ServiceNow Platform Technology, Tech & Engineer Fellow (Spring)

Description

Position at MTA Headquarters

Department: MTA IT

Location: 333 West 34th Street, New York, NY

Position Title: ServiceNow Platform Technology, Tech & Engineering Fellow

Hourly Rate: $21.00 (Undergraduate), $23.00 (Graduate)

All internship positions are onsite and require regular, in-person attendance at the designated work location.

OVERVIEW OF DEPARTMENT:

The Enterprise Platform Technology Department at the Metropolitan Transportation Authority (MTA) is part of MTA's Corporate Services Information Technology division. This department is responsible for architecting, managing, and scaling the core enterprise platforms critical to MTA's operations. Our job is to take care of the major software platforms that help the MTA run smoothly every day. Think of this team as the group that keeps the MTA's essential technology "systems of record and workflow engines" working, safe, updated, and connected to each other.

An intern assigned to the ServiceNow Platform would support basic platform configuration, assist with documentation of the building or updating of catalog items, forms, and simple workflows, and help with testing changes in the development environment. They would also work on documentation, shadow platform manager on projects, and complete small, supervised enhancement tasks to learn core ServiceNow concepts and contribute to the team's workload. This position begins in Spring 2027; candidates should be ready to commit minimum of 12‑months in the role.

RESPONSIBILITIES:

Welcome & Basics

• Gain access to the ServiceNow development and test environments, documentation, and collaboration tools.
• Learn what ServiceNow is, how the MTA uses it, and the core applications supported by the platform.
• Complete beginner‑friendly ServiceNow training modules to build foundational skills.
• Shadow team members to observe daily administrative and support activities.

Core Platform Concepts

• Learn key platform components such as tables, records, forms, and lists.
• Practice updating form layouts, adding simple fields, and exploring related lists in the development environment.
• Understand update sets and why they are important for managing platform changes.
• Get exposure to basic platform roles and access control concepts.

Service Catalog & Flow Designer

• Learn how the Service Catalog works and how catalog items support business processes.
• Build or modify simple catalog items with guided support from the team.
• Gain a conceptual understanding of Flow Designer, including triggers, actions, and approvals.

Light Scripting Exposure

• Learn how JavaScript used in ServiceNow.
• Review examples of basic client scripts and business rules.
• Make supervised updates to simple logic in the development environment and practice using the Script Debugger.

Testing & Quality Practices

• Support the testing of catalog items, workflows, and UI changes.
• Apply basic QA concepts such as writing test cases, documenting results, and verifying expected behavior.
• Execute tests for non‑critical sprint items and log defects or improvement recommendations.

Governance & Documentation

• Learn platform best practices and the role of governance.
• Follow naming conventions, version control practices, and migration guidelines.
• Support the creation and updates to documentation such as process flows, feature descriptions, and small technical notes.
• Observe a change review meeting to understand how platform decisions are made.

PROJECTS:

Knowledge Base Cleanup or Improvement

• Review KB articles for accuracy, duplication, or outdated content.
• Support articles rewrites using platform style guidelines.
• Suggest improvements for knowledge categories or tagging.

Build a Reporting or Dashboard Widget

• Support the creation of a dashboard showing ticket counts by category or week.
• Support creation of reports to identify catalog items with missing fields.
• Assist with teach tables, filters, KPIs, and platform data structure.

Documentation Project: "ServiceNow Starter Guide"

• Assist with outlining Platform terminology
• Contribute to table structure diagrams
• Collaborate on Step-by-step guides for common admin tasks
• Supports creation of a resource for future interns and junior hires

REQUIRED QUALIFICATIONS:

• Proficiency in Microsoft Office Suite is a must.
• The candidate should possess organizational, analytical and communication skills.
• The candidate should be able to work well under pressure and prioritize tasks effectively.
• The candidate should have a keen eye for detail and be able to work independently while being an active team player.
• Comfortable with JavaScript basics.
• Able to read and modify small code snippets.
• Understands data structures and simple logic.
• Coursework or projects involving web development ,low code/no code platforms, or business process design.

REQUIRED EDUCATION:

• Matriculated in an undergraduate program in good standing with at least 2.5 GPA AND/OR matriculated in a graduate program in good standing with at least 2.8 GPA
• Major(s) Preferred: Computer Science, Information Systems, Software Engineering, or related technology discipline.

All applicants must be authorized to work in the United States at the time of application. Students' transcript must be submitted.

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.