Job Description

The ServiceNow Engineer provides advanced engineering, configuration, and integration support for the enterprise ServiceNow platform to ensure stability, scalability, and alignment with organizational standards. The role works closely with product owners and process leads to implement changes, upgrades, and new capabilities while minimizing disruption to mission‑critical services.

This engineer designs and maintains complex workflows, integrations, and data models that connect ServiceNow with other enterprise tools. Mapped to the Cloud Engineer II standard job, the position also applies modern engineering practices—such as scripting, automation, and infrastructure‑as‑code concepts—to improve how the platform is built, tested, and operated in a federal IT environment.

Key Responsibilities

• Design and implement complex ServiceNow solutions across modules such as ITSM, ITOM, and related enterprise applications, ensuring configurations follow platform and governance standards.

• Develop and maintain integrations using APIs, web services, and MID servers to connect ServiceNow with monitoring, identity, and business systems, resolving integration issues in a timely manner.

• Plan and execute platform upgrades, patches, and enhancements, including regression testing, validation, and rollback planning to keep the environment on supported releases with minimal disruption.

• Configure and customize workflows, forms, dashboards, and data models to meet organizational requirements while maintaining performance, security, and supportability.

• Collaborate with security and compliance stakeholders to ensure that configurations, integrations, and data handling comply with organizational policies and federal requirements.

• Apply scripting and automation techniques to streamline common administration, deployment, and maintenance tasks within the ServiceNow environment.

• Troubleshoot complex platform issues across application, integration, and infrastructure layers, performing root‑cause analysis and implementing corrective actions.

• Document solutions, configuration standards, and technical procedures to support knowledge transfer, continuity of operations, and audit readiness.

Required Qualifications

• Bachelor’s degree in Computer Science, Information Technology, Engineering, or a related field, or equivalent relevant experience.

• 8+ years of experience supporting ServiceNow environments, including substantial hands‑on engineering or development work in large, multi‑module instances.

• Demonstrated expertise configuring and customizing core ServiceNow applications and building integrations with third‑party systems using APIs, web services, and related technologies.

• Strong problem‑solving, communication, and collaboration skills, with the ability to work effectively with product owners, process leads, and infrastructure teams.

• Experience planning and executing ServiceNow upgrades and changes in accordance with formal change‑management processes, including testing and rollback preparations.

• Ability to obtain and maintain a Public Trust investigation and to work in a U.S.‑only federal IT context, with U.S. citizenship as specified.

• Willingness and ability to travel 10–25% as needed to support stakeholder engagement and platform initiatives.

Preferred Qualifications

• Multiple ServiceNow certifications (for example, Certified System Administrator, Certified Application Developer, or Implementation Specialist) demonstrating depth across administration and development tracks.

• Experience leading platform‑wide initiatives such as CMDB design, service mapping, multi‑instance consolidation, or modernization of existing ServiceNow implementations.

• Familiarity with cloud‑engineering practices—such as infrastructure as code, continuous integration and delivery, and scripting for environment orchestration—as they apply to ServiceNow hosting models.

• Prior experience supporting ServiceNow in a federal or similarly regulated environment, including attention to security, audit, and compliance requirements.

Qualifications

Compensation Ranges

Compensation ranges for ASM Research positions vary depending on multiple factors; including but not limited to, location, skill set, level of education, certifications, client requirements, contract-specific affordability, government clearance and investigation level, and years of experience. The compensation displayed for this role is a general guideline based on these factors and is unique to each role. Monetary compensation is one component of ASM's overall compensation and benefits package for employees.

EEO Requirements

It is the policy of ASM that an individual's race, color, religion, sex, disability, age, sexual orientation or national origin are not and will not be considered in any personnel or management decisions. We affirm our commitment to these fundamental policies.

All recruiting, hiring, training, and promoting for all job classifications is done without regard to race, color, religion, sex, disability, or age. All decisions on employment are made to abide by the principle of equal employment.

Physical Requirements

The physical requirements described in "Knowledge, Skills and Abilities" above are representative of those which must be met by an employee to successfully perform the primary functions of this job. (For example, "light office duties' or "lifting up to 50 pounds" or "some travel" required.) Reasonable accommodations may be made to enable individuals with qualifying disabilities, who are otherwise qualified, to perform the primary functions.

Disclaimer

The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.