Software Engineer II

We are seeking Associate Engineers to join the Operations Data and Analytics organization. These are individual contributor engineering roles reporting directly to the Director and focused on developing and supporting enterprise capabilities across ServiceNow, IT Service Management, automation, integrations, and operational engineering.

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

This role is intended for engineers who already have professional software development or platform engineering experience and are looking to build deeper expertise within a large-scale enterprise environment. This is an early-career engineering position, but candidates should have experience working in a professional technology organization and a demonstrated foundation in software development.

Associate Engineers will work closely with experienced engineers while taking ownership of increasingly complex development assignments. The role provides an opportunity to develop deeper expertise in ServiceNow development, ITSM, APIs, automation, CMDB, production engineering, and Site Reliability Engineering practices.

• Develop, test, deploy, and support enterprise solutions on the ServiceNow platform.
• Build and enhance ServiceNow applications, workflows, integrations, automation, APIs, and platform capabilities.
• Develop capabilities supporting Incident Management, Problem Management, Change Management, and CMDB.
• Assist in developing and enhancing CMDB functionality, configuration relationships, integrations, and data capabilities that support Incident, Problem, and Change processes.
• Develop features based on process, operational, and technology requirements.
• Help ensure configuration data can be effectively used for incident investigation, problem analysis, change planning, impact assessment, reporting, and operational decision-making.
• Create solutions that address process gaps and reduce manual effort.
• Write clear, maintainable, testable, and well-documented software.
• Troubleshoot defects and production issues, working with experienced engineers on more complex problems.
• Participate in design and code reviews and incorporate feedback into solutions.
• Take increasing ownership of applications, features, integrations, and technical components as experience develops.
• Follow established ServiceNow architecture, engineering standards, and the Amex development roadmap.
• Develop and apply working knowledge of ITIL and ITSM practices, with particular emphasis on Incident Management, Problem Management, Change Management, and Configuration Management.
• Develop an understanding of how Incident, Problem, Change, and CMDB capabilities work together to support effective technology operations.
• Translate defined process and operational requirements into ServiceNow solutions with guidance from experienced engineers.
• Develop workflows, automation, business rules, integrations, and supporting capabilities across these ITSM areas.
• Work with process owners, SRE, Application Support, Operations Engineering, and application teams to improve service-management capabilities.
• Help develop solutions that connect incidents, underlying problems, planned changes, affected services, applications, infrastructure, and associated configuration items.
• Identify process or technology gaps and work with experienced engineers to develop sustainable solutions.
• Contribute to improving the quality, consistency, and usability of operational and CMDB data supporting ITSM processes.

• Develop and support integrations between ServiceNow and enterprise platforms using REST APIs, web services, events, and related integration technologies.
• Work with structured data formats such as JSON and XML.
• Develop automation that reduces manual effort and improves engineering and operational efficiency.
• Help develop reusable integration patterns and services.
• Develop and maintain integrations that populate, update, or consume CMDB and operational data.
• Troubleshoot integration, data, and production issues, escalating or collaborating with experienced engineers as appropriate.
• Look for opportunities to replace repetitive manual processes with effective automation.
• Apply sound software engineering practices across application design, development, automated testing, code review, deployment, and production support.
• Develop maintainable, testable, and well-documented software.
• Use source control, automated testing, and CI/CD as part of the engineering lifecycle.
• Participate actively in design discussions and code reviews.
• Apply feedback from senior engineers and incorporate established technical standards and reusable patterns into development work.
• Develop an understanding of enterprise application architecture, reliability, security, and maintainability.
• Participate in Agile planning, development, testing, deployment, and retrospective activities.
• Remain current on relevant technologies and continuously develop technical capabilities.
• Take increasing technical ownership and operate with greater independence as experience grows.