Contractors’ Warehouse —
Systems Engineer Principal – ITSM (Remote)

Position Purpose:

The Principal, Systems Engineering, guides the development, maintenance, and support of The Home Depot's technical infrastructure that includes network, hardware, database, and system software components. They have an in-depth understanding of the technology landscape and act as the face of the Systems Engineering group to other areas of the organization. In addition, they provide technical guidance to more junior Systems Engineers.

The purpose of the ITSM Systems Engineer Principal role is to design and guide the ongoing functionality of the ServiceNow platform at The Home Depot. This role blends strategic thinking with deep technical expertise to ensure the ServiceNow Platform is aligned with business goals, IT strategy, and industry best practices.

Key Responsibilities:

• 40% Strategy & Planning:
• Researches and analyzes business trends and behavioral data to identify opportunities for improvements and new initiatives
• Leads the evaluation, development, and recommendation of specific technology products and platforms to provide cost-effective solutions that meet business and technology requirements
• Researches and designs best fit infrastructure, network, database, and security architectures for products
• Guides the proactive creation and maintenance of tools for monitoring and support
• Leads project budgeting, planning, and management across multiple efforts and teams
• Develops and delivers formal training courses
• Visits with operational units (e.g., warehouses, stores, data centers) to understand needs and build relationships
• 20% Delivery & Execution:
• Guides configuration, debugging, and support for infrastructure
• Documents, reviews and ensures that all quality and change control standards are met
• Guides field and corporate roll-outs of technology
• Guides the stand up of necessary system software, hardware, and equipment (physical or virtual) to meet changing infrastructure needs
• Creates and optimizes specifications for complex technology solutions
• Produces and manages purchase requests for hardware and software
• Creates technical white papers and thought leadership
• Creates and enforces process standards
• Leads disaster recovery planning and engineering efforts
• Collaborates with other leaders to drive build versus buy decisions with regard to technology
• 30% Support & Enablement:
• Collaborates with product and project teams to understand needs and enable them with infrastructure
• Guides technology architecture design review efforts for project and product teams
• Leverages tooling and custom applications to monitor the operational status of applications, infrastructure, networks, databases and security; optimizes and tunes performance as appropriate
• Guides root cause analysis, debugging, support, and post-mortem analysis for security incidents and service interruptions
• Guides maintenance, upgrades, and support for existing systems and infrastructure to ensure operational stability
• Acts as a vendor relationship manager
• Guides the production of in-house documentation around solutions
• Monitors tools and proactively helps teams struggling with systems issues
• Provides application support for software running in production
• Guides the creation of scripts and tools that drive automation and enable product teams and end users to move towards self service
• Acts as a mentor to more junior Systems Engineers
• 10% Learning:
• Keeps abreast of innovations and industry trends as well as changes to internal systems and determines how they impacts tools, training, and support necessary to keep systems up, running, and secure
• Participates in and contributes to learning activities around modern systems engineering core practices (communities of practice)
• Leads learning efforts inside the organization focused on systems engineering
• Proactively views articles, tutorials, and videos to learn about new technologies and best practices being used within other technology organizations

Direct Manager/Direct Reports:

• Typically reports to the Systems Engineer Manager or Sr. Manager, Technology Director or Sr. Director.

Travel Requirements:

• Typically requires overnight travel less than 10% of the time.

Physical Requirements:

• Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.

Working Conditions:

• Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.

Minimum Qualifications:

• Must be eighteen years of age or older.
• Must be legally permitted to work in the United States.
• Must be legally permitted to work in the United States

Preferred Qualifications:

• 6-8 years of relevant work experience
• In-depth ServiceNow knowledge with a proven history of being able to effectively assess impacts of platform changes on not only the ServiceNow solution but also other infrastructure and software systems/solutions.  
• History of collaboration and the ability to build strong relationships with leaders in other technology functional areas including Cyber Security, Infrastructure, and ITAM
• Technical and Operational Leader with previous experience leading a complex and large-scale ServiceNow implementation including all ITSM delivery processes including Change, Config, Incident, and Problem Management
• Provide guidance on establishing service levels for technical and operational deliverables
• Provide guidance on optimization and de-customization of the ServiceNow Platform
• History and ability to manage multiple development workstreams and effectively delegate the workload to ensure service levels are met
• Proven history with mentoring junior level ServiceNow associates with technical growth as well as creating ITSM best practice process solutions
• Ensure ITSM Platform alignment with the business strategy
• Provide consultative technical leadership to the ServiceNow Platform and Process teams
• Create and maintain a detailed view of the ServiceNow Platform architecture
• Provide architectural controls to ensure the correct technical solutions are used when delivering business solutions
• Ability to resolve technical escalations related to the ITSM Platform, including responding to defects
• Ability to make ITSM Platform design configuration decisions to ensure alignment with overall design strategy
• History and ability to lead ITSM Platform upgrade planning and execution projects
• Responsible for the creation of the ServiceNow Platform overall roadmap

Minimum Education:

• The knowledge, skills and abilities typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.

Preferred Education:

• No additional education

Minimum Years of Work Experience:

• 6

Preferred Years of Work Experience:

• No additional years of experience

Minimum Leadership Experience:

• None

Preferred Leadership Experience:

• None

Certifications:

• None

Competencies:

• Action Oriented: Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
• Business Insight: Applying knowledge of business and the marketplace to advance the organization's goals
• Collaborates: Building partnerships and working collaboratively with others to meet shared objectives
• Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences
• Cultivates Innovation: Creating new and better ways for the organization to be successful
• Drives Results: Consistently achieving results, even under tough circumstances
• Global Perspective: Taking a broad view when approaching issues; using a global lens
• Interpersonal Savvy: Relating openly and comfortably with diverse groups of people
• Manages Ambiguity: Operating effectively, even when things are not certain or the way forward is not clear
• Manages Complexity: Making sense of complex, high quantity, and sometimes contradictory information to effectively solve problems
• Nimble Learning: Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
• Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement
• Self-Development: Actively seeing new ways to grow and be challenged using both formal and informal development channels
• Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situations