ServiceNow ITSM Sr. Engineer (Hybrid)

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.

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

• 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.

• To ensure a strong start, all employees participate in our New Employee Orientation during their first week.  This experience is held in person at our Madison, WI Headquarters or one of our AmFam core locations to help you connect with our mission, meet key team members and build relationships that support your growth.  At times, sessions may be delivered virtually based on scheduling and availability. 
• Offer to selected candidate will be made contingent on the results of applicable background checks
• Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions
• Sponsorship will not be considered for this position unless specified in the posting

• 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

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