Staff SW Engineer- ServiceNow/ITOM - job 2 of 3

As a Staff Software Engineer in ServiceNow/ITOM at Visa, your key responsibilities include designing, developing, and implementing ServiceNow ITOM-Health solutions to effectively monitor and manage IT infrastructure health. You will configure and customize ITOM-Health modules, conduct routine maintenance tasks like patch management and system upgrades, and provide essential training and support to end-users. Moreover, you'll deal with integrations, troubleshooting issues, and ensuring compliance with security policies.

To apply for the Staff Software Engineer position at Visa, you should ideally have a Bachelor's degree in Computer Science or a related field with at least 5 years of relevant experience in ServiceNow, focusing on ITOM-Health. Additionally, familiarity with scripting languages such as JavaScript, PowerShell, or Python is crucial. A solid understanding of ITIL processes and best practices, along with strong problem-solving and communication skills, are also highly valued.

In the Staff Software Engineer position at Visa, on-call support is a vital aspect of the role. You will participate in an on-call rotation designed to ensure all systems are monitored continually, especially during weekends or when resource gaps occur. This means you'll be responsible for promptly addressing any urgent issues that arise outside of regular office hours, ensuring high system availability and reliability.

Career growth opportunities for a Staff Software Engineer at Visa are promising! The company fosters a culture of continuous learning and innovation, providing numerous paths for advancement. You can progress toward senior technical roles or managerial positions, further specializing in areas like ITOM solutions, or expand your skill set into related engineering disciplines. Visa values employee development and offers resources to pursue certifications, advanced degrees, or leadership training.

The work environment at Visa for a Staff Software Engineer is designed to promote collaboration and innovation. This hybrid position allows flexibility, with a mix of remote and in-office work. You’ll be part of a talented team where communication is key, and you'll have opportunities to interact with management and experts across various disciplines, ensuring a dynamic and engaging workplace culture.

When designing Event Management solutions using ServiceNow, I first analyze the specific business requirements and the overall IT infrastructure health. I leverage my knowledge of ITOM modules to create a comprehensive design that includes integration with other tools, ensuring it meets best practices. Collaboration with cross-functional teams to gather specifications is also critical, as it ensures alignment with organizational goals and user needs.

In my previous roles, I've utilized scripting languages extensively within ServiceNow to automate processes and enhance functionality. For instance, I’ve written scripts in JavaScript to create custom workflows or use REST API calls for integrating ServiceNow with other systems. I believe that effective scripting can lead to significant improvements in efficiency and user experience, reinforcing the value of automation in IT service management.

My understanding of ITIL processes is rooted in their best practices for IT service management. I have applied ITIL frameworks in my previous roles to streamline incident, change, and problem management processes. This approach has helped ensure that changes are implemented smoothly without disrupting services while maintaining compliance with governance standards.

In a previous position, I encountered a scenario where our ITOM-Health monitoring was not correctly correlating incidents across different platforms. To resolve this, I conducted a thorough analysis of the event data, identified mismatched configuration items, and refined our correlation rules within ServiceNow. This improvement not only fixed the immediate issue but also enhanced our overall incident response time significantly.

I stay updated with the latest ServiceNow features and industry trends through continuous learning, attending webinars, and participating in the ServiceNow community forums. I also follow relevant blogs and publications to keep abreast of emerging technologies and standards in IT service management. This proactive approach helps me integrate new features effectively into our existing workflows.

Some best practices for integrating ServiceNow with other IT systems include ensuring data consistency and security during the transfer, utilizing REST APIs where possible for real-time integration, and thoroughly testing integrations before rollout. It is also vital to document integration processes and have clear communication lines with stakeholders to manage expectations and address issues promptly.

In my previous role, I participated in an on-call support rotation where I dealt with several critical incidents outside of regular hours. I followed a structured approach to troubleshooting by first assessing the issue, gathering relevant data, and communicating with affected stakeholders. By effectively prioritizing tasks and maintaining detailed logs, I ensured that all incidents were resolved swiftly and documented for future reference.

To ensure compliance with security policies, I regularly review existing protocols and assess risks associated with new implementations. I engage in security training, collaborate with security teams to perform audits, and align my development work with industry standards like ISO 27001. Additionally, I incorporate security best practices into the software development life cycle to address vulnerabilities proactively.

In a fast-paced work environment, I prioritize tasks based on urgency and impact. I utilize project management tools to track progress and deadlines while communicating effectively with my team. When faced with competing priorities, I remain flexible, re-evaluate timelines, and delegate tasks when possible, ensuring we meet our goals while maintaining quality service delivery.

Documentation is crucial in IT operations as it provides clarity and continuity in processes. It serves as a reference point for team members, ensuring everyone is aligned on procedures and policies. I advocate for thorough documentation as it minimizes confusion, aids in training new personnel, and plays a significant role during system audits and reviews to ensure compliance and operational efficiency.