Staff Software Engineer - ServiceNow ITAM

The Walt Disney Company • Orlando, FL

5d

About The Position

The Staff Software Engineer is a senior individual contributor and technical leader responsible for the architecture, design, and development of enterprise-grade solutions on the ServiceNow platform. This role plays a critical part in advancing the platform’s capabilities across Service Asset Management (SAM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), CMDB, and advanced Reporting & Analytics. The ideal candidate brings deep hands-on platform expertise, forward-looking architectural thinking, and the ability to influence technical strategy at scale.

Requirements

• 7+ years of professional software engineering experience, with significant hands-on development on the ServiceNow platform.
• Advanced proficiency in JavaScript, Glide APIs, ServiceNow scripting (Business Rules, Script Includes, Client Scripts), and Flow Designer.
• Demonstrated experience implementing and supporting SAM, ITOM, SPM, and enterprise reporting solutions.
• Strong hands-on expertise with CMDB architecture, discovery, normalization, reconciliation rules, and CI lifecycle management.
• Solid understanding of asset lifecycles, license compliance, software normalization, and hardware asset governance.
• Experience with REST/SOAP integrations, data imports, web services, and event-based integrations.
• Required certifications: ServiceNow Certified System Administrator (CSA)
• Relevant ServiceNow micro-certifications in SAM, ITOM, SPM, Reporting / Performance Analytics, IntegrationHub, or CMDB.
• Proven experience working in Agile delivery environments with cross-functional teams.
• Ability to design scalable, resilient, and maintainable solutions that support enterprise growth.

Nice To Haves

• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) – strongly preferred.
• Advanced ServiceNow certifications such as CIS (SAM, ITOM, SPM) or domain-specialist credentials.
• Experience implementing Platform Analytics, advanced Performance Analytics, and complex data-driven insights.
• Exposure to Service Exchange, reusable application design, and marketplace-driven platform strategies.
• Experience with large-scale ServiceNow transformations or multi-domain enterprise implementations.
• Strong understanding of platform governance, upgrade strategies, and technical debt management.

Responsibilities

• Lead the design, development, and optimization of complex ServiceNow solutions leveraging modern platform capabilities, best practices, and extensibility frameworks.
• Act as a technical authority across SAM (HAM/SAM Pro), ITOM (Discovery, Service Mapping, Event Management, Health), SPM, and enterprise analytics and reporting.
• Architect and govern CMDB and Asset Management solutions, ensuring data quality, normalization, reconciliation, lifecycle integrity, and operational reliability.
• Design scalable CMDB models that support ITOM visibility, asset lifecycles, compliance, reporting, and integration with downstream systems.
• Deliver advanced platform solutions using Flow Designer, IntegrationHub, custom APIs, Script Includes, and asynchronous processing.
• Build and optimize Platform Analytics, Performance Analytics, and executive-level dashboards, driving data-informed decision-making.
• Leverage emerging ServiceNow capabilities such as Service Exchange, Platform Analytics, AI/Automation frameworks, and next-generation reporting tools.
• Define technical patterns, guardrails, and reference architectures aligned with platform strategy and long-term sustainment.
• Partner with Product Management, Enterprise Architecture, Security, and Operations to translate strategic goals into robust technical solutions.
• Mentor engineers and provide architectural guidance through design reviews, code reviews, and technical coaching.
• Lead complex troubleshooting efforts, including CMDB health issues, discovery failures, integration bottlenecks, and performance degradation.
• Produce high-quality, audit-ready technical documentation, including solution designs, data models, and architectural diagrams.

Benefits

• A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.

What This Job Offers

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