Description

• Strong ServiceNow Platform Management experience
• Hands-on experience with ServiceNow Performance Analytics, Virtual Agent, or AI Search
• Version control tools (e.g., Git, Jenkins)
• Experience developing platform logic and automation using Glide scripting languages, such as Glide scripting and ServiceNow APIs
• Knowledge of ITIL processes and frameworks

• Develops and manages scoping and requirements definition, and ensures traceability to the source.
• Build, configure, and customize enterprise platform applications, modules, and workflows, including core service processes such as Incident, Problem, Change, and Service Request.
• Implement integrations with third-party systems using REST, SOAP, and API-based technologies.
• Design, develop, and optimize platform‑level logic and automation by writing configuration scripts, event‑driven code, and workflow execution routines to enforce business rules, manage data operations, and support complex interaction patterns across the enterprise.
• Analyze system performance issues, apply corrective actions, and manage upgrades.
• Stay current with platform releases, emerging features, and industry best practices for enterprise application ecosystems.
• Develops and executes test plans and test cases; implements scalable and reliable automated tests and frameworks.
• Develops acceptance criteria related to functional and non-functional requirements, business processes, features, user stories, and business rules.
• Utilizes appropriate tools and techniques to evaluate user experiences of systems, products, services, or devices, and validates that security, usability, and accessibility requirements have been met.
• Develops, configures, and maintains tools to identify, track, log, and maintain accurate, complete, and current system information; develops and maintains associated operational documentation.
• Maintains application support processes and uses application management software tools to investigate issues, prioritize and diagnose incidents, collect performance statistics, and create reports.
• Defines, documents, and executes small projects or sub-projects. May act as product owner for one or more lower-value products or services, managing elements of the product life cycle to meet customer/user needs and achieve financial or other targets.
• Plans, organizes, and conducts quality and safety assessments, and suggests opportunities for improvement. Contributes to identifying, analyzing, and documenting hazards and safety risks.
• Monitors and reports on supplier performance, customer satisfaction, adherence to security requirements, and market intelligence.
• Continuously develops and maintains personal knowledge of software engineering practices, emerging trends, and technologies.
• Implement and manage access controls, roles, permissions, and authentication mechanisms to ensure secure and compliant system operation.
• Provides technical advice to project teams and mentors less experienced staff to foster talent development.
• Performs other duties and tasks as assigned.
• Travel may be required to other MTA locations or other external sites
• May need to work outside of normal work hours, supporting operations on a 24/7 basis
• Observing the work performed by the contractor.
• Reviewing invoices and approving them if the work meets contractual standards.
• Addressing performance issues with the contractor when possible; and
• Escalating issues to other parties as needed.

Required Qualifications

• Education: Bachelor’s degree and a minimum of 5 years of relevant experience. An equivalent combination of education and experience may be considered in lieu of a degree.
• Experience: 5 years
• Certification(s): Requires at least one certification in the current platform/domain/technical skill. Possible certifications could be, but are not limited to:

Technical Skills

• Extensive knowledge of platform technologies with hands-on and high proficiency in the following, among others:
  • Cloud Computing
  • Containerization & Orchestration
  • Azure
  • CI/CD Pipeline
• Strong analytical, problem-solving, and communication skills.
• Experience developing platform logic and automation using scripting languages (e.g., JavaScript, Glide API), server‑side and client‑side APIs, reusable code modules, business rules, UI logic, and configuration policies
• Experience with platform technology modules (ITSM, ITOM, ITAM, HRSD, CSM).
• Familiarity with platform technology tools (Flow Designer, Studio IDE, Update Sets).
• Knowledge of web technologies (HTML, CSS, AngularJS).
• Understanding of platform technology architecture and data model for platform technologies

Behavioral Skills

• Advanced in establishing and maintaining effective working relationships with employees at all levels within the organization, and with both internal and external customers.
• Advanced interpersonal, verbal, and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
• Advanced in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical)
• Adept in identifying and analyzing risks and developing effective mitigation strategies.
• Adept in critical thinking, problem-solving, and decision-making skills.
• Adept in active listening, attention to detail, customer service, prioritization, and problem-solving skills.
• Adept in hands-on experience with related tools.
• Adept in working independently and strategically.
• Adept technical knowledge and diverse skillset to understand various technologies, systems, and potential risks.
• Adept in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.
• Adept at working under pressure and meeting deadlines individually and collaboratively. Thinks logically, assesses problems, and is results-oriented.
• Adept in identifying complex business and technology risks and associated vulnerabilities.

Competencies

Other Information

Pursuant to the New York State Public Officers Law & the MTA Code of Ethics, all employees who hold a policymaking position must file an Annual Statement of Financial Disclosure (FDS) with the NYS Commission on Ethics and Lobbying in Government (the “Commission”).

Equal Employment Opportunity

MTA and its subsidiary and affiliated agencies are Equal Opportunity Employers, including with respect to veteran status and individuals with disabilities.

The MTA encourages qualified applicants from diverse backgrounds, experiences, and abilities, including military service members, to apply.