Service Now Engineer

We are seeking a highly skilled and motivated ServiceNow Engineer to own the design, development, and continuous improvement of our enterprise ServiceNow platform. This role will be central to automating workflows, advancing our ITSM and ITOM capabilities, and ensuring the platform scales alongside business needs.

You will collaborate cross-functionally with teams across IT, HR, Contracts, and Security to deliver efficient, secure, and user-centric solutions that drive operational excellence.

As a ServiceNow Engineer, you will:

• Platform Ownership & Optimization
• Own and continuously enhance the ServiceNow platform across Incident, Request, Change, and Service Catalog processes.
• Improve usability, performance, and automation coverage across the platform.
• Development & Automation
• Design and implement solutions using Flow Designer, Script Includes, Business Rules, and custom UI actions.
• Reduce manual effort and streamline operational workflows through automation.
• Integrations
• Build and maintain integrations between ServiceNow and enterprise systems using REST APIs and MID Server.
• Ensure secure, reliable, and scalable data exchange across platforms.
• CMDB & Data Governance
• Drive CMDB maturity, including CI ownership, data ingestion, and integrity controls.
• Align CMDB strategy with ITSM and Security Operations (SecOps) requirements.
• User Experience & Front-End Development
• Develop and maintain responsive UI components using ServiceNow platform tools.
• Contribute to portal or custom UI development using modern technologies (React, Tailwind CSS) where applicable.
• Platform Migrations
• Lead or support migration efforts (e.g., transitioning from tools like JIRA to ServiceNow).
• Ensure minimal disruption to business operations during transitions.
• Security & Access Management
• Manage user roles, permissions, and access controls in alignment with security and audit requirements.
• DevOps & Release Management
• Implement CI/CD pipelines, version control, and deployment best practices.
• Support reliable, repeatable, and scalable release processes.
• Training & Enablement
• Develop documentation and training materials to increase adoption and platform ROI.
• Provide hands-on support to end users and stakeholders.
• Operational Support
• Act as an escalation point for ServiceNow-related issues.
• Perform root cause analysis and coordinate with internal teams and vendors to maintain system reliability.
• Collaboration & Delivery
• Work within Agile teams to align platform enhancements with business, compliance, and regulatory requirements.

• 5+ years of hands-on ServiceNow development and administration experience across ITSM and ITOM.
• Proven experience in designing and delivering:
• Flow Designer workflows
• Script Includes
• Business Rules
• Enterprise-scale automation solutions
• Strong experience integrating ServiceNow with external systems using REST APIs and MID Server.
• Demonstrated success leading or contributing to platform migrations (e.g., JIRA to ServiceNow).
• Experience with CMDB governance, including CI ownership and data quality management.
• Proficiency in JavaScript/TypeScript and familiarity with Java for ServiceNow scripting.
• Solid understanding of Agile/Scrum methodologies.
• Strong communication skills with the ability to translate technical concepts into clear documentation and training.

• Good communication skills

BigBear.ai is a leading provider of AI-powered decision intelligence solutions for national security, supply chain management, and digital identity. Customers and partners rely on Bigbear.ai's predictive analytics capabilities in highly complex, distributed, mission-based operating environments. Headquartered in McLean, Virginia, BigBear.ai is a public company traded on the NYSE under the symbol BBAI. For more information, visit https://bigbear.ai/ and follow BigBear.ai on LinkedIn: @BigBear.ai and X: @BigBearai.

BigBear.ai is an Equal opportunity employer all protected groups, including protected veterans and individuals with disabilities.