This is a hands-on individual-contributor role responsible for designing, configuring, developing, integrating, testing, deploying, and supporting ServiceNow solutions in a data center and infrastructure-heavy environment. The ServiceNow Engineer will own assigned platform work from requirement through production support and will work closely with platform owners, process owners, engineers, operations teams, and business stakeholders. Primary focus areas include Information Technology Service Management, Information Technology Operations Management, Configuration Management Database, Common Service Data Model, Discovery, Service Mapping, integrations, automation, operational workflows, reporting, and platform health.

Key Responsibilities and Essential Job Functions

• Design, configure, develop, test, deploy, troubleshoot, and support ServiceNow capabilities using native platform features, configuration, and low-code automation as the default; use custom code only when a clear requirement cannot reasonably be met through standard capabilities.
• Improve and support workflows for incident, major incident, problem, change, request, service catalog, knowledge, approvals, service levels, notifications, and operational tasks.
• Build and maintain Configuration Management Database and Common Service Data Model capabilities, including class structure, relationships, service models, ownership, lifecycle, reconciliation, identification rules, and data quality controls.
• Configure and support Information Technology Operations Management capabilities, including Discovery, Service Mapping, MID Servers, Event Management, infrastructure visibility, and service health.
• Develop and support integrations using Integration Hub, application programming interfaces, enterprise middleware, event sources, and standard integration patterns; diagnose failures and maintain reliable data exchange between ServiceNow and operational systems.
• Partner with infrastructure, data center operations, security, service desk, process owners, and business stakeholders to translate requirements into practical, maintainable ServiceNow solutions and challenge requirements that create unnecessary customization or platform complexity.
• Troubleshoot defects and production issues; participate in peer design and code/configuration reviews; support testing, releases, documentation, dashboards, operational reporting, platform upgrades, and reduction of technical debt.

Required Qualifications

• Bachelor's degree in Computer Science, Information Systems, Engineering, or equivalent technical education and experience.
• 4+ years of hands-on ServiceNow platform experience across configuration, development, enhancement, integration, administration, implementation, or production support. Senior-level candidates should demonstrate broader technical depth and independent ownership of complex solutions.
• 3+ years of hands-on ServiceNow Information Technology Service Management experience across incident, problem, change, request, service catalog, knowledge, approvals, service levels, and related workflows.
• Hands-on ServiceNow engineering experience using capabilities such as Flow Designer, Business Rules, Script Includes, Client Scripts, UI Policies, access controls, JavaScript, Integration Hub, and application programming interfaces, with sound judgment about when configuration is preferable to code.
• Hands-on experience with Configuration Management Database and Common Service Data Model, plus working knowledge of Discovery, Service Mapping, MID Servers, or other Information Technology Operations Management capabilities.
• Ability to work independently on assigned engineering work, troubleshoot complex issues, document solutions, estimate effort, participate in peer reviews, and communicate effectively with technical and business stakeholders.

Preferred Qualifications

• ServiceNow certifications such as Certified System Administrator, Certified Application Developer, Certified Implementation Specialist, or relevant product certifications.
• Experience in data center, managed services, cloud, telecommunications, hosting, colocation, or other high-availability technology operations environments.
• Experience integrating ServiceNow with monitoring, asset, identity, security, network, financial, or operational platforms using standard interfaces and middleware.
• Experience with Field Service Management, Security Operations, Vulnerability Response, Enterprise Asset Management, Hardware Asset Management, Event Management, Performance Analytics, platform modernization, or migration away from heavily customized ServiceNow implementations.

Success Measures

• Reliable, maintainable ServiceNow solutions delivered with increasing independence and appropriate use of native platform capabilities.
• Improved Configuration Management Database accuracy, Discovery coverage, service visibility, automation, and operational reporting.
• Consistent incident, request, change, and operational workflows aligned to real business processes and supported by disciplined testing and releases.
• Reduced unnecessary customization, production defects, release risk, and technical debt while maintaining strong platform supportability and upgradeability.

Base Pay Range

The annual salary range offered for this position is estimated to be $105,000 - $120,000. However, the actual pay range depends on each candidate's experience, location, and qualifications.

Variable Pay

Discretionary annual bonus, based on personal and company performance.

Benefits of working at Flexential
• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.

Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.