Software Engineer 2 (ServiceNow CSM and ITSM)

U.S. Bank • Hopkins, MN

1d • $105,400 - $124,000 • Hybrid

About The Position

U.S. Bank’s Fleet Product Group is seeking a hands-on ServiceNow Engineer / Developer to modernize and improve support for Fleet customers. Fleet provides products and solutions for managing fuel and other business spending. This role designs and delivers ServiceNow capabilities across Customer Service Management, service operations, onboarding, customer issue management, and API-based integrations with source-of-truth systems.

As part of a small team working directly with product and operations, the engineer will build scalable solutions that improve internal operations and customer support. Work includes developing ServiceNow CSM modules, onboarding workflows and customer-facing issue-management portals, automating processes, developing AI insights for customers, and integrating ServiceNow with core business platforms through APIs. The role translates business needs into technical designs, configures and customizes the platform, builds integrations, and contributes to quality engineering across the software development lifecycle in an Agile Scrum environment.

The position requires working from a U.S. Bank location three or more days per week.

Requirements

• Bachelor’s degree or equivalent work experience.
• Three to five years of relevant experience.
• Hands-on ServiceNow development experience, including design, configuration, customization, testing, implementation, and platform support.
• Strong experience with ServiceNow Customer Service Management and IT Service Management modules.
• Experience across the full software development lifecycle, including requirements analysis, solution design, development, testing, deployment, and post-production support.
• Ability to work effectively in an Agile environment using the Scrum framework.
• Experience developing integrations using REST APIs, Scripted REST APIs, and other ServiceNow integration capabilities.
• Strong JavaScript scripting experience on the ServiceNow platform, including client-side and server-side scripting.
• Experience building and managing workflows using Flow Designer and Workflow Editor.
• Experience with Advanced Work Assignment, including channels, queues, assignment rules, agent presence, and capacity management.
• Ability to troubleshoot Agent Chat and Configurable Workspace issues.
• Experience developing Service Portal portals, pages, widgets, and custom logic.
• Experience with Business Rules, Script Includes, UI Actions, Scheduled Jobs, UI Pages, UI Macros, and CMS.
• Front-end development experience using HTML, CSS, AngularJS, or similar technologies.
• Ability to collaborate with product owners, business stakeholders, architects, QA engineers, and operations teams.
• Strong problem-solving skills, an ownership mindset, and ability to deliver in a fast-paced environment.

Nice To Haves

• Experience supporting fleet, transportation, fuel card, payments, or commercial spend management products.
• Experience with call center or contact center operations, including case routing, agent workflows, queue management, and customer issue resolution.
• Experience building customer-facing portals or self-service support experiences.
• Experience integrating ServiceNow with enterprise systems that serve as source-of-truth platforms.
• Financial or fleet services industry experience.
• Experience using ServiceNow Now Assist capability.

Responsibilities

• Design, configure, customize, test, implement, and support ServiceNow platform capabilities.
• Develop ServiceNow Customer Service Management modules and support IT Service Management capabilities.
• Build onboarding workflows and customer-facing portals for issue management and self-service support.
• Automate manual processes and develop AI insights for customers.
• Develop and maintain integrations between ServiceNow and core business or source-of-truth platforms using APIs.
• Translate business needs into technical designs and deliver solutions across the software development lifecycle.
• Participate in Agile Scrum ceremonies, including sprint planning, refinement, daily standups, demos, and retrospectives.
• Build and manage workflows using Flow Designer and Workflow Editor.
• Configure Advanced Work Assignment, including channels, queues, assignment rules, agent presence, and capacity management.
• Troubleshoot Agent Chat and Configurable Workspace issues.
• Contribute to quality engineering and collaborate with product owners, stakeholders, architects, QA engineers, and operations teams.

Benefits

• Healthcare coverage, including medical, dental, and vision.
• Basic term and optional term life insurance.
• Short-term and long-term disability insurance.
• Pregnancy disability and parental leave.
• 401(k) and employer-funded retirement plan.
• Paid vacation, from two to five weeks depending on salary grade and tenure.
• Up to 11 paid holiday opportunities.
• Adoption assistance.
• Sick and Safe Leave accruals of one hour for every 30 hours worked, up to 80 hours per calendar year unless otherwise provided by law.
• Incentive and recognition programs.
• Equity stock purchase, 401(k) contribution, and pension, subject to eligibility requirements.

What This Job Offers

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