Principal Engineer - ServiceNow (ITOM)

Job Title

As a ServiceNow IT Operations Management (ITOM) Principal Engineer, you will act as a key technical expert and collaborative leader helping shape the design, implementation, and continuous evolution of enterprise-scale ITOM capabilities on our ServiceNow platform.

You’ll work closely with architects, platform teams, product managers, and partners across cloud and infrastructure teams to deliver scalable, secure, and sustainable solutions that support our digital transformation goals.

• Collaborate with IT and business stakeholders to define and evolve ServiceNow ITOM strategies.
• Design scalable ITOM solutions across on-premise, hybrid, and multi-cloud environments (AWS, Azure, and Google Cloud Platform).
• Lead and guide teams in platform engineering, configuration, and optimization across Discovery, Service Mapping, CMDB (Configuration Management Database), and Event Management.
• Develop and promote standardized frameworks, automation assets, and reusable solutions.
• Support platform governance, architecture reviews, and continuous technical improvements.
• Integrate observability, monitoring, and automation tools to enhance operational reliability.
• Partner with DevOps and agile teams to improve continuous integration and delivery (CI/CD) practices.
• Enable data accuracy and governance through Common Service Data Model (CSDM) adoption.
• Contribute to innovation through proofs of concept and technology evaluation.

• Extensive experience (typically 10+ years) in IT operations, design, or engineering, including deep ServiceNow platform expertise.
• Proven experience leading or contributing to enterprise ITOM implementations.
• Strong understanding of Discovery, Service Mapping, CMDB, and Observability practices.
• Familiarity with integrating multiple platforms using REST APIs, Flow Designer, or equivalent methods.
• Proficiency with cloud technologies such as Amazon Web Services (AWS), Microsoft Azure, and Google Cloud.
• Knowledge of JavaScript, Python, or PowerShell scripting for automation is desirable.
• ServiceNow certifications such as System Administrator (CSA), Application Developer (CAD), or Discovery Implementation Specialist are advantageous.
• Collaborative communication style, problem-solving mindset, and openness to mentoring and continuous learning.

What We Can Offer You

A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.

Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.

A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.

A hybrid working model - We want our employees to do their best work, however the hybrid model works best for them.

A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.

A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.

A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

Diversity & Inclusion

Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.

Amadeus is an equal opportunity employer and committed to an accessible recruitment process. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.

Be aware of recruitment scams

Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.