Primary Purpose

We are seeking a highly skilled ServiceNow ITSM Solution Engineer to serve as a critical bridge between business needs and technical implementation. In this role, you will partner closely with stakeholders, product teams, and service organizations to understand complex business challenges and translate them into scalable, cost-effective ServiceNow solutions. This position plays a key role in shaping solution design, ensuring alignment with ITSM product strategies, and delivering measurable value through a customer-centric approach.

The ideal candidate brings a strong blend of consulting mindset, technical expertise, and business acumen—capable of gathering and prioritizing requirements, architecting tailored solutions, and producing clear, actionable design documentation. You will be responsible for guiding solution delivery from concept through implementation, ensuring alignment with enterprise architecture, ITIL best practices, and platform capabilities.

As a trusted advisor, the ServiceNow Solution Engineer will collaborate across cross-functional teams to drive successful project outcomes, optimize IT service workflows, and enable digital transformation. This role requires the ability to communicate complex technical concepts to non-technical stakeholders, while maintaining a focus on delivering intuitive, high-quality user experiences that enhance operational efficiency and long-term platform scalability.

PRIMARY DUTIES:

(E.g., those duties that are considered essential functions of the job)

Key Responsibilities & Functions

• Requirements Engineering: Actively listening to customers to uncover, analyze, and document technical needs and pain points.
• Solution Design: Creating customized technical blueprints, architectures, and integration plans.
• Technical Consulting: Evaluating feasibility, researching best practices, and proposing cost-effective solutions.
• Product Demonstration/POC: Developing proof-of-concept models to visualize value and reduce risk for buyers.
• Documentation: Creating detailed technical specifications, proposals, and project documentation.
• Communicate with internal and external stakeholders in an open and timely manner, providing all needed information and support.
• Demonstrations & Proof of Concepts (POCs) to Minimum Viable Product (MVP): Tailoring product demos and developing POCs to demonstrate how the solution solves the client's specific problems.
• Prepares and presents comprehensive technical and administrative solutions to interpret requirements, identify alternatives, and recommendations-based experience and other findings.
• Product Feedback Loop: Working with internal product and engineering teams to relay client requirements and influence product improvements.
• Performs other related duties as assigned.

This position will collaborate with multiple internal teams to design integrations with interfacing processes, enabling automated capabilities with procurement, finance, and third parties.

Key Responsibilities

%

1

Convert business requirements into technical solutions—covering data models, workflows, integrations, and security.

20

2

Ensure platform scalability, resilience, and compliance with security and regulatory requirements.

20

3

Design and develop and engineer robust ServiceNow architectures aligned with business objectives and IT strategies while adhering to the product line model and SAFe Agile controls/process.

20

4

Communication with peers and upper management, as appropriate, relative to issues, problems, and general status

20

5

Leverage insights to advise on actionable areas for improvement or other actions to ensure operational value is maintained

20

Additional/Secondary Responsibilities

1. Contributing to the development and refinement of the ITSM product line roadmap, management policies and schedules as needed for future enhancements.
2. Engaging with internal and external resources to ensure clarification, changes, resolution, are addressed.
3. Resolve stakeholder related issues and escalate to manager or Director of Strategy and Value Optimization as appropriate.

Required Qualifications:

• Bachelor’s degree in IT or business equivalent
• Technical Expertise: Strong background in software, hardware, or systems architecture.

Must have worked in similar environments within the last two years

• ITIL Foundation
• ITSM Foundation
• ServiceNow certifications CTA, CSA; other

• 8+ years of experience supporting development and management of IT services relative to similar roles.
• Demonstrated capabilities with ITSM, ITIL and SAFeAgile factory models.
• Demonstrated success in large scale capability development and deployment.
• Working knowledge of ITIL and ITSM principles
• Understanding of SAFe Agile methodologies and practices, specifically within ServiceNow SPM (Service Portfolio Management) in planning and execution.

• Ability to problem solve issues to resolution

1. Strong attention to detail, accuracy and processes
2. Highly flexible and adaptable to change
3. Proficient in ITSM Foundation and experience with ServiceNow ITOM, ITSM, CMDB, KB etc.
4. Microsoft Office and other productivity tools
5. Global/international experience or exposure a plus

• Experience working with people and teams across various functions and regions.
• Demonstrated ability to create innovative solutions and think outside the box to solve complex and analytical problems.
• Demonstrated verbal, written and interpersonal communication skills
• Highly flexible and adaptable to change