ServiceNow Engineer

Position Overview

The Service Now Engineer provides advanced engineering, configuration, and integration support for the enterprise Service Now platform to ensure stability, scalability, and alignment with organizational standards. The role works closely with product owners and process leads to implement changes, upgrades, and new capabilities while minimizing disruption to mission‑critical services.

This engineer designs and maintains complex workflows, integrations, and data models that connect Service Now with other enterprise tools. Mapped to the Cloud Engineer II standard job, the position also applies modern engineering practices—such as scripting, automation, and infrastructure‑as‑code concepts—to improve how the platform is built, tested, and operated in a federal IT environment.

• Design and implement complex Service Now solutions across modules such as ITSM, ITOM, and related enterprise applications, ensuring configurations follow platform and governance standards.
• Develop and maintain integrations using APIs, web services, and MID servers to connect Service Now with monitoring, identity, and business systems, resolving integration issues in a timely manner.
• Plan and execute platform upgrades, patches, and enhancements, including regression testing, validation, and rollback planning to keep the environment on supported releases with minimal disruption.
• Configure and customize workflows, forms, dashboards, and data models to meet organizational requirements while maintaining performance, security, and supportability.
• Collaborate with security and compliance stakeholders to ensure that configurations, integrations, and data handling comply with organizational policies and federal requirements.
• Apply scripting and automation techniques to streamline common administration, deployment, and maintenance tasks within the Service Now environment.
• Troubleshoot complex platform issues across application, integration, and infrastructure layers, performing root‑cause analysis and implementing corrective actions.
• Document solutions, configuration standards, and technical procedures to support knowledge transfer, continuity of operations, and audit readiness.

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant experience.
• 8+ years of experience supporting Service Now environments, including substantial hands‑on engineering or development work in large, multi‑module instances.
• Demonstrated expertise configuring and customizing core Service Now applications and building integrations with third‑party systems using APIs, web services, and related technologies.
• Strong problem‑solving, communication, and collaboration skills, with the ability to work effectively with product owners, process leads, and infrastructure teams.
• Experience planning and executing Service Now upgrades and changes in accordance with formal change‑management processes, including testing and rollback preparations.
• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified.
• Willingness and ability to travel 10–25% as needed to support stakeholder engagement and platform initiatives.

• Multiple Service Now certifications (for example, Certified System Administrator, Certified Application Developer, or Implementation Specialist) demonstrating depth across administration and development tracks.
• Experience leading platform‑wide initiatives such as CMDB design, service mapping, multi‑instance consolidation, or modernization of existing Service Now implementations.
• Familiarity with cloud‑engineering practices—such as infrastructure as code, continuous integration and delivery, and scripting for environment orchestration—as they apply to Service Now hosting models.
• Prior experience supporting Service Now in a federal or similarly regulated environment, including attention to security, audit, and compliance requirements.

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not…