IT Solutions Engineer/Analyst II/III ServiceNow

Job description

IT Solutions Engineer/Analyst II/III - ServiceNow
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Date: Sep 30, 2025

Location: PHOENIX, AZ, US, 85004-3903

Company: APS




Our present and future success depends on the creative and dedicated people of our company who demonstrate the principles outlined in the APS Promise: Design for Tomorrow, Empower Each Other and Succeed Together.




Summary

IT Solutions Engineer/Analyst II/III - ServiceNow



At APS, we’re transforming the way technology supports our business—and ServiceNow is at the center of that mission.

We’re looking for an innovative IT Solutions Engineer/Analyst who will own the development, support, and optimization of our ServiceNow platform.

This role ensures the platform runs securely, efficiently, and in alignment with best practices, while partnering closely with business stakeholders to deliver solutions that matter.



What your day would be like

You are responsible for:


+ Platform Development & Support: Designing, building, and maintaining ServiceNow applications, modules, and workflows that improve efficiency and user experience.

+ Lifecycle Management: Driving the software product delivery lifecycle—from design and development to testing, release, and ongoing support.

+ Performance & Reliability: Monitoring and maintaining application performance across the platform, identifying areas for optimization and ensuring uptime.

+ Customer Consultation: Acting as a trusted advisor to internal customers, recommending solutions aligned to business needs and ServiceNow best practices.

+ Governance & Standards: Ensuring compliance with the ServiceNow governance model, including change control, platform security, and coding standards.

+ Troubleshooting & Problem-Solving: Diagnosing and resolving platform and application issues, often in collaboration with cross-functional teams.




Who we’re looking for


+ ServiceNow Expertise: Hands-on experience in ServiceNow administration, configuration, and/or development.

Familiarity with ITSM, ITOM, HRSD, or other key modules is a plus.

+ Technical Skills: Strong background in scripting (JavaScript, Glide), data integrations, APIs, and general IT solution design.

+ Analytical Thinker: Ability to analyze complex business needs and translate them into practical, scalable ServiceNow solutions.

+ Collaborator & Communicator: Skilled at working with both technical and non-technical stakeholders, translating platform capabilities into clear business value.

+ Continuous Learner: Motivated to grow within the ServiceNow ecosystem and stay current on platform innovations.

+ Problem Solver: Calm under pressure, resourceful, and committed to resolving issues quickly and effectively.





Minimum Requirements

IT Solutions Engineer/Analyst II - ServiceNow


+ Bachelors' degree in Information Technology or related field and 2 years of prior ServiceNow experience or equivalent combination of education and directly related experience

+ Requires basic technical subject matter knowledge within a job area or system

+ Position requires a 7-year background check to fulfill APS' PRA- Personal Risk Assessment




IT Solutions Engineer/Analyst III - ServiceNow


+ Bachelors' degree in Information Technology or related field and 5 years of prior ServiceNow expereince or equivalent combination of education and directly related experience

+ Requires strong technical subject matter knowledge within a job area or system

+ Position requires a 7-year background check to fullfill APS' PRA- Personal Risk Assessment




Preferred Special Skills, Knowledge or Qualifications:


+ Knowledge of ServiceNow and programming languages; database management systems; development platforms

+ Skills in understanding and explaining moderately technical issues and solutions in non-technical terms; working effectively in teams and across organizations; balancing and prioritizing between multiple work streams; collaborating with colleagues and teams in different fields across a diverse organization; solving moderate problems in own area of work

+ Experience with Javascript, ITSM, ITOM, SPM, IRM, SecOps, ITAM, Employee Center, Reporting, Platform Analytics, Flow Designer, Agile/Scrum, Role based security design, Integrations

+ Certifications including Certified System Administrator, Certified Application Developer,





Major Accountabilities

1) Develops/configures new applications to meet functional and technical designs

2) Fixes and develops changes to applications to meet functional and technical designs following best practices and development standards and guidelines

3) Engages with business analysts and stakeholders to understand functional requirements and contributes to completion of functional specifications

4) Prepares technical documentation on application specifications

5) Creates deliverables according to the SDLC, such as functional and technical specifications, use cases, test cases, and system documentation

6) Analyzes and resolves development issues in a timely manner

7) Conducts analysis of codes and develops/ deploys defect fixes in engineering processes

8) Proactively assists internal clients with technical issues related to solution implementation



Export Compliance / EEO Statement

This position may require access to and/or use of information subject to control under the Department of Energy's Part 810 Regulations (10 CFR Part 810), the Export Administration Regulations (EAR) (15 CFR Parts 730 through 774), or the International Traffic in Arms Regulations (ITAR) (22 CFR Chapter I, Subchapter M Part 120) (collectively, 'U.S. Export Control Laws').

Therefore, some positions may require applicants to be a U.S. person, which is defined as a U.S. Citizen, a U.S. Lawful Permanent Resident (i.e. 'Green Card Holder'), a Political Asylee, or a Refugee under the U.S. Export Control Laws.

All applicants will be required to confirm their U.S. person or non-US person status.

All information collected in this regard will only be used to ensure compliance with U.S. Export Control Laws, and will be used in full compliance with all applicable laws prohibiting discrimination on the basis of national origin and other factors.

For positions at Palo Verde Nuclear Generating Stations (PVNGS) all openings will require applicants to be a U.S. person.

Pinnacle West Capital Corporation and its subsidiaries and affiliates ('Pinnacle West') maintain a continuing policy of nondiscrimination in employment.

It is our policy to provide equal opportunity in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.

This policy of nondiscrimination shall include, but not be limited to, recruiting, hiring, promoting, compensating, reassigning, demoting, transferring, laying off, recalling, terminating employment, and training for all positions without regard to race, color, religion, disability, age, national origin, gender, gender identity, sexual orientation, marital status, protected veteran status, or any other classification or characteristic protected by law.

For more information on applicable equal employment regulations, please refer to EEO is the Law poster.

Federal law requires all employers to verify the identity and employment eligibility of every person hired to work in the United States, refer to E-Verify poster.

View the employee rights and responsibilities under the Family and Medical Leave Act (FMLA).

Arizona Public Service is a smoke free workplace.




Flex Role:
This position is not required to be performed at a specific APS facility as long as adequate technology and a solid ergonomic set up are present.

Pending agreement with leadership, employees hired into this role will be able to choose where they prefer to perform their work.

Employees will have two options to choose from:


+ APS office based: The employee prefers to work most of the time from an APS facility.



+ Home based: The employee prefers to work most of the time from his/her home.






*Employees in Flex roles are required to reside in Arizona (or NM for Four Corners-based employees).

Role types are subject to change based on business need.

Required Skill Profession

Other General