ServiceNow Engineer II

The ServiceNow Engineer II independently designs, builds, and maintains configuration, workflows, and integrations on the organization's ServiceNow platform within ServiceNow platform team. This role moves beyond administration into hands-on development, scripting, Flow Designer automation, third-party integrations, and CMDB/Discovery configuration, while supporting platform upgrades and providing technical guidance to Business Systems Administrator staff. The ideal candidate is a confident, independent contributor who can translate business requirements into reliable technical solutions.

Education: Bachelor's degree in Information Technology, Computer Science, or related field, or equivalent experience. CSA certification required.

Experience: 3-8 years of ServiceNow development experience and proficiency in ServiceNow scripting, APIs, integrations, CMDB/Discovery, and core modules.

Travel: 0-5%

Work Schedule: This position works between the hours of 7 AM and 5 PM, Monday-Friday. Ability to work a flexible schedule is necessary.

Platform Development & Configuration

• →Design, build, and maintain Business Rules, Client Scripts, UI Policies, UI Actions, and Script Includes.

• →Develop and maintain Flow Designer flows and Integration Hub automations to streamline business processes.

• →Configure and extend ServiceNow modules (e.g., ITSM, ITOM, ITAM) to meet evolving business requirements.

• →Build and maintain custom applications and Service Portal enhancements as needed.

Integrations & CMDB

• →Design and maintain REST/SOAP integrations and MID Server connections between ServiceNow and third-party systems.

• →Configure and maintain CMDB classes, relationships, Discovery, and Service Mapping, in coordination with the CMDB Manager, to support accurate configuration data.

• →Troubleshoot integration and data flow issues, performing root-cause analysis and implementing fixes.

Platform Upgrades & Support

• →Support semi-annual platform upgrades, including impact analysis, customization remediation, and regression testing.

• →Serve as a Tier 2/3 escalation point for complex platform issues, resolving tickets beyond Business Systems Administrator scope.

• →Maintain Update Sets and support source control and release management processes for platform changes.

Collaboration & Technical Guidance

• →Gather and analyze business requirements from stakeholders and translate them into technical designs.

• →Provide technical guidance, code review, and mentorship to Business Systems Administrator staff.

• →Create and maintain technical documentation for developed solutions, integrations, and customizations.
• →Performs other related duties as required and assigned.

The job description and responsibilities described are intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills, and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

If you’re energized by new challenges, FTI provides you with many opportunities. Joining FTI opens doors to redefine what’s possible for your future.

Once you’re a team member, you’re supported and provided with the knowledge and resources to achieve your career goals with FTI. You’re officially in the driver’s seat of your career, and FTI’s career development and continued education programs give you opportunities to position yourself for success.

FTI is a “merit to the core” organization. We recognize and reward top performers, offering competitive, merit-based compensation, career path development and a flexible and robust benefits package.