ServiceNow Engineer II - ITSM/ITOM Innovator

AARP; Washington (District of Columbia); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

401(k)

Pension plan

Health, dental, vision

Paid time off

Tuition reimbursement

Job summary

AARP is seeking a ServiceNow Engineer II to design, implement, and optimize ServiceNow across ITSM, ITAM, and ITOM. You will partner with stakeholders to deliver scalable, secure, and automated solutions that improve service delivery, asset visibility, and platform performance.

Join a hybrid US-based team, contributing to CMDB governance, data quality, and process automation while supporting enterprise initiatives and agile delivery.

Qualifications

• Bachelor’s degree in information technology, Computer Science, Engineering, or a related field (or equivalent) with 8+ years of hands-on ServiceNow experience.
• Proven expertise in ITSM, ITAM, and ITOM including Incident, Problem, Change, Request Management, Discovery, Service Mapping, CMDB, HAM, and SAM.
• Strong experience in designing, configuring, and supporting ServiceNow applications, workflows, business rules, catalog items, Flow Designer, and platform integrations.
• Advanced knowledge of JavaScript, Glide API, ServiceNow scripting, Integration Hub, MID Server, and REST/SOAP integrations.
• Experience implementing and maintaining CMDB governance, data quality standards, discovery patterns, service mapping, and asset lifecycle management processes.
• Demonstrated ability to integrate ServiceNow with enterprise technologies such as SCCM, Intune, cloud platforms, monitoring tools, identity management solutions, and third-party asset repositories.
• Strong analytical, troubleshooting, and problem-solving skills with experience providing Level 2/3 platform support, root-cause analysis, and performance optimization.
• Experience working in Agile environments, collaborating with cross-functional stakeholders, translating business requirements into technical solutions, and delivering high-quality outcomes aligned with platform roadmaps and business objectives.

Responsibilities

• Establishes a technical roadmap for the platform and/or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance.
• Ensures sound integration, data, security, and business architecture design throughout all stages within the platform and/or capability lifecycle.
• Provides rapid delivery and development of technical solutions that align with business and/or platform desired outcomes.
• Troubleshoots and resolves technical issues related to platform or capability systems, solutions, and services.
• Innovates and drives continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes.
• Participates in a Community of Interest for engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions.
• Develops and maintains deep technical knowledge and expertise related to domain area systems, solutions, services, and applications.

Skills

ServiceNow expertise

ITSM ITAM ITOM

JavaScript

Glide API

Agile

Problem solving

Education

Bachelor’s degree in IT/CS/Engineering

Tools

ServiceNow

REST/SOAP

Integration Hub

MID Server

Discovery

CMDB

SCCM/Intune

Job description

AARP is seeking a ServiceNow Engineer II to design, implement, and optimize ServiceNow across ITSM, ITAM, and ITOM. You will partner with stakeholders to deliver scalable, secure, and automated solutions that improve service delivery, asset visibility, and platform performance.

Join a hybrid US-based team, contributing to CMDB governance, data quality, and process automation while supporting enterprise initiatives and agile delivery.