Engineer II, Service Now

AARP • Washington, DC

2d • $128,700 - $143,000 • Hybrid

About The Position

The ServiceNow Engineer II designs, implements, and optimizes ServiceNow solutions across IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM). The role partners with business stakeholders and technical teams to deliver scalable, secure, and automated solutions that improve service delivery, asset visibility, operational efficiency, and platform performance. It drives continuous improvement, maintains CMDB integrity, and supports strategic initiatives through technical expertise, platform governance, and process automation.

The position is based in AARP’s Washington, DC National Headquarters office and works in a hybrid environment. AARP observes Mondays and Fridays as remote workdays, except for essential functions; remote work is limited to the United States and its territories.

Requirements

• Bachelor’s degree in information technology, computer science, engineering, or a related field, or equivalent experience.
• At least 8 years of hands-on ServiceNow platform experience.
• Expertise in ITSM, ITAM, and ITOM, including Incident, Problem, Change, and Request Management; Discovery; Service Mapping; CMDB; Hardware Asset Management (HAM); and Software Asset Management (SAM).
• Strong experience designing, configuring, and supporting ServiceNow applications, workflows, business rules, catalog items, Flow Designer automations, and platform integrations.
• Advanced knowledge of JavaScript, Glide API, ServiceNow scripting, Integration Hub, MID Server, and REST/SOAP integrations.
• Experience implementing and maintaining CMDB governance, data quality standards, discovery patterns, service mapping, and asset lifecycle management processes.
• Ability to integrate ServiceNow with enterprise technologies such as SCCM, Intune, cloud platforms, monitoring tools, identity management solutions, and third-party asset repositories.
• Strong analytical, troubleshooting, and problem-solving skills, including experience providing Level 2/Level 3 platform support, root-cause analysis, and performance optimization.
• Experience working in Agile environments and collaborating with cross-functional stakeholders to translate business requirements into technical solutions and deliver outcomes aligned with platform roadmaps and business objectives.
• Regular and reliable job attendance.
• Effective verbal and written communication skills.
• Ability to demonstrate respect and understanding of others to maintain professional relationships.
• Independent judgment in evaluating options and making sound decisions.

Responsibilities

• Establish a technical roadmap for the platform and/or capability strategy and lifecycle, considering value-based outcomes, maintenance costs, supportability, and performance.
• Ensure sound integration, data, security, and business architecture design throughout all stages of the platform and/or capability lifecycle.
• Rapidly deliver and develop technical solutions aligned with business and/or platform outcomes.
• Troubleshoot and resolve technical issues related to platform or capability systems, solutions, and services.
• Drive continuous improvement of implementation methodology and technical service offerings based on customer and employee experiences or enterprise objectives and outcomes.
• Participate in a Community of Interest for engineers across capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions.
• Develop and maintain deep technical knowledge and expertise related to domain-area systems, solutions, services, and applications.

Benefits

• 401(k)
• 100% company-funded pension plan
• Health, dental, and vision plans
• Life insurance
• Paid time off, including company and individual holidays, vacation, sick, caregiving, and parental leave
• Performance-based and peer-based recognition
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level