Servicenow Platform Engineer

District Partners has been engaged to assist with the hiring of an experienced ServiceNow Configuration & Asset Management (Platform) Engineer. A culture of customer service excellence is at the core of this organization, with all team members expected to contribute to this mission. Advanced technologies are leveraged to optimize technical operations and drive impactful business outcomes.

The ServiceNow Configuration & Asset Management (Platform) Engineer plays a critical role in ServiceNow development, focusing on Configuration Management Database (CMDB), IT Operations Management (ITOM), and IT Asset Management (ITAM). This position is responsible for designing and implementing scalable solutions, maintaining data integrity, and ensuring alignment between the CMDB and business objectives.

Key Responsibilities:

CMDB Development & Maintenance

• Design, implement, and maintain CMDB solutions within ServiceNow.
• Develop robust relationship mappings, maintain the data dictionary, and enforce governance policies to ensure data accuracy.
• Enhance CMDB structures to support ITIL processes and business needs.
• Manage ServiceNow Discovery and Service Mapping to enrich Configuration Items (CIs) with accurate data.

ServiceNow Development & Automation

• Design and implement scoped applications to meet ITOM and ITAM requirements.
• Create custom workflows, policies, and scripts to improve automation and platform functionality.
• Develop custom widgets and Employee Center portals to enhance the user experience.
• Build and maintain integrations using REST, SOAP, JDBC, and MID Servers to ensure accurate data ingestion.
• Automate asset lifecycle processes, from procurement to decommissioning.

Performance Monitoring & Governance

• Define and monitor KPIs to assess CMDB health, data quality, and business alignment.
• Develop custom dashboards and reports for technology and business stakeholders.
• Maintain the ServiceNow Common Service Data Model (CSDM) and ensure alignment with ITAM.

Strategy & Continuous Improvement

• Collaborate with technology and platform teams to develop long-term strategies.
• Drive innovation, improve productivity, and establish new approaches for ServiceNow implementations.
• Ensure 24/7 access and performance of ServiceNow applications.
• Track and resolve application bugs, test mission-critical applications, and document findings.

Change & Release Management

• Design and enforce update and backup procedures, including rollback plans.
• Oversee change control and release management for ServiceNow platform updates.
• Evaluate and report on the health of the organization's ServiceNow instances to maintain platform alignment with business strategy.

Leadership & Consultation

• Provide technical leadership and consultative support to platform teams.
• Collaborate with ServiceNow stakeholders to drive process improvements and innovation.
• Perform other duties as assigned.

Required Skills & Experience:

• 4 years of direct experience in ServiceNow architecture, development, and implementation.
• Senior candidates must have 6 years of experience performing exempt-level duties.
• Expertise in ServiceNow modules, configuration changes, and troubleshooting performance issues.
• Deep knowledge of CMDB, ITOM, and ITAM within ServiceNow.
• Proficiency in JavaScript, AJAX, Python, and PowerShell for ServiceNow development.
• Strong understanding of REST, SOAP, XML, and JSON for system integrations.
• Experience with ITIL frameworks (Change, Incident, Problem Management) and SPM (Strategic Portfolio Management).
• Ability to interpret AJAX/JavaScript code for template-based and custom ServiceNow solutions.
• Experience gathering and translating business requirements for development teams.

Preferred Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, or a related field.
• Advanced degree in a relevant discipline.
• Experience with hybrid cloud environments and IT infrastructure.
• Strong technical writing and documentation skills.
• Relevant ServiceNow certifications (e.g., CSA, ITOM Implementation Specialist, CAD).
• Proven experience developing scoped applications, custom workflows, and platform automations.
• Strong knowledge of ITOM (Discovery, Service Mapping) and ITAM modules.
• Expertise in CMDB governance, data modeling, and relationship mapping.
• Ability to design and manage integrations with external systems using REST, SOAP, and custom connectors.

Core Competencies

• Strong problem-solving and leadership skills.
• Excellent analytical and strategic thinking abilities.
• Ability to plan, execute, and accomplish goals independently.
• Outstanding customer service mindset with a proactive, solutions-oriented approach.
• Effective communication skills, able to present complex ideas to technical and non-technical audiences.
• Agile and adaptable to shifting business priorities.
• Strong organizational skills, with the ability to manage multiple tasks and meet deadlines.
• Self-motivated, reliable, and committed to continuous learning.
• Ability to work in a high-pressure, fast-paced environment.
• Exceptional teamwork and collaboration skills, fostering positive relationships across departments.