ServiceNow Engineer

Employbridge

2d•Remote

About The Position

The ServiceNow Engineer (IT Governance) designs, develops, and supports scalable solutions on the ServiceNow platform that enable disciplined IT governance and operational execution across the enterprise. This role partners with IT Governance leadership, ITSM process owners, and cross-functional technology teams to translate requirements into durable platform capabilities—spanning Incident, Problem, Change, Request, Major Incident, Service Portal/Catalog, CMDB, and Hardware/Software Asset Management. Reporting to the IT Governance Platform Manager, the ServiceNow Engineer ensures platform solutions are built to standards, well-documented, secure, supportable, and aligned to a consistent release and quality model. The role may also provide engineering support for adjacent governance-related SaaS platforms (e.g., Zylo, Tangoe) by enabling integrations, reporting, and workflow automation where appropriate.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent practical experience).
4+ years of hands-on ServiceNow experience in an enterprise environment, including configuration and development across core ITSM capabilities (Incident, Problem, Change, Request) and operational modules (Major Incident, Service Portal/Catalog)
Experience supporting CMDB and asset-related modules (CMDB, HAM/SAM) and maintaining data quality in operational environments.
Experience implementing or supporting integrations with external systems (examples in your current environment include Axonius, Jira, PagerDuty).
Experience working with platform operations practices (platform health, upgrades, operational reporting).
Strong ServiceNow engineering fundamentals: configuration + scripting, modular design, and supportable solution patterns.
Working knowledge across ITSM domains and governance-enabling modules: Incident, Problem, Change, Request, Major Incident, Service Portal/Catalog, CMDB, ITAM/SAM/HAM
Integration engineering competency using API-based patterns; ability to maintain and troubleshoot integrations (e.g., Jira/PagerDuty/Axonius).
Platform health and performance mindset: proactive monitoring, root-cause problem solving, and reliability improvements.
Release and upgrade discipline: contributes to upgrades, regression testing, and deployment readiness.
Documentation rigor: produces clear technical documentation that supports auditability, supportability, and repeatable operations.
Process and controls orientation—builds solutions that reinforce standardized intake, approvals, and transparent workflows (aligned to your “operate with control & governance” theme).
Stakeholder partnership: translates business/process needs into clear technical designs and communicates risks/tradeoffs effectively. (Suggested—fits governance operating model.)
Continuous improvement mindset: identifies opportunities to automate manual steps and streamline workflows to increase consistency and reduce operational friction

Nice To Haves

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
CIS in a major module area (e.g., ITSM, CMDB, ITAM)

Responsibilities

Design, configure, and develop ServiceNow solutions using platform best practices and development standards across governance-relevant capabilities (e.g., ITSM workflows, major incident, service portal/catalog, CMDB, ITAM/SAM/HAM).
Own technical delivery end-to-end: requirements refinement, technical design, configuration/scripting, testing, deployment support, and post-release stabilization.
Build maintainable automation using platform features (e.g., workflows, catalog, portal experiences) to reduce manual effort and improve consistency.
Support CMDB health and data quality by implementing sound data structures, validation, and governance-friendly configurations (including alignment to CMDB usage across IT operations
Enable IT Asset Management use cases by supporting HAM/SAM workflows and operational reporting and ensuring configurations are supportable and auditable.
Design and implement integrations between ServiceNow and external systems using APIs and integration patterns (examples in current scope include Axonius, Jira, PagerDuty).
Partner with platform owner(s) and stakeholders to ensure integrations remain stable, monitored, and documented.
Troubleshoot complex platform issues, perform root cause analysis, and implement corrective fixes to improve reliability and performance.
Contribute to platform health activities including performance management and operational reporting
Participate in platform upgrades and release activities
Collaborate with IT Governance leadership to ensure platform work supports standardized processes and “operate with control & governance” objectives
Establish and uphold engineering quality practices: peer reviews, testing discipline, documentation standards, and release readiness.
Maintain clear technical documentation for workflows, configurations, and integrations to support auditability and support handoffs.