• The ITSM Engineer is responsible for working to develop, design and own technical solutions on the ServiceNow platform. • Provide administration, application development, maintenance, and technical support by using good practice web programming techniques to configure robust solutions to the customer utilizing the ServiceNow platform. • Collaborate with application teams to design and implement data interfaces with other enterprise application systems. • Coordinate and solve complex technical data and transformation issues. • Develop, maintain, and execute reports, dashboards, and analytics to ensure system operation meets performance targets. • Support data imports and integrations, including third-party software integrations. • Maintain the CMDB (including CSDM) to support service and asset visibility and governance. • Answer “how to” technical and application configuration questions and provide tiered technical support as needed. • Create and maintain system design, operations, and platform documentation. • Support and continuously improve Knowledge Management and Asset Management processes and configurations. • Maintain certificate management knowledge and configuration considerations as applicable to the platform. • Successfully plan, execute, monitor, control, and close all technical tasks related to configuration and implementation of all aspects of the ServiceNow platform. • Provide software coding and customization including, but not limited to: Service Portal configuration, Flow administration, scripting, third-party software integrations, and custom application development. • Update and maintain a comprehensive testing protocol for ServiceNow instance upgrades to certify applications for use after upgrades are completed. • Obtain and analyze/interpret business requirements to propose sustainable solutions in ServiceNow. • Complete other duties as assigned.

• Lead installation, commissioning, and troubleshooting of: Protective relays, DFRs, RTUs, PLC systems, and telecom equipment • Perform advanced testing for: Transmission systems, buses, transformers, and generation assets • Configure and commission advanced relay systems, including: SEL (311C, 311L, 387, 411L, 421, 487, 587, 787) GE relays (C30, D60, L90, T60, etc.) • Oversee SCADA/RTU integration and upgrades • Interpret and validate protection schemes and settings • Lead field teams and mentor junior/intermediate staff • Interface directly with clients and provide technical guidance • Troubleshoot complex issues and implement solutions • Ensure accurate reporting and project documentation • Champion a strong safety culture

• Collaborate with partners within the company to design, configure, maintain, and promote a variety of internally- and externally facing applications. • Collaborate across areas to ensure application reliability and coding to architectural standards. • Support product teams by advocating for their needs and providing constructive guidance. • Provide the glue across dependent teams to ensure technical dependencies are planned for and addressed in a fast-paced environment. • Connect with developers within your team to coach, inspire, and foster a continuous learning environment. • Build and maintain scalable full-stack applications. • Continuously monitor, test, and optimize software. • Collaborate with software engineers, the Software Development Manager (SDM), analysts, and stakeholders to deliver solutions that meet or exceed customer expectations. • Contribute as part of the team by leveraging continuous delivery methods and test-driven development to frequently deliver new functionality. • Deliver high-quality code and hold the team to the same standard through code review and mentoring. • Work to scale software to support dynamic teams in a fast-paced environment. • Be a contributor of knowledge to the team by reviewing code, sharing experience, and listening. • Champion and govern team-wide use of GitHub Copilot – establish prompting standards, review AI-generated code for security and quality, track productivity metrics, and coach developers on effective, responsible use of AI-assisted development. • Drive organizational Gen-AI adoption: build and execute a structured enablement roadmap that moves the engineering organization from awareness to competency, delivering workshops lunch-and-learns, hands-on labs, and reference implementations that make AI tooling tangible and accessible for developers at all levels. • Coach and mentor engineers on Gen-AI practices, provide 1:1 and team-level guidance on integrating AI into daily workflows including AI-assisted coding, AI-augmented code review, AI-accelerated test generation (unit, integration, regression), and effective use of AI in debugging and documentation. • Help engineers build critical evaluation skills for vetting AI-generated output. • Act as internal AI change agent. • Identify adoption blockers, measure team AI maturity over time, gather feedback from engineers and stakeholders, and continuously iterate on enablement programs; evangelize Gen-AI success stories across the broader Technology Solutions and Platforms organization. • Architect and implement Generative AI features using Azure OpenAI Service, OpenAI APIs, and open-source LLMs including chat interfaces, document summarization, intelligent search, and automated content generation. • Design and maintain Retrieval-Augmented Generation (RAG) pipelines integrating vector databases (e.g., Azure AI Search, Pinecone, pgvector) with enterprise data sources to ground model outputs in authoritative content. • Lead prompt engineering efforts; craft, version, evaluate, and iteratively refine system prompts, few-shot examples, and chain-of-thought strategies to maximize accuracy and safety. • Establish and enforce responsible AI practices, bias evaluation, content filtering, PII redaction, audit logging, and compliance with LSAC data governance standards for all AI-powered features.

• Configuración y administración de la plataforma ELK • Desarrollo de scripts de recopilación e indexación de logs