ServiceNow ITSM Senior Engineer

American Family Insurance

ServiceNow ITSM Senior Engineer designing and supporting scalable solutions within the ServiceNow platform. Collaborating with stakeholders and ensuring compliance with best practices.

Posted 5/28/2026full-timeMadison • Massachusetts, Wisconsin • 🇺🇸 United StatesSenior💰 $99,000 - $167,000 per yearWebsite

Tech Stack

Tools & technologies

ITSMJavaScriptSDLCServiceNow

About the role

Key responsibilities & impact

analyze high-level system specifications, system requirements, and use cases related to ITSM processes
convert business and technical requirements into low-level specifications and detailed ServiceNow design solutions
design, configure, and enhance ServiceNow ITSM applications, primarily in the Incident, Major Incident, Problem, Request, and Knowledge spaces
understand and identify system dependencies, upstream/downstream integrations, and platform impacts
provide appropriate documentation for design decisions, configuration, scripting, estimating assumptions, and performance metrics
define, conduct, and participate in testing activities (unit, system, integration)
prepare, lead, and participate in technical walkthroughs and solution reviews
collaborate with ITSM Process Owners and stakeholders to evaluate system flow, data usage, and processes
act in a consultative capacity, recommending best-practice solutions and offering alternatives when necessary
ensure development meets standards for programming, design, performance, quality, and security
identify opportunities for continuous improvement
support incident analysis and resolution within the engineer’s subject matter expertise
participate in an on-call rotation, providing after-hours support on nights and weekends as needed
manage and prioritize a steady workload across initiatives

Requirements

What you’ll need

demonstrated experience providing customer-driven solutions, support or service
basic knowledge and understanding of application architecture, design alternatives, and development standards
demonstrated experience communicating technical information
demonstrated experience developing complex software/systems using one or more programming languages
demonstrated experience establishing, using and supporting integration and communications technologies between applications, databases and technology platforms
demonstrated experience analyzing and estimating project size and work efforts for software solutions
demonstrated experience writing and modeling application system design and program specifications
solid knowledge and understanding of systems development life cycle (SDLC)
solid knowledge and understanding of integration and migration strategies and technologies
strong ServiceNow ITSM experience
competency in ServiceNow scripting, leveraging JavaScript to extend platform functionality, automate workflows, and tailor user experiences
experience with client-side (browser) and server-side (database) scripts, including Glide API record operations and common patterns such as Business Rules, Client Scripts, and Script Includes
solid understanding of ServiceNow architecture and best practices
experience with integrations and APIs
SDLC knowledge and technical estimation experience
ITIL knowledge
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)

Benefits

Comp & perks

comprehensive medical, dental, vision and wellbeing benefits
competitive 401(k) contribution
pension plan
annual incentive
9 paid holidays
paid time off program (23 days accrued annually for full-time employees)
student loan repayment program
paid-family leave

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

ServiceNow ITSMJavaScriptSDLCintegration technologiesapplication architecturesystem designscriptingAPI integrationsperformance metricstesting activities

Soft Skills

customer-driven solutionscommunicationcollaborationconsultative capacityproblem-solvingcontinuous improvementdocumentationleadershipprioritizationtechnical walkthroughs

Certifications

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM)