported 24/7. This means you will take turns being available for urgent issues or maintenance needs outside regular hours, including weekends. This setup allows for continuous support of our infrastructure, balancing work life and technical responsibilities.

Daily tasks for a Staff Software Engineer in the event management team include providing support and maintenance for event management tools, addressing user requests, participating in project sprints, and collaborating with other engineering teams. You will also troubleshoot any integration issues, ensure system health through regular maintenance, and remain updated with the latest technology trends to optimize our processes.

As a Staff Software Engineer in Ashburn, collaboration with other engineering teams is crucial. You'll work together to create Reference Architectures and establish technology standards. By sharing insights and developing infrastructure building blocks, you’ll help offer valuable services to our internal customers, enhancing overall operational efficiency and fostering a community of innovation.

When designing high-level technical solutions, I start by thoroughly understanding the project requirements and user needs. I then create a blueprint that considers scalability, security, and flexibility. Utilizing diagramming tools to visualize the architecture helps me convey ideas and allows for collaborative feedback from team members, ensuring we align on objectives.

My approach to troubleshooting ServiceNow ITOM-Health involves systematically identifying the root cause, starting with reviewing logs and system alerts. I leverage debugging tools and collaborate with cross-functional teams to replicate issues if needed. Staying updated with ServiceNow documentation and community forums also helps me find solutions quickly and apply best practices.

In my experience with change processes, I understand the importance of having a structured approach. This involves ensuring all changes are documented, validated, and tested before implementation. I actively participate in planning meetings, risk assessments, and post-change reviews to refine our processes and ensure continuous improvement.

To ensure my team meets project deadlines while juggling multiple sprints, I prioritize effective communication and time management. We establish clear timelines and milestones and hold regular check-ins to track progress. Additionally, I advocate for agile methodologies to adapt to challenges and facilitate collaborative problem-solving.

Keeping documentation current is vital, and I achieve this by integrating documentation tasks into our regular workflow. I encourage the team to update documents alongside project milestones and ensure we maintain a single source of truth. Regular reviews and user feedback also guide necessary updates to enhance clarity and usability.

I stay updated on the latest ServiceNow features and industry trends by participating in online webinars, reading relevant industry blogs, and engaging in community forums. Networking with other professionals at industry events and following thought leaders on social media also helps keep me informed about emerging best practices and tools.

In a previous role, I encountered a complex integration issue between ServiceNow and an external database. To address it, I organized a stakeholder meeting to gather insights and clarify expectations. My methodical approach involved breaking down the problem, running tests, and re-evaluating our integration points. Ultimately, we successfully resolved the issue and maintained robust system performance.

Key elements in maintaining high availability include implementing redundancy, conducting regular performance tuning, and establishing an effective monitoring framework. I also emphasize proactive maintenance practices, like patch management, and staying prepared with a solid disaster recovery plan to ensure minimal downtime and quick recovery should issues arise.

Supporting end-users and stakeholders effectively requires clear communication and understanding their specific needs. I prioritize establishing a feedback loop with regular training sessions, offer comprehensive documentation, and ensure prompt responses to inquiries. Building rapport and being approachable helps create a positive support experience and fosters trust.

Handling conflicts within a cross-functional team involves active listening and mediating discussions to find common ground. I encourage transparency and open dialogue, allowing team members to express their perspectives. By facilitating constructive conversations, I aim to align our goals and foster a collaborative environment where we can resolve conflicts positively.