Associate Engineer, ServiceNow

Carvana•Tempe, AZ

16h•Onsite

About The Position

The ServiceNow Engineer plays a crucial role in the design, development, and management of ServiceNow solutions that optimize business processes and deliver real value to the Carvana family. In this role, you'll work closely with cross-functional partners to build workflows and automation that align with organizational goals, meet security and compliance standards, and deliver incremental business value. In return for your hard work, you'll have the opportunity to grow at one of the fastest-moving and most creative technology companies around - helping us promote a life-changing product and develop a world-class team every day.

Requirements

4+ years of hands-on ServiceNow development, architecture, and delivery across ITSM, CSM, FSM, ITOM, and HAM - including scoped application development and AI-enabled workflows - aligned with ITIL practices.
Certified ServiceNow professional: CSA, CAD, CIS-ITSM, CIS-CSM.
Practical experience configuring FSM for dispatching, scheduling, and mobile workforce automation.
Strong server-side and integration development - Script Includes, Business Rules, GlideRecord, Flow Designer, Integration Hub/spokes, and REST/SOAP and Scripted REST APIs (Table, Import Set).
Experience designing Virtual Agent conversational flows (topics and NLU) and applying AI / Now Assist to automate service operations.
Able to lead solution design workshops, translate requirements into scalable architectures, and manage the full SDLC in Agile delivery.
Expertise in ITOM - Discovery and CMDB design - for operational visibility and service health.
Strong understanding of CSDM, data modeling, and platform performance optimization.
Hands-on CSM implementation, including case management, the CSM/Configurable Workspace, and account and contact data models.
Proficiency building Service Catalog content and developing Service Portal and Employee Center experiences.
Demonstrated experience developing custom scoped applications on App Engine.
Practical experience with MID Server setup, clustering, and troubleshooting, plus core platform administration; CIS-Discovery or CIS-Hardware Asset Management certification a plus.
Hands-on application lifecycle management: update sets and the Application Repository, instance cloning, and platform upgrade/patch cycles with skip-list remediation.
Solid Hardware Asset Management (HAM) experience, including lifecycle tracking, reconciliation, and procurement integration.
Must be able to read, write, speak, and understand English.

Nice To Haves

CIS-Discovery or CIS-Hardware Asset Management certification

Responsibilities

Collaborate with stakeholders to design scalable ServiceNow solutions across ITSM, CSM, ITOM, FSM and Asset Management (HAM/SAM).
Configure and enhance core ITSM processes - incident, change, problem, and request management.
Design and implement Customer Service Management (CSM) solutions, including case management, the Configurable / CSM Workspace, account and contact data models, and omni-channel intake across email, chat, portal, and phone.
Design and build end-to-end Field Service Management solutions - Work Orders, Work Order Tasks, Assignments, Dispatching, Scheduling, Skills Management, Planned Maintenance, and Crew Operations.
Configure Dynamic Scheduling, Optimization Policies, and Territory Planning, and extend the Agent Mobile App (online/offline) for field technicians.
Build and maintain Service Catalog content - catalog items, record producers, order guides, variable sets, client scripts, and UI policies.
Develop self-service experiences on Service Portal and Employee Center / Employee Center Pro — widgets, pages, themes, content publishing, and unified navigation.
Design Virtual Agent conversational experiences - topics, NLU, and topic flows — for catalog and case/incident deflection across web, mobile, and messaging channels.
Automate processes with Flow Designer (flows, subflows, and custom actions) and orchestrate cross-system integration through Integration Hub spokes.
Design and build custom scoped applications on the Now Platform / App Engine - tables, business rules, client scripts, UI policies, and ACLs - following scoped-application best practices.
Develop server-side logic and reusable Script Includes, and build and consume REST and SOAP web services (Scripted REST APIs, Table API, Import Set API) for inbound and outbound integration.
Deliver ITOM capabilities - Discovery, Service Mapping, Event Management, and CMDB health — including MID Server install, configuration, clustering, and credential/TLS handling.
Manage Hardware Asset Management (HAM) across the full lifecycle (procurement to retirement), including model normalization and reconciliation of assets to CMDB CIs, and support software asset and license compliance.
Translate business needs into functional and technical designs aligned with ITIL and enterprise standards.
Own release management across instances - update sets and the Application Repository for code promotion, instance cloning (clone profiles, data preservers), and upgrades/patching with skip-list remediation and regression testing.
Partner with QA, DevOps, and support teams to troubleshoot issues and improve platform performance.
Document solution architectures and create user guides and training for business and technical users.
Perform core platform administration - users, groups, roles, ACLs, system properties, scheduled jobs, plugin activation, and instance health - across all environments.
Champion development best practices (coding standards, peer review, performance-conscious scripting, out-of-the-box-first design) and uphold platform governance and access controls.