Associate, Service Now Engineer

The Associate, ServiceNow Engineer will join the technology team to drive the evolution of the ServiceNow platform focusing on IT Service Management (ITSM) and IT Operations Management (ITOM). The role involves designing workflows, improving operational processes, developing integrations, and supporting reliable, scalable technology services.

Responsibilities

• Configure, develop and enhance ServiceNow ITSM and ITOM capabilities, including Incident, Problem, Change, Event Management, Discovery and CMDB.
• Design and optimise workflows that automate operational processes, improve service delivery and reduce manual effort.
• Own the ongoing maintenance and enhancement of ServiceNow configurations, ensuring platform stability, performance and alignment with business requirements.
• Develop and maintain ServiceNow integrations with enterprise systems and third-party applications using APIs and web services.
• Manage and improve CMDB data quality, configuration governance and service dependency mapping.
• Deploy, maintain and optimise ServiceNow Discovery to provide accurate visibility of infrastructure and service relationships.
• Build dashboards, reports and analytics that provide meaningful operational insights, KPI tracking and service performance monitoring.
• Partner with technology teams and business stakeholders to gather requirements and translate them into scalable technical solutions.
• Lead and support user acceptance testing, platform upgrades and release activities.
• Identify opportunities to automate operational activities, strengthen controls and improve platform efficiency.
• Troubleshoot complex platform and integration issues, perform root cause analysis and implement sustainable solutions.
• Contribute to ServiceNow governance, development standards and platform best practices.
• Support and mentor junior team members while promoting knowledge sharing and continuous improvement across the team.
• Collaborate across the wider ServiceNow ecosystem and contribute to ongoing platform transformation initiatives.

Requirements

• Degree-level education or equivalent professional experience.
• Hands-on experience configuring and implementing ServiceNow ITSM and/or ITOM modules.
• Strong understanding of IT service management processes, including Incident, Problem and Change Management.
• Experience working with ServiceNow Discovery and Configuration Management Database (CMDB).
• Experience developing workflows, automations and platform enhancements using ServiceNow development tools.
• Experience building integrations between ServiceNow and enterprise applications using REST, SOAP or similar technologies.
• Strong understanding of service modelling, dependency mapping and configuration management principles.
• Experience creating ServiceNow dashboards, reports and operational performance metrics.
• Strong troubleshooting and problem-solving skills with the ability to resolve complex technical issues.
• Understanding of ServiceNow platform governance, development lifecycle and best practices.
• Ability to work independently, manage competing priorities and deliver high-quality solutions.
• Strong communication and stakeholder management skills.
• ServiceNow Certified System Administrator (CSA) is a plus.
• ServiceNow Certified Application Developer (CAD) or Implementation Specialist certifications are desirable.
• Experience with Flow Designer, IntegrationHub and ServiceNow automation capabilities is a plus.
• Knowledge of scripting and ServiceNow development frameworks is desirable.
• Experience integrating ServiceNow with DevOps, CI/CD or release management processes is a plus.
• Familiarity with Agile delivery methodologies is desirable.
• Experience working within large-scale enterprise technology environments is a plus.
• Exposure to additional ServiceNow modules and platform capabilities is desirable.
• Experience delivering user training, adoption activities or coaching junior colleagues is a plus.
• Understanding of cloud, infrastructure or enterprise operations environments is desirable.

Skills

• ServiceNow ITSM configuration
• ServiceNow ITOM configuration
• Incident Management
• Problem Management
• Change Management
• ServiceNow Discovery
• Configuration Management Database
• ServiceNow workflow development
• ServiceNow automation
• ServiceNow platform enhancements
• ServiceNow integration
• REST API Integration
• SOAP integration
• Service modelling
• Dependency Mapping
• Configuration management principles
• ServiceNow dashboards
• Operational performance metrics
• ServiceNow Troubleshooting
• ServiceNow platform governance
• ServiceNow development lifecycle
• Flow Designer
• IntegrationHub
• ServiceNow scripting
• DevOps Integration
• CI/CD
• Agile Methodologies
• User training delivery
• Cloud environment knowledge
• Enterprise operations

Languages

English