Job Description & Details
This role places you right at the center of New York City's municipal technology infrastructure as a Senior ServiceNow Engineer within the Office of Technology and Innovation. You will be managing and scaling the core ITSM and ITOM ecosystem that serves dozens of city agencies, meaning your day-to-day work directly impacts millions of residents and public safety operations. If you enjoy solving large-scale enterprise integration challenges and bringing order to complex IT service workflows, this is a high-impact public sector gig.
What You'll Actually Be Doing
Expect to spend your days designing, developing, and maintaining robust solutions across ServiceNow's ITSM, ITOM, and CMDB modules. You will collaborate directly with internal service owners to translate tricky business requirements into clean forms, automated workflows, and seamless integrations using APIs. Beyond building new features, you'll troubleshoot discovery implementation issues, manage infrastructure data, and partner with security and product teams to enforce a true DevOps culture while mentoring junior engineers.
The Core Tech Stack
You need deep, hands-on fluency in the ServiceNow platform, specifically with ITSM, ITOM, and CMDB processes. JavaScript is your bread and butter here, especially when leveraging ServiceNow-specific APIs, UI Policies, Client Scripts, Business Rules, and Script Includes. A solid grasp of REST/SOAP APIs, Discovery protocols (SNMP, SSH, WMI), and infrastructure fundamentals across Windows, Linux, and cloud environments like AWS or Azure is non-negotiable for success in keeping their automated workflows humming.
Interview Expectations
Expect the hiring team to test your deep knowledge of ServiceNow architecture and scripting best practices by asking you to walk through a scenario where a poorly optimized Business Rule or Script Include brought down system performance, and how you would debug and refactor it. They will also likely probe your experience with Discovery and CMDB data reconciliation, looking to see how you handle messy infrastructure data and map complex multi-cloud and on-prem dependencies without breaking existing service maps.
Application Advice
To make your resume stick with the hiring managers, explicitly highlight your enterprise-level ServiceNow implementations focusing on ITSM, ITOM, and CMDB modules. Make sure your experience with JavaScript, custom workflows, and external API integrations is front and center. Mention any leadership or mentoring experience you have, as this role looks for technical guidance and collaboration alongside hands-on development.