Senior ServiceNow Engineer

About the Opportunity
The
UNC System Office is seeking a highly skilled and motivated Senior ServiceNow
Engineer to lead the implementation and optimization of the ServiceNow platform
across key enterprise modules including HR Service Delivery (HRSD), IT Service
Management (ITSM), Customer Service Management (CSM), Strategic Portfolio
Management (SPM), and Integration Hub.

This
role is critical to the modernization of digital services and business
workflows across the System Office. The successful candidate will have
extensive experience in standing up and configuring ServiceNow instances from
the ground up and will collaborate closely with UNC System Office staff,
including those with business workflow expertise and prior ServiceNow
implementation experience. This collaborative approach ensures that technical
solutions are aligned with real-world needs and institutional goals.

The
Senior ServiceNow Engineer is responsible for designing, building, configuring,
integrating, and maintaining the ServiceNow platform to deliver business
capabilities across HR Service Delivery, IT Service Management, Customer
Service Management, and Strategic Portfolio Management. This role combines
in-depth technical expertise with a practical understanding of process
workflows and platform optimization to deliver scalable, maintainable, and
high-quality solutions.

This position is a hybrid work arrangement and is anticipated to work at least three days per week onsite at the Dillon building in downtown Raleigh's Warehouse District. UNC System employees are generally required to reside in North Carolina, within a 2-hour commuting distance of their assigned duty station.

About the UNC System Office

The UNC System Office includes the offices of the President and other senior administrators of the multi-campus University of North Carolina System. The UNC System is a treasured public institution dedicated to serving the people of North Carolina through world-class teaching, research, and community engagement. Today, nearly 250,000 students are enrolled in our 16 universities across the state and at the NC School of Science and Mathematics. System Office staff is responsible for executing the policies of the UNC Board of Governors and providing University-wide leadership in the areas of academic affairs, business and financial management, long-range planning, student affairs, research, legal affairs, and government relations. The UNC System Office also has administrative oversight of a number of University affiliates, including PBS North Carolina, the North Carolina Arboretum, the NC State Education Assistance Authority, and University of North Carolina Press.

About the Team
The
Information Technology division works collaboratively with UNC constituent
institutions to help ensure efficient and cost-effective integration of new
technologies that meet common and unique needs of the 17 institutions. The
division is also charged with managing the highly complex enterprise-wide data
modernization efforts that will enable the System to better monitor, evaluate,
and manage our enterprise; as well as facilitate timely comparisons across the
17 institutions and create better data-sharing capabilities for smarter and
more efficient data-driven decisions.

Minimum Education, Experience, and Skills
Bachelor's degree in Computer Science, Information Systems, Engineering, or related discipline and at least 5 years of experience with ServiceNow, including:
*Leading multiple implementations from platform standing to production,
*Delivering solutions across HRSD, ITSM, CSM, and SPM, and
*Expertise in Integration Hub and automation design.
*Expertise in Upgrade management, having done several version upgrades to the platform

Required Competencies
* Hands-on proficiency with JavaScript, Glide scripting, Flow Designer, REST/SOAP APIs, and Service Portal
development.
* Demonstrated experience working with business stakeholders and functional subject matter experts to co-develop workflows and solutions.
* ServiceNow Certified System Administrator (CSA) required.
* Experience in implementing AI in HRSD.
* Strong interpersonal communication and stakeholder engagement skills.
* Proven ability to manage competing priorities and deadlines in a collaborative environment.
* Strategic mindset with practical experience implementing enterprise-grade workflow systems.
* High degree of initiative and ownership.

Preferred Education, Experience, and Skills
*
Prior experience in higher education, government, or public-sector
institutions. * Familiarity with data governance, SaaS integrations, and
organizational change management. * Exposure to ServiceNow Governance, Risk
& Compliance (GRC) or Virtual Agent modules. * Experience using version
control and CI/CD tools such as GitHub, Azure DevOps, or Jenkins. * At least one
ServiceNow Implementation Specialist (CIS) certification (e.g., ITSM, HRSD, or
CSM).

• Classification: IT Analyst/Programmer III
• Appointment Type: Permanent
• Full-Time/Part-Time: Full-Time
• Employment Type: EHRA
• EHRA Category: Instructional, Research and Information Technology
• Location: Raleigh, NC USA
• Position Number: 20071700
• Special Instructions to Applicants: The posting remains open until filled, but applications received by Friday, August 15 will receive priority consideration.

Equal Employment Opportunity and Other Information
The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or status as a protected veteran.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) is a VEVRAA Federal Contractor.

To claim veteran's preference, all eligible persons must indicate their eligibility as requested on the application. A DD Form 214, Certificate of Release or Discharge from Active Duty, may be required later in the selection process.

The UNC System Office (includes PBS NC, NCSEAA, and NC Arboretum) participates in E-Verify. Federal law requires all employers to verify the identity and employment eligibility of all persons hired to work in the United States.

Human Resources Contact Information
Applicants needing assistance with the application process are asked to contact: recruiter@northcarolina.edu.