Senior Service Engineer IS Service Now- CMDB, APM/EA and ITAM

Providence • Renton, WA

21h • Remote

About The Position

As a Service Engineer on the ServiceNow team, you’ll partner with stakeholders, developers, and product owners early in the lifecycle to design, operate, and continuously improve enterprise-scale services that empower caregivers. You’ll help shape the ServiceNow vision and roadmap—bringing deep technical expertise to guide decisions and deliver measurable outcomes across quality, cost efficiency, usability, and caregiver satisfaction. From turning requirements into clear designs and best practices to engineering resilient, secure, high-performance solutions, you’ll own problems end-to-end and drive them to lasting resolution. You’ll lead innovation, optimize platform performance and spend, strengthen disaster recovery readiness, and ensure every release is predictable, reliable, and production-ready. If you thrive on troubleshooting complex issues, building scalable systems, and making a real impact on the caregiver experience, this is your opportunity to lead from the front.

Requirements

• Bachelor's Degree: Computer Engineering, Computer Science, Mathematics, Engineering -OR- a combination of equivalent education and experience
• 5 or more years of related experience
• Experience in automation, specifically related to deployment, recovery, or other manual processes
• Experience with n-tier solutions
• Experience with resilience modeling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually)
• Experience influencing software engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service Expectations
• Experience leading and representing the Service in backlog discussions and standups to establish appropriate prioritization of Live Site requirements
• Experience leveraging data and metrics to drive behavior, process, and priority decisions
• Experience using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Experience in problem solving using systematic procedures and investigating problems utilizing root cause analysis

Nice To Haves

• Strong experience with ServiceNow CMDB and Application Portfolio Management
• Solid understanding of CSDM and CI relationships
• Experience as a Product Owner, Business Analyst
• Agile/Scrum delivery experience
• Strong stakeholder management and communication skills
• ServiceNow Certifications (CSA, CMDB, APM, ITAM)
• Experience with ServiceNow integrations

Responsibilities

• Own product strategy, roadmap, and backlog for ServiceNow CMDB, APM, and Asset Management
• Gather, analyze, and translate business requirements into user stories and acceptance criteria
• Drive CMDB design, CSDM alignment, and data quality governance
• Enable application lifecycle decisions (rationalization, modernization, retirement)
• Collaborate with architects, developers, and operations teams using Agile/Scrum
• Support UAT, adoption, and continuous platform improvements
• Define and track KPIs, SLAs, and value realization

Benefits

• Our best-in-class benefits are uniquely designed to support you and your family in staying well, growing professionally, and achieving financial security.
• We take care of you, so you can focus on delivering our Mission of caring for everyone, especially the most vulnerable in our communities.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees