Software Engineer II

About the Role

This is an early-career engineering position within the Operations Data and Analytics organization. It is an individual contributor role focused on developing and supporting enterprise capabilities across ServiceNow, IT Service Management (ITSM), automation, integrations, and operational engineering. A primary focus will be on the development and support of enterprise capabilities for Incident Management, Problem Management, Change Management, and the Configuration Management Database (CMDB).

Key Responsibilities

• Develop, test, deploy, and support enterprise solutions on the ServiceNow platform.
• Build and enhance ServiceNow applications, workflows, integrations, automation, APIs, and platform capabilities.
• Develop capabilities supporting Incident Management, Problem Management, Change Management, and CMDB.
• Assist in developing and enhancing CMDB functionality, configuration relationships, integrations, and data capabilities that support Incident, Problem, and Change processes.
• Develop features based on process, operational, and technology requirements.
• Help ensure configuration data can be effectively used for incident investigation, problem analysis, change planning, impact assessment, reporting, and operational decision-making.
• Create solutions that address process gaps and reduce manual effort.
• Write clear, maintainable, testable, and well-documented software.
• Troubleshoot defects and production issues, working with experienced engineers on more complex problems.
• Participate in design and code reviews and incorporate feedback into solutions.
• Take increasing ownership of applications, features, integrations, and technical components as experience develops.
• Follow established ServiceNow architecture, engineering standards, and the Amex development roadmap.
• Develop and apply working knowledge of ITIL and ITSM practices, with particular emphasis on Incident Management, Problem Management, Change Management, and Configuration Management.
• Develop an understanding of how Incident, Problem, Change, and CMDB capabilities work together to support effective technology operations.
• Translate defined process and operational requirements into ServiceNow solutions with guidance from experienced engineers.
• Develop workflows, automation, business rules, integrations, and supporting capabilities across these ITSM areas.
• Work with process owners, SRE, Application Support, Operations Engineering, and application teams to improve service-management capabilities.
• Help develop solutions that connect incidents, underlying problems, planned changes, affected services, applications, infrastructure, and associated configuration items.
• Identify process or technology gaps and work with experienced engineers to develop sustainable solutions.
• Contribute to improving the quality, consistency, and usability of operational and CMDB data supporting ITSM processes.

Requirements & Tech Stack

• Develop and support integrations between ServiceNow and enterprise platforms using REST APIs, web services, events, and related integration technologies.
• Work with structured data formats such as JSON and XML.
• Develop automation that reduces manual effort and improves engineering and operational efficiency.
• Help develop reusable integration patterns and services.
• Develop and maintain integrations that populate, update, or consume CMDB and operational data.
• Troubleshoot integration, data, and production issues, escalating or collaborating with experienced engineers as appropriate.
• Look for opportunities to replace repetitive manual processes with effective automation.
• Apply sound software engineering practices across application design, development, automated testing, code review, deployment, and production support.
• Develop maintainable, testable, and well-documented software.
• Use source control, automated testing, and CI/CD as part of the engineering lifecycle.
• Participate actively in design discussions and code reviews.
• Apply feedback from senior engineers and incorporate established technical standards and reusable patterns into development work.
• Develop an understanding of enterprise application architecture, reliability, security, and maintainability.
• Participate in Agile planning, development, testing, deployment, and retrospective activities.
• Remain current on relevant technologies and continuously develop technical capabilities.
• Take increasing technical ownership and operate with greater independence as experience grows.

Qualifications

• Professional software development or platform engineering experience.
• Demonstrated foundation in software development.
• Experience working in a professional technology organization.