Senior ServiceNow Engineer

Bain Capital • Boston, MA

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About The Position

Bain Capital is seeking a technically skilled Senior ServiceNow Engineer to help shape and advance an enterprise platform that supports how the firm works. Reporting to the Director, IT Support Operations, this role combines hands-on development, platform configuration, and workflow design across IT Service Management (ITSM) and IT Asset Management (ITAM). The engineer will work with IT and business stakeholders to deliver reliable workflows, integrations, reporting, and platform improvements.

As Bain Capital builds its ServiceNow AI capabilities, this role will help establish the technical foundation, processes, and workflow patterns for responsible, high-value AI adoption. The engineer will identify practical use cases and define how ServiceNow’s native AI capabilities can improve efficiency and the employee experience.

The position is based in Boston, Massachusetts. It is a full-time FTE role. Expected annual base salary is $115,000–$150,000. Actual base salary will depend on factors including role, function, level, experience, qualifications, and geographic location. The position may also be eligible for a discretionary annual bonus based on individual impact, team performance, and firm performance. Bain Capital offers a competitive benefits package designed to support employees’ health, financial security, family needs, and overall well-being.

Requirements

• 3–5 years of hands-on ServiceNow development, administration, or platform engineering experience, including ITSM and ITAM capabilities.
• Experience supporting Hardware Asset Management (HAM) and Software Asset Management (SAM), including asset lifecycle processes, inventory or entitlement data, and related operational workflows.
• Strong working knowledge of ServiceNow configuration and development, including JavaScript, Glide API, Flow Designer, business rules, script includes, client scripts, UI policies, catalog items, data imports, and integrations.
• Experience working with ServiceNow APIs, REST or SOAP web services, JSON, and integration troubleshooting.
• Working knowledge of CMDB concepts, data quality, discovery or normalization processes, and the relationship between configuration, asset, and service data.
• Strong analytical, problem-solving, and communication skills, with the ability to translate business needs into scalable technical solutions and work effectively with business stakeholders and IT teams.

Nice To Haves

• Familiarity with IntegrationHub.
• Experience with ServiceNow Otto, formerly Now Assist.
• ServiceNow Certified System Administrator (CSA) certification.
• ServiceNow Certified Application Developer (CAD) certification.

Responsibilities

• Own hands-on configuration, development, and ongoing enhancement of ServiceNow ITSM and ITAM capabilities, including incident, request, problem, change, service catalog, HAM, and SAM processes.
• Design and deliver maintainable ServiceNow solutions using platform configuration, Flow Designer, business rules, client scripts, script includes, UI policies, and ServiceNow APIs.
• Evaluate new ServiceNow AI capabilities and releases, recommend practical high-value use cases, and support approved pilots and deployments to improve service delivery and employee experience.
• Maintain clear technical documentation and configuration standards.
• Configure and improve business, IT service, and asset workflows, including catalog items, approvals, notifications, lifecycle processes, and workflow automation.
• Partner with business stakeholders and IT teams to translate operational needs into technical designs, user stories, test plans, and platform improvements.
• Build and support ServiceNow integrations, including data imports, REST and SOAP APIs, authentication, error handling, monitoring, and troubleshooting in partnership with application owners and infrastructure teams.
• Use platform data, service performance, asset data quality, and adoption trends to identify improvement opportunities and inform platform priorities.
• Help establish the processes, controls, and workflow patterns needed to deploy ServiceNow native AI capabilities responsibly.

Benefits

• Competitive benefits package designed to support employees’ health, financial security, family needs, and overall well-being.
• May be eligible for a discretionary annual bonus.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed