Description

The ServiceNow Engineer is responsible for configuring, maintaining, and optimizing the ServiceNow platform to support IT service management processes. This role implements ITIL‑based solutions, customizes workflows, and integrates ServiceNow with other systems to improve service delivery and operational efficiency. Collaboration with stakeholders ensures the platform aligns with business needs while adhering to best practices.

The engineer designs, develops, and customizes ServiceNow applications, modules, and workflows across the ITSM suite, including Incident, Problem, Change, and Service Request Management. Responsibilities include creating catalog items, forms, approval workflows, business rules, client scripts, UI and data policies, as well as managing daily administration tasks such as user management, data imports, and system upgrades. They monitor platform health, performance, and security, analyze and optimize ITSM processes, facilitate RFC evaluations, and drive incident and problem management analysis. Additional duties involve automating routine tasks, building integrations via APIs and MID servers, generating reports and dashboards, providing training and after‑hours support, and proposing platform enhancements.

• Design and customize ServiceNow applications, modules, and ITSM workflows.
• Create and maintain catalog items, forms, approval workflows, business rules, client scripts, UI and data policies.
• Perform daily administration tasks including user management, data imports, and system upgrades.
• Monitor platform health, performance, and security.
• Analyze and optimize ITSM processes; facilitate RFC evaluations and incident/problem management.
• Automate routine tasks and implement process improvements using ServiceNow capabilities.
• Develop integrations with external systems via APIs, MID servers, and other integration tools.
• Generate reports, dashboards, and performance analytics for stakeholder insights.
• Provide training, support, and after‑hours assistance for high‑severity issues.
• Stay current with ServiceNow releases, features, and best practices.

Requirements

Candidates must hold a bachelor’s degree in Computer Science, Information Technology, or a related field and possess at least eight years of ServiceNow experience focused on ITSM. Required certifications include ServiceNow Certified System Administrator (CSA) or Certified Implementation Specialist (CIS); CAD and CTA certifications are preferred. The role demands expertise in JavaScript, HTML, CSS, AngularJS, and ServiceNow scripting, as well as familiarity with ITSM, ITAM, ITOM, CSM, HRSD, and CX modules. Strong knowledge of ITIL, Agile/Scrum, REST/SOAP APIs, SQL reporting, and Microsoft Office is essential, along with excellent communication, problem‑solving, and organizational skills.

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 8 years of ServiceNow experience focused on ITSM.
• ServiceNow CSA or CIS certification (required); CAD/CTA preferred.
• Proficiency in JavaScript, HTML, CSS, AngularJS, and ServiceNow scripting.
• Experience with ITSM, ITAM, ITOM, CSM, HRSD, and CX modules.
• Strong knowledge of ITIL processes and Agile/Scrum methodology.
• Hands‑on experience with REST/SOAP APIs, MID servers, and SQL reporting.
• Excellent communication, problem‑solving, and organizational abilities.
• Ability to handle confidential information and work independently or in a team.
• Willingness to travel as needed.

Benefits

Training + Development

Interview process

Visa Sponsorship

Security clearance