Service Engineer

Overview

The Service Now Engineer is a senior technical resource responsible for the design, development, implementation, and ongoing optimization of the Service Now platform and its integrations s role provides technical leadership across IT Service Management (ITSM), IT Operations Management (ITOM), Hardware Asset Management (HAM), Software Asset Management (SAM), integrations, and scripting. The engineer partners with the Service Now Product Owner to translate platform strategy, product vision, and business requirements into technical solutions, ensuring system stability, scalability, and alignment with operational and service delivery objectives.

To perform this job successfully, an individual must be able to satisfactorily perform the following essential duties. Other duties may be assigned to address business needs and changing business practices.

• Participate in agile ceremonies, provide accurate development estimates using Agile estimation techniques (story points)
• Work with the Agile team to define sprint goals, track progress, and ensure on-time delivery and contribute to platform strategy
• Participate in training activities, knowledge transfer sessions, and user enablement initiatives to promote system adoption and understanding
• Demonstrate continuous professional development by expanding technical expertise aligned with team and organizational goals
• Build and maintain strong, collaborative relationships with business partners, IT stakeholders, and external vendors to ensure effective solution delivery
• Stay current with evolving Service Now capabilities, industry trends, and best practices
• Tailor Service Now configurations to meet specific business or regional requirements while maintaining alignment with corporate standards and governance

• Design and architect end-to-end Service Now solutions across multiple modules including ITSM, ITOM, HAM, and SAM
• Build, configure applications, workflows, UI policies, business rules, client scripts, notifications, and ACLs
• Develop and maintain applications and modules aligned with best practices and platform governance

• Implement and enhance ITSM processes such as Incident, Problem, Change, Request, Knowledge, and CMDB
• Ensure data accuracy, workflow optimization, and automation across ITSM applications
• Integrate ITIL/ITSM best practices into platform solutions

• Deploy and optimize ITOM capabilities including Discovery, Service Mapping, Event Management, Orchestration, and CMDB health
• Build automation and orchestration workflows to improve operational efficiency
• Integrate monitoring tools and ensure accurate representation of infrastructure and services

• Configure and maintain HAM/SAM modules including lifecycle management, reconciliation, normalization, and compliance tracking
• Implement asset governance, tracking automation, and integrations with inventory systems
• Ensure data integrity and alignment with organizational asset management policies

• Design and build integrations using REST, SOAP, MID Server, JDBC, Integration Hub, ECC Queue, and other methods
• Troubleshoot and optimize existing integrations for performance, reliability, and security
• Work with internal teams to align integration requirements

• Develop high-quality server-side and client-side scripts including Business Rules, Script Includes, Client Scripts, UI Scripts, Glide AJAX, and Flow Designer scripting
• Automate routine tasks and complex workflows using JavaScript, Flow Designer, and Orchestration
• Conduct code reviews and enforce development best practices

• Adhere to Service Now architectural, performance, and security guidelines
• Maintain documentation including solution designs, data flows, configuration, and test plans
• Support upgrade planning, regression testing, and platform maintenance

• Manage update sets, code migrations, system cloning, and environment synchronization, platform upgrades
• Conduct regression testing, impact analysis, and deployment planning
• Support Dev Ops pipelines, version control practices, and automated testing where applicable

• Define CMDB governance rules, data quality improvements, and reconciliation strategies
• Lead CMDB cleanup efforts and maintain accurate service relationships
• Collaborate with infrastructure, network, and cloud teams to maintain CI integrity

The following generally describes the requirements to perform the assigned duties successfully.

• Bachelor's degree or equivalent experience
• 5+ years of hands-on experience with Service Now development and administration
• Strong expertise in ITSM and ITOM, with practical experience implementing Discovery and Service Mapping
• Experience with HAM and SAM module configuration and asset lifecycle processes
• Proficiency in…