Software Engineer - ServiceNow ITAM

Job Summary

At Disney, we’re storytellers. We make the impossible, possible. The Walt Disney Company (TWDC) is a world-class entertainment and technological leader. Walt’s passion was to continuously envision new ways to move audiences around the world—a passion that remains our touchstone in an enterprise that stretches from theme parks, resorts and a cruise line to sports, news, movies and a variety of other businesses.

Uniting each endeavor is a commitment to creating and delivering unforgettable experiences — and we’re constantly looking for new ways to enhance these exciting experiences.

The Enterprise Technology mission is to deliver technology solutions that align to business strategies while enabling enterprise efficiency and promoting cross-company collaborative innovation. Our group drives competitive advantage by enhancing our consumer experiences, enabling business growth, and advancing operational excellence.

The Staff Software Engineer is a senior individual contributor and technical leader responsible for the architecture, design, and development of enterprise-grade solutions on the Service Now platform. This role plays a critical part in advancing the platform’s capabilities across Service Asset Management (SAM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), CMDB, and advanced Reporting & Analytics. The ideal candidate brings deep hands‑on platform expertise, forward‑looking architectural thinking, and the ability to influence technical strategy at scale.

• Lead the design, development, and optimization of complex Service Now solutions leveraging modern platform capabilities, best practices, and extensibility frameworks.
• Act as a technical authority across SAM (HAM/SAM Pro), ITOM (Discovery, Service Mapping, Event Management, Health), SPM, and enterprise analytics and reporting.
• Architect and govern CMDB and Asset Management solutions, ensuring data quality, normalization, reconciliation, lifecycle integrity, and operational reliability.
• Design scalable CMDB models that support ITOM visibility, asset life cycles, compliance, reporting, and integration with downstream systems.
• Deliver advanced platform solutions using Flow Designer, Integration Hub, custom APIs, Script Includes, and asynchronous processing.
• Build and optimize Platform Analytics, Performance Analytics, and executive-level dashboards, driving data-informed decision-making.
• Leverage emerging Service Now capabilities such as Service Exchange, Platform Analytics, AI/Automation frameworks, and next-generation reporting tools.
• Define technical patterns, guardrails, and reference architectures aligned with platform strategy and long‑term sustainment.
• Partner with Product Management, Enterprise Architecture, Security, and Operations to translate strategic goals into robust technical solutions.
• Mentor engineers and provide architectural guidance through design reviews, code reviews, and technical coaching.
• Lead complex troubleshooting efforts, including CMDB health issues, discovery failures, integration bottlenecks, and performance degradation.
• Produce high-quality, audit-ready technical documentation, including solution designs, data models, and architectural diagrams.

• 7+ years of professional software engineering experience, with significant hands‑on development on the Service Now platform.
• Advanced proficiency in JavaScript, Glide APIs, Service Now scripting (Business Rules, Script Includes, Client Scripts), and Flow Designer.
• Demonstrated experience implementing and supporting SAM, ITOM, SPM, and enterprise reporting solutions.
• Strong hands‑on expertise with CMDB architecture, discovery, normalization, reconciliation rules, and CI lifecycle management.
• Solid understanding of asset life cycles, license compliance, software normalization, and hardware asset governance.
• Experience with REST/SOAP integrations, data imports, web services, and event-based integrations.
• Required certifications:
  • Service Now Certified System Administrator (CSA)
  • Relevant Service Now micro‑certifications in SAM, ITOM, SPM, Reporting / Performance Analytics,…