IT ServiceNow Engineer

Position Summary

The IT Engineer is responsible for contributing to the technical aspects of IT solution delivery, strategic planning, and operational excellence. They oversee the overall health of the technology ecosystem and implement solutions that meet business needs, supporting the overall IT Strategy. In partnership with architecture, they provide technical guidance across the organization, consulting with business managers, security teams, and service delivery to drive alignment and innovation.

They identify and execute continuous improvement initiatives to enhance cost efficiency, operation, and functionality within their domain.

• Design, develop, configure, test, and deploy Service Now solutions utilizing platform best practices.
• Develop and maintain custom applications, workflows, integrations, and platform enhancements.
• Implement scalable, supportable solutions that minimize technical debt and maximize platform value.
• Participate in architecture reviews, code reviews, and solution design activities.

• Design and develop Service Catalog items, Record Producers, Knowledge workflows, and automated fulfillment processes.
• Build workflow automation leveraging Flow Designer, Integration Hub, and other Service Now capabilities.
• Support Employee Center and self‑service initiatives to improve employee experience.

Provide development support across multiple Service Now products including:

• ITSM
• HR Service Delivery (HRSD)
• Strategic Portfolio Management (SPM)
• Employee Center
• Knowledge Management
• AI / Now Assist capabilities

• Design and support integrations using REST APIs, SOAP APIs, Integration Hub, middleware platforms, and enterprise integration patterns.
• Ensure integrations meet enterprise security, governance, and operational standards.
• Support API lifecycle management and reusable integration services.

• Support production incidents, problem investigations, and root cause analysis activities.
• Participate in platform upgrades, patches, release management, and operational support activities.
• Monitor platform health, performance, reliability, and service availability.
• Drive continuous improvement initiatives across the platform.

• Seven years of related functional experience.
• Bachelor's degree in Technology, Science, Business or related field, or 4 years of experience equivalent to the position.
• Excellent communication skills, effective with varying organizational levels and skill set, and able to translate between technical and non‑technical concepts.
• Excellent relationship management and collaboration skills, with a track record of working as one team cross‑organizationally to drive innovation and business results.
• Experience managing the lifecycle of technical solutions.
• Deep subject matter expertise within the respective system domain products, platforms, processes and architecture.
• Broad general knowledge of technology architecture, infrastructure, network, security and software principles and models.
• Experience working in partnership with internal and external vendors.
• Proven analytical, problem‑solving and troubleshooting skills.
• Extensive knowledge of future technology trends within area of expertise.
• Demonstrated leadership on technical aspects of large scale projects.
• Experience with delivery methodologies (Waterfall, Agile, Scrum) and operational models (ITIL).
• Experience and understanding of core IT Service Management functions, such as Change Management and Incident Management.

• Service Now Certified System Administrator (CSA) certification
• Certified Application Developer (CAD) certification
• HRSD Implementation Specialist
• ITSM Implementation Specialist
• Experience with AI capabilities (Now Assist)

Base Pay: $97,600.00 to $ per year.
Annual Incentive Program, Medical/Pharmacy Plan, Dental, Vision, Life Insurance, Dependent Care Reimbursement Account, Health Care Reimbursement Account, Health Savings Account (HSA), Limited‑Purpose FSA, Transportation Reimbursement Account, Short‑term disability (STD),…