Carvana

Associate Engineer, ServiceNow

Carvana • $70K — $95K *
Tempe, AZ 85281In-Person
Information Technology
Less than 5 years of experience
Today
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Job Overview by Ladders

Qualifications

  • 4+ years of hands-on ServiceNow development across ITSM, CSM, FSM, ITOM, and HAM aligned with ITIL practices.
  • Certified ServiceNow professional: CSA, CAD, CIS-ITSM, CIS-CSM.
  • Practical experience configuring FSM for dispatching and mobile automation.
  • Strong server-side development skills including Script Includes and REST/SOAP APIs.
  • Experience with Virtual Agent conversational flows using AI.
  • Expertise in ITOM for operational visibility and service health.

Responsibilities

  • Collaborate with stakeholders to design scalable ServiceNow solutions.
  • Configure and enhance core ITSM processes like incident and change management.
  • Implement Customer Service Management solutions including omni-channel intake.
  • Design and build end-to-end Field Service Management solutions.
  • Automate processes with Flow Designer and orchestrate integrations via Integration Hub.
  • Maintain Service Catalog content and develop self-service experiences.
  • Champion development best practices and uphold platform governance.

Benefits

  • Medical, Dental, and Vision benefits.
  • 401K with company match.
  • Student loan payment assistance and vehicle purchase discounts.
  • Wellness program for physical and mental health.
  • Opportunities for skillset expansion and knowledge sharing.
  • Promotions from within and rapid career development.
Full Job Description
THIS IS A 100% ON-SITE POSITION (Monday through Friday)

About the team and position

The ServiceNow Engineer plays a crucial role in the design, development, and management of ServiceNow solutions that optimize business processes and deliver real value to the Carvana family. In this role, you'll work closely with cross-functional partners to build workflows and automation that align with organizational goals, meet security and compliance standards, and deliver incremental business value. In return for your hard work, you'll have the opportunity to grow at one of the fastest-moving and most creative technology companies around - helping us promote a life-changing product and develop a world-class team every day.

What you'll be doing
  • Collaborate with stakeholders to design scalable ServiceNow solutions across ITSM, CSM, ITOM, FSM and Asset Management (HAM/SAM).
  • Configure and enhance core ITSM processes - incident, change, problem, and request management.
  • Design and implement Customer Service Management (CSM) solutions, including case management, the Configurable / CSM Workspace, account and contact data models, and omni-channel intake across email, chat, portal, and phone.
  • Design and build end-to-end Field Service Management solutions - Work Orders, Work Order Tasks, Assignments, Dispatching, Scheduling, Skills Management, Planned Maintenance, and Crew Operations.
  • Configure Dynamic Scheduling, Optimization Policies, and Territory Planning, and extend the Agent Mobile App (online/offline) for field technicians.
  • Build and maintain Service Catalog content - catalog items, record producers, order guides, variable sets, client scripts, and UI policies.
  • Develop self-service experiences on Service Portal and Employee Center / Employee Center Pro - widgets, pages, themes, content publishing, and unified navigation.
  • Design Virtual Agent conversational experiences - topics, NLU, and topic flows - for catalog and case/incident deflection across web, mobile, and messaging channels.
  • Automate processes with Flow Designer (flows, subflows, and custom actions) and orchestrate cross-system integration through Integration Hub spokes.
  • Design and build custom scoped applications on the Now Platform / App Engine - tables, business rules, client scripts, UI policies, and ACLs - following scoped-application best practices.
  • Develop server-side logic and reusable Script Includes, and build and consume REST and SOAP web services (Scripted REST APIs, Table API, Import Set API) for inbound and outbound integration.
  • Deliver ITOM capabilities - Discovery, Service Mapping, Event Management, and CMDB health - including MID Server install, configuration, clustering, and credential/TLS handling.
  • Manage Hardware Asset Management (HAM) across the full lifecycle (procurement to retirement), including model normalization and reconciliation of assets to CMDB CIs, and support software asset and license compliance.
  • Translate business needs into functional and technical designs aligned with ITIL and enterprise standards.
  • Own release management across instances - update sets and the Application Repository for code promotion, instance cloning (clone profiles, data preservers), and upgrades/patching with skip-list remediation and regression testing.
  • Partner with QA, DevOps, and support teams to troubleshoot issues and improve platform performance.
  • Document solution architectures and create user guides and training for business and technical users.
  • Perform core platform administration - users, groups, roles, ACLs, system
  • properties, scheduled jobs, plugin activation, and instance health - across all environments.
  • Champion development best practices (coding standards, peer review, performance-conscious scripting, out-of-the-box-first design) and uphold platform governance and access controls.

What you should have
  • 4+ years of hands-on ServiceNow development, architecture, and delivery across ITSM, CSM, FSM, ITOM, and HAM - including scoped application development and AI-enabled workflows - aligned with ITIL practices.
  • Certified ServiceNow professional: CSA, CAD, CIS-ITSM, CIS-CSM.
  • Practical experience configuring FSM for dispatching, scheduling, and mobile workforce automation.
  • Strong server-side and integration development - Script Includes, Business Rules, GlideRecord, Flow Designer, Integration Hub/spokes, and REST/SOAP and Scripted REST APIs (Table, Import Set).
  • Experience designing Virtual Agent conversational flows (topics and NLU) and applying AI / Now Assist to automate service operations.
  • Able to lead solution design workshops, translate requirements into scalable architectures, and manage the full SDLC in Agile delivery.
  • Expertise in ITOM - Discovery and CMDB design - for operational visibility and service health.
  • Strong understanding of CSDM, data modeling, and platform performance optimization.
  • Hands-on CSM implementation, including case management, the CSM/Configurable Workspace, and account and contact data models.
  • Proficiency building Service Catalog content and developing Service Portal and Employee Center experiences.
  • Demonstrated experience developing custom scoped applications on App Engine.
  • Practical experience with MID Server setup, clustering, and troubleshooting, plus core platform administration; CIS-Discovery or CIS-Hardware Asset Management certification a plus.
  • Hands-on application lifecycle management: update sets and the Application Repository, instance cloning, and platform upgrade/patch cycles with skip-list remediation.
  • Solid Hardware Asset Management (HAM) experience, including lifecycle tracking, reconciliation, and procurement integration.

What we'll offer in return
  • Full-Time Salary Position with a competitive salary.
  • Medical, Dental, and Vision benefits.
  • 401K with company match.
  • A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more.
  • A great wellness program to keep you healthy and happy both physically and mentally.
  • Access to opportunities to expand your skillset and share your knowledge with others across the organization.
  • A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development.
  • A seat in one of the fastest-growing companies in the country.

Other requirements

To be able to do your job at Carvana, there are some basic requirements we want to share with you.
  • Must be able to read, write, speak, and understand English.

About Carvana

Founded in 2012 and based in?Phoenix, Carvana’s mission is to change the way people buy cars. By removing the traditional dealership infrastructure and replacing it with technology and exceptional customer service, Carvana offers consumers an intuitive and convenient online car buying and financing platform. Carvana.com enables consumers to quickly and easily shop more than 15,000 vehicles, finance, trade in or sell their current vehicle to Carvana, sign contracts, and schedule as-soon-as-next-day delivery or pickup at one of Carvana’s patented, automated Car Vending Machines.

Carvana Careers

Join the dynamic team at Carvana, a leading e-commerce platform for buying and selling used cars, where innovation drives us and leadership thrives. At Carvana, we offer more than just job opportunities; we provide a pathway to a rewarding career in the automotive and technology industries.

Work You’ll Do

Become a part of Carvana’s commitment to changing the car buying experience by joining our diverse team. We leverage cutting-edge technology and bold innovation to stay ahead in a fast-evolving market. Our team is composed of driven professionals who lead the industry in expertise and are the backbone of our growth and success.

Explore Professional Growth

At Carvana, we believe in nurturing talent and fostering professional growth. Our leadership is dedicated to providing extensive training and development programs that empower you to climb the career ladder with confidence. From entry-level positions to senior roles, every team member receives the support and resources they need to excel.

Innovative Work Environment

Our culture is built on a foundation of diversity and inclusion, where every employee’s contribution is valued. Work alongside industry leaders and peers in an environment that celebrates creativity and strategic thinking. Carvana is not just a company; it’s a revolutionary approach to the automotive market.

Join Our Team

Discover a range of employment opportunities at Carvana, from customer service and vehicle operations to software development and marketing. Each position offers a chance to develop skills that are crucial for personal and professional development. We are hiring individuals who are passionate, curious, and eager to drive change within the industry.

Internship Programs

Kickstart your career with a Carvana internship. Gain invaluable experience, build your resume, and make connections that will open doors to future opportunities. Our internships provide a real-world glimpse into high-level projects and day-to-day operations, preparing interns for full-time roles in their chosen fields.

Benefits and Perks

Carvana cares for its employees by offering competitive benefits, including health insurance, retirement plans, and wellness programs. We also understand the importance of work-life balance and provide flexible working arrangements to suit different needs and lifestyles.

Networking and Career Advancement

Enhance your career prospects through Carvana’s robust professional networking opportunities. Connect with leaders and peers within and outside the company to expand your professional network and uncover new career paths.

Stay Connected

Search open positions that match your skills and interests on our Carvana Jobs portal. We look for innovative, driven, and collaborative individuals to join our team.

Keep Up to Date

Stay ahead with career tips, insider perspectives, and industry-leading insights—all from the people who work here. Subscribe to our Carvana Careers blog for the latest news and updates in the world of automotive e-commerce.

Job Alert Emails

Personalize your subscription to receive job alerts, latest news, and insider tips tailored to your preferences. Discover the exciting and rewarding opportunities that await at Carvana. Join Carvana today and be part of a company that’s redefining the automotive industry through technology, innovation, and a strong commitment to excellence.
Learn more about Carvana
Size
21,000 employees
Market Cap
$716.3 million
Industry
Consumer Technology
Net Income
-$171.1 million
Founded
2013
5 Year Trend
+103.7%
Revenue
$5.5 billion
NASDAQ
CVNA
* Ladders Estimates

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