Senior Software Engineer II

The Opportunity

We are seeking experienced Manager-level Engineers to join the Operations Data and Analytics organization. These are senior individual contributor engineering roles reporting directly to the Director and providing technical leadership across ServiceNow, IT Service Management, automation, integrations, observability, and operational engineering.

A primary focus of these positions will be the design and development of enterprise capabilities supporting Incident Management, Problem Management, Change Management, and the CMDB capabilities and configuration data that enable those processes.

This role is designed for an experienced engineer who can independently own complex technical problems, influence architecture and engineering standards, mentor less-experienced engineers, and work across organizational boundaries to deliver enterprise-scale solutions.

While the role carries a Manager-level title, it does not have direct people-management responsibilities. Success will come through technical expertise, ownership, influence, execution, and the ability to raise the engineering capability of the broader team.

• Design, develop, test, deploy, and support enterprise solutions on the ServiceNow platform.
• Serve as a senior technical contributor for ServiceNow applications, workflows, integrations, automation, APIs, and platform capabilities.
• Provide technical depth across Incident, Problem, Change, and supporting CMDB capabilities.
• Own complex engineering initiatives from requirements and architecture through implementation and production support.
• Design and enhance CMDB functionality, configuration relationships, integrations, and data capabilities required to effectively support Incident, Problem, and Change processes.
• Ensure configuration data can be effectively used for impact analysis, incident investigation, root-cause analysis, change risk assessment, automation, reporting, and operational decision-making.
• Provide technical guidance and mentorship to Associate Engineers and other team members without formal people-management responsibility.
• Establish and promote development standards that improve maintainability, scalability, security, performance, and upgradeability.
• Evaluate technical alternatives and make sound engineering decisions balancing immediate requirements with long-term platform health.
• Identify opportunities to replace manual processes and one-off solutions with reusable platform capabilities and automation.
• Partner with architects and other senior engineers on platform architecture and technical roadmaps while following the Amex way development roadmap.
• Apply strong knowledge of ITIL and ITSM practices, with particular emphasis on Incident Management, Problem Management, Change Management, and Configuration Management.
• Translate process and operational requirements into scalable ServiceNow solutions.
• Develop workflows, automation, business rules, integrations, data models, and supporting capabilities across these ITSM areas.
• Partner with process owners, SRE, Application Support, Operations Engineering, and application teams to improve service-management capabilities.
• Develop solutions that improve the connection between incidents, underlying problems, planned changes, affected services, applications, infrastructure, and associated configuration items.
• Identify process and technology gaps and develop sustainable engineering solutions to address them.
• Challenge unnecessary technical or process complexity and recommend simpler, more scalable approaches.
• Improve the quality, consistency, and usability of operational and CMDB data supporting ITSM processes.
• Design and develop integrations between ServiceNow and enterprise platforms using REST APIs, web services, events, and related integration technologies.
• Develop automation that reduces operational toil and improves engineering efficiency.
• Design reusable integration patterns and common services rather than point-to-point solutions where appropriate.
• Troubleshoot complex integration, data, performance, and production issues across multiple systems when required.
• Apply strong software engineering practices across application design, development, automated testing, code review, deployment, and production support.
• Develop maintainable, testable, and well-documented software.
• Promote effective use of source control, automated testing, and CI/CD.
• Participate actively in design and code reviews and provide constructive technical feedback.
• Help define technical standards, reusable patterns, and engineering best practices.
• Mentor Associate Engineers through code reviews, technical discussions, pairing, and day-to-day collaboration.
• Remain current on relevant technologies and identify opportunities to introduce new capabilities where they provide measurable value.

• 5+ years of professional software engineering or platform engineering experience, with demonstrated ability to independently deliver complex enterprise technology solutions.
• Significant hands-on experience developing solutions on the ServiceNow platform.
• Hands-on development experience with Incident Management, Problem Management, Change Management, and CMDB capabilities within ServiceNow.
• Strong understanding of ServiceNow development practices, platform architecture, workflows, integrations, APIs, and data models.
• Working knowledge of ITIL and ITSM processes.
• Experience developing or integrating CMDB capabilities that support ITSM workflows and operational decision-making.
• Strong software engineering fundamentals, including application design, APIs, data structures, automated testing, source control, and CI/CD.
• Experience with JavaScript and technologies used within the ServiceNow development ecosystem.
• Experience designing and consuming RESTful APIs and web services.
• Experience developing and supporting production applications in a large enterprise environment.
• Ability to independently troubleshoot complex technical, data, integration, and production issues.
• Strong communication skills and demonstrated ability to influence technical decisions across teams.
• ServiceNow development, implementation, or architecture certifications.
• Experience with ServiceNow capabilities such as IntegrationHub, Flow Designer, CSDM, Event Management, Discovery, Service Mapping, or related platform capabilities.
• Experience with Git, Jenkins, or comparable CI/CD technologies.
• Familiarity with cloud and open-source technologies.
• Experience with Site Reliability Engineering or application support organizations.
• Experience in financial services or another highly regulated technology environment.
• Independently own complex technical problems from definition through production implementation.
• Exercise sound technical judgment and know when to involve architects, leadership, or other subject-matter experts.
• Influence technical direction through expertise and credibility rather than organizational authority.
• Mentor and support less-experienced engineers.
• Identify systemic problems rather than repeatedly solving individual symptoms.
• Look for opportunities to simplify, standardize, automate, and improve existing solutions.
• Communicate technical concepts and tradeoffs clearly to both technical and non-technical stakeholders.
• Challenge existing approaches constructively when a better engineering solution is available.
• Balance delivery requirements with quality, reliability, security, and long-term maintainability.