ServiceNow ITSM Sr. Engineer; Hybrid

Primary Accountabilities

• Analyze high‑level system specifications, system requirements, and use cases related to ITSM processes.
• Convert business and technical requirements into low‑level specifications and detailed Service Now design solutions.
• Design, configure, and enhance Service Now ITSM applications, primarily in the Incident, Major Incident, Problem, Request, and Knowledge spaces.
• Identify system dependencies, upstream/downstream integrations, and platform impacts.
• Provide documentation for design decisions, configuration, scripting, estimating assumptions, and performance metrics.
• Define, conduct, and participate in testing activities (unit, system, integration).
• Prepare, lead, and participate in technical walkthroughs and solution reviews.
• Collaborate with ITSM Process Owners and stakeholders to evaluate system flow, data usage, and processes.
• Act in a consultative capacity, recommending best‑practice solutions and offering alternatives when necessary.
• Ensure development meets standards for programming, design, performance, quality, and security.
• Identify opportunities for continuous improvement.
• Support incident analysis and resolution within the engineer’s subject matter expertise.
• Participate in an on‑call rotation, providing after‑hours support on nights and weekends as needed.
• Manage and prioritize a steady workload across initiatives.

• Demonstrated experience providing customer‑driven solutions, support, or service.
• Basic knowledge of application architecture, design alternatives, and development standards.
• Experience communicating technical information.
• Experience developing complex software/systems using one or more programming languages.
• Experience establishing, using, and supporting integration and communications technologies between applications, databases, and technology platforms.
• Experience analyzing and estimating project size and work efforts for software solutions.
• Experience writing and modeling application system design and program specifications.
• Solid knowledge of the systems development life cycle (SDLC).
• Solid knowledge of integration and migration strategies and technologies.

• Strong Service Now ITSM experience.
• Competency in Service Now scripting, leveraging JavaScript to extend platform functionality, automate workflows, and tailor user experiences.
• Experience with client‑side (browser) and server‑side (database) scripts, including Glide API record operations and common patterns such as Business Rules, Client Scripts, and Script Includes.
• Solid understanding of Service Now architecture and best practices.
• Experience with integrations and APIs.
• Experience with SDLC and technical estimation.
• ITIL knowledge.
• Service Now Certified System Administrator (CSA).
• Service Now Certified Implementation Specialist – ITSM (CIS‑ITSM).

• Access to comprehensive medical, dental, vision, and well‑being benefits.
• Competitive 401(k) contribution, a pension plan, and an annual incentive.
• 9 paid holidays and a paid time off program (23 days accrued annually for full‑time employees).
• Student loan repayment program and paid‑family leave.

We are an equal‑opportunity employer. We comply with all applicable federal, state, and local laws pertaining to non‑discrimination, non‑harassment, and equal opportunity. Qualified applicants with criminal histories are considered in accordance with applicable law. We are committed to the full inclusion of all qualified individuals. If a reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, or to receive other benefits, please email

Relocation support is offered for eligible candidates. All employees participate in New Employee Orientation during their first week. This experience is held in person at our Madison, WI Headquarters or one of our core locations to help you connect with our mission, meet key team members, and build relationships. Sessions may be delivered virtually as scheduling and availability allow.

Offer to a selected candidate will be made contingent on the results of applicable background checks. Offer to a selected candidate is contingent on signing a non‑disclosure agreement for proprietary information, trade secrets, and inventions. Sponsorship will not be considered for this position unless specified in the posting.