Senior Engineer, ServiceNow Platform

Location: Beverly

** Position Overview*
* Oversee the technical design, configuration, and daily operations of the Service Now platform, ensuring high performance, security, and scalability. This hybrid role involves managing platform upgrades, writing custom scripts (JavaScript), integrating external applications, and translating business requirements into technical workflows. This position combines senior-level development (coding custom applications and complex integrations) with high-level administrative oversight. Key duties include leading development, configuring workflows, scripting (JavaScript), managing integrations (REST/SOAP), overseeing system upgrades, ensuring CMDB data quality, and enforcing governance to drive automation and best practices.

** A Day In The Life*
* +  
** Major Technical Proficiencies*
* + Platform Fundamentals:
Expert-level knowledge of lists, forms, navigation, and core system properties.

+ Platform Governance:
Establish and enforce policies for development, access control (ACLs), and data management, ensuring that changes align with strategic business goals and reduce technical debt.

+ Scripting & Development:
Mastery of JavaScript, including Service Now-specific APIs like Glide Record and Glide Ajax. Proficiency in building Business Rules, Script Includes, and Client Scripts is essential.

+ Automation & Workflow:
Expertise in Flow Designer, Orchestration, and legacy Workflows to automate enterprise-wide processes.

+ Integrations:
Advanced ability to manage Integration Hub, REST/SOAP APIs, Business Rules, ACLs and MID Server configurations for seamless connectivity with external systems like Azure and Sailpoint.

+ Architecture & Governance:
Defining current-state and target-state architecture while ensuring Common Service Data Model (CSDM) and ITIL v4 alignment for platform scalability.

+  
** Communication & Reporting*
* + Gathering requirements directly from business users to design effective platform solutions.

+ Regularly reporting project status, including risks and issues, to management and stakeholders.

+ Working with internal teams, vendors, and external partners to ensure smooth environment maintenance and tool implementation.

+  
** Process Governance & Continuous Improvement*
* + Maintain and evolve the ITSM process in alignment with ITIL best practices.

+ Define and update SLAs, escalation paths, and communication templates.

+ Align incident thresholds and criteria with IT leadership across all domains.

+ Use the Continual Improvement Management module to document, manage, and deliver process efficiencies and automation (e.g., ITSM, HRSD, ITOM).

+  
** Analytics & Reporting*
* + Designing and maintaining Performance Analytics frameworks to measure platform effectiveness, creating executive-level dashboards, and utilizing Platform Analytics for unified data visualization.

+ Present insights during monthly operational reviews and quarterly service reports.

+ Create Dashboards/Reports to track key metrics: incident volume, duration, MTTR, SLA adherence, and recurrence.

** You'll Come With*
* +  
** Scope and Impact:*
* + Coordination and communication of all major incidents across Burlington's enterprise footprint.

+ Managing platform hygiene, including upgrades, CMDB health, and security logs.

+ Designing complex, high-code solutions (server-side and client-side scripts) when out-of-the-box features are insufficient.

+ Establishing governance policies to ensure compliance with ITIL and security standards.

+ Improve operational efficiency to reduce manual work through advanced Flow Designer automation and self-service portals.

+  
** Education and

Qualifications:

*
* ** Education*
* + Bachelor's degree in Information Technology, Computer Science, or a related field.

+ 5+ years in Service Management, with at least 4 years focused Service Now Development and Administration.

+ Platform Administration:
Managing day-to-day operations including user roles, data management, and access controls (ACLs). Leads often conduct technical audits of mature environments to stabilize or transition them.

+ Advanced Development:
Building custom applications and features using JavaScript, Glide API, and Flow Designer. Expertise in creating Business Rules, Script Includes, and Client Scripts is essential for automation.

+ Strong background in Service Now, enterprise monitoring tools.

+ Deep understanding of ITIL processes, especially Incident, Problem, and Change Management.

+  
** Certifications*
* + ITIL Foundation or higher certification.

+ Service Now Administrator Certification (CSA)

+ Service Now Developer Certification (CAD)

+ Service Now Implementation Certifications (ITSM, CMDB&CSDM etc.)

LI-BS1

** Come join our team. You're going to like it here!*
* You will enjoy competitive wages, flexible hours, and an associate discount. Burlington's benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan. We are a…