ServiceNow ITSM Sr. Engineer (Hybrid)

American Family Insurance•Boston, MA

7d•$99,000 - $167,000•Hybrid

About The Position

The ServiceNow ITSM Sr. Engineer partners with ITSM Process Owners and stakeholders to meet business needs while protecting the integrity and long-term health of the ServiceNow platform. You will lead software design and development for moderately complex to complex solutions, providing technical guidance and leadership for ITSM products across the ServiceNow platform. As a ServiceNow Platform Engineer specializing in IT Service Management (ITSM), you will design, enhance, and support scalable, reliable solutions aligned with platform best practices. You will report to the Senior Manager, Technology Services. In this flex office/home role, you will be expected to work a minimum of 10 days per month from either Madison, WI 53783 or Boston, MA 02110 Internal candidates are encouraged to apply and should review the internal mobility guidelines in the hybrid policy reference guide for more information on potential relocation. Depending on the candidate pool, this position may be filled at a lower level to maintain alignment with experience and qualifications. We will not consider candidates who require current or future sponsorship for this position Position Compensation Range: $99,000.00 - $167,000.00 Pay Rate Type: Salary Compensation may vary based on the job level and your geographic work location. Relocation support is offered for eligible candidates.

Requirements

Demonstrated experience providing customer-driven solutions, support or service.
Basic knowledge and understanding of application architecture, design alternatives, and development standards.
Demonstrated experience communicating technical information.
Demonstrated experience developing complex software/systems using one or more programming language.
Demonstrated experience establishing, using and supporting integration and communications technologies between applications, databases and technology platforms.
Demonstrated experience analyzing and estimating project size and work efforts for software solutions.
Demonstrated experience writing and modeling application system design and program specifications.
Solid knowledge and understanding of systems development life cycle (SDLC).
Solid Knowledge and understanding of integration and migration strategies and technologies.
Strong ServiceNow ITSM experience.
Competency in ServiceNow scripting, leveraging JavaScript to extend platform functionality, automate workflows, and tailor user experiences.
Experience with client-side (browser) and server-side (database) scripts, including Glide API record operations and common patterns such as Business Rules, Client Scripts, and Script Includes.
Solid understanding of ServiceNow architecture and best practices.
Experience with integrations and APIs.
SDLC knowledge and technical estimation experience.
ITIL knowledge

Nice To Haves

ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

Responsibilities

Analyze high-level system specifications, system requirements, and use cases related to ITSM processes.
Convert business and technical requirements into low-level specifications and detailed ServiceNow design solutions.
Design, configure, and enhance ServiceNow ITSM applications, primarily in the Incident, Major Incident, Problem, Request, and Knowledge spaces.
Understand and identify system dependencies, upstream/downstream integrations, and platform impacts.
Provide appropriate documentation for design decisions, configuration, scripting, estimating assumptions, and performance metrics.
Define, conduct, and participate in testing activities (unit, system, integration).
Prepare, lead, and participate in technical walkthroughs and solution reviews.
Collaborate with ITSM Process Owners and stakeholders to evaluate system flow, data usage, and processes.
Act in a consultative capacity, recommending best-practice solutions and offering alternatives when necessary.
Ensure development meets standards for programming, design, performance, quality, and security.
Identify opportunities for continuous improvement.
Support incident analysis and resolution within the engineer’s subject matter expertise.
Participate in an on-call rotation, providing after-hours support on nights and weekends as needed.
Manage and prioritize a steady workload across initiatives.