Senior ServiceNow Engineer

Bain Capital; Boston (MA); On-site; USD 115,000 - 150,000; Full time

Job summary

Bain Capital is seeking a Senior ServiceNow Engineer in Boston to drive hands-on development, configuration, and workflow design across ITSM and ITAM. You will partner with IT and business stakeholders to deliver reliable, scalable workflows and integrations, while exploring ServiceNow AI capabilities to boost efficiency and employee experience.

The role demands 3–5 years of hands-on ServiceNow experience, strong JavaScript and API skills, and a track record of delivering enterprise-grade

Qualifications

• 3–5 years of hands-on ServiceNow development, administration, or platform engineering experience.
• Experience with ITSM and ITAM workflows and asset management processes.
• Strong JavaScript skills and experience with ServiceNow APIs and scripting.
• Knowledge of CMDB concepts, data quality, discovery, and asset/service data relationships.

Responsibilities

• Own configuration, development, and enhancement of ServiceNow ITSM and ITAM capabilities.
• Design maintainable solutions using Flow Designer, business rules, and APIs.
• Evaluate new AI capabilities and support pilots and deployments to improve service delivery.
• Maintain technical documentation and configuration standards.
• Configure and improve catalog items, approvals, notifications, and lifecycle workflows.
• Build and support ServiceNow integrations using REST/SOAP and data imports.
• Collaborate with stakeholders to translate needs into scalable technical designs.

Skills

ServiceNow

JavaScript

Flow Designer

ServiceNow APIs

CMDB concepts

Education

ServiceNow CSA (Certification)

ServiceNow CAD (Certification)

Tools

IntegrationHub

REST APIs

SOAP Web Services

JSON

Job description

Title

Senior ServiceNow Engineer
Reports to: Director, IT Support Operations
Department: Information Technology
Location: Boston, MA
Type: FTE

Overview

Bain Capital, LP is one of the world's leading private multi-asset alternative investment firms with over $180 billion of assets under management that creates lasting impact for our investors, teams, businesses, and communities in which we live. Since our founding in 1984, we've applied our insight and experience to organically expand into several asset classes including private equity, credit, public equity, venture capital and real estate. We leverage our shared platform to capture cross-asset class opportunities in strategic areas of focus. With offices on four continents, our global team aligns our interests with those of our investors for lasting impact. Founded in 1984, Bain Capital is one of the world's leading private investment firms. We are committed to creating lasting impact for our investors, teams, businesses, and the communities in which we live. As a private partnership, we lead with conviction and a culture of collaboration, advantages that enable us to innovate investment approaches, unlock opportunities, and create exceptional outcomes. Our global platform invests across five focus areas: Private Equity, Growth & Venture, Capital Solutions, Credit, and Real Assets. In these focus areas, we bring deep sector expertise and wide-ranging capabilities. We have 24 offices on four continents, more than 2,000 employees, and approximately $225 billion in assets under management. To learn more, visit www.baincapital.com. Follow @BainCapital on LinkedIn and X (Twitter).

Position Description

Bain Capital is seeking a technically skilled Senior ServiceNow Engineer to help shape and advance an enterprise platform that supports how the firm works. Reporting to the Director, IT Support Operations, this role will combine hands-on development, platform configuration, and workflow design across IT Service Management (ITSM) and IT Asset Management (ITAM). The individual will work with IT and business stakeholders to deliver reliable workflows, integrations, reporting, and platform improvements. As Bain Capital builds out its ServiceNow AI capabilities, this person will have a meaningful opportunity to establish the technical foundation, processes, and workflow patterns that enable responsible, high-value AI adoption. The role will help identify practical use cases and define how the firm can leverage ServiceNow's native AI capabilities to improve efficiency and the employee experience.

Key Responsibilities

• Own hands-on configuration, development, and ongoing enhancement of ServiceNow ITSM and ITAM capabilities, including incident, request, problem, change, service catalog, HAM, and SAM processes.
• Design and deliver maintainable ServiceNow solutions using platform configuration, Flow Designer, business rules, client scripts, script includes, UI policies, and ServiceNow APIs.
• Evaluate new ServiceNow AI capabilities and releases, recommend practical high-value use cases, and support approved pilots and deployments that improve service delivery and employee experience.
• Maintain clear technical documentation and configuration standards.
• Configure and improve business, IT service, and asset workflows, including catalog items, approvals, notifications, lifecycle processes, and workflow automation.
• Partner with business stakeholders and IT teams to translate operational needs into practical technical designs, user stories, test plans, and delivered platform improvements.
• Build and support ServiceNow integrations, including data imports, REST and SOAP APIs, authentication, error handling, monitoring, and troubleshooting in partnership with application owners and infrastructure teams.
• Use platform data, service performance, asset data quality, and adoption trends to identify improvement opportunities and inform platform priorities.
• Help establish the processes, controls, and workflow patterns needed to deploy ServiceNow native AI capabilities responsibly.

Qualifications

• 3-5 years of hands-on ServiceNow development, administration, or platform engineering experience, including ITSM and ITAM capabilities.
• Experience supporting Hardware Asset Management (HAM) and Software Asset Management (SAM), including asset lifecycle processes, inventory or entitlement data, and related operational workflows.
• Strong working knowledge of ServiceNow configuration and development, including JavaScript, Glide API, Flow Designer, business rules, script includes, client scripts, UI policies, catalog items, data imports, and integrations.
• Experience working with ServiceNow APIs, REST or SOAP web services, JSON, and integration troubleshooting; familiarity with IntegrationHub is preferred.
• Working knowledge of CMDB concepts, data quality, discovery or normalization processes, and the relationship between configuration, asset, and service data.
• Experience with ServiceNow Otto, formerly Now Assist, is preferred.
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications are preferred.
• Strong analytical, problem-solving, and communication skills, with the ability to translate business needs into scalable technical solutions and work effectively with business stakeholders and IT teams.

Compensation

Expected Annual Base Salary $115,000 - $150,000. Actual base salary will be determined by a wide range of factors including but not limited to role, function, level, experience, qualifications and geographic location. In addition to a competitive base salary, this position may be eligible for a discretionary annual bonus based upon factors such as individual impact, team and firm performance.

Benefits

Bain Capital offers a competitive benefits package designed to support employees' health, financial security, family needs, and overall well-being.

EEO & Diversity Statement

Bain Capital is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

Additional Information

Transparency in Coverage – MRF Requirement All personal data will be processed in accordance with the Bain Capital EEA and UK Data Protection Notice. Click here for more information. For job applicants in the United States, Bain Capital participates in the E-Verify program and if hired will use E-Verify to confirm your work authorization. For more information on E-Verify, please refer to the E-Verify Participation and Right to Work Notices.