ServiceNow (ITAM) Engineer

About The Job

The ServiceNow Engineer is responsible for the design, development, maintenance, and optimization of the ServiceNow platform to enable enterprise-scale digital workflow automation. This role plays a critical part in advancing the organization’s automation strategy by delivering scalable solutions across Hardware Asset Management (HAM), Software Asset Management (SAM), and broader business process orchestration. The engineer ensures that workflows are efficient, resilient, and aligned with enterprise architecture and governance standards.

In addition to solution delivery, this role serves as a platform owner for reliability and performance, ensuring the ongoing health, stability, and scalability of the ServiceNow environment. This includes managing platform upgrades, release cycles, performance tuning, and instance hygiene, while maintaining strong controls around data integrity, security, and compliance. The engineer balances innovation with operational discipline to ensure the platform can support both rapid automation and audit-ready processes.

The ideal candidate brings a combination of deep ServiceNow technical expertise and practical experience in enterprise asset management and workflow engineering, coupled with the ability to partner effectively across IT, Finance, Procurement, Security, and business teams. This role is expected to drive measurable improvements in process efficiency, asset visibility, cost optimization, and compliance posture, while contributing to the broader ServiceNow and automation Center of Excellence.

Key Responsibilities

• ServiceNow Platform Engineering & Automation

• Design, develop, and deploy scalable workflows using Flow Designer, IntegrationHub, and JavaScript (Glide API)

• Build automation across ITSM, ITOM, HAM, SAM, and enterprise workflows

• Develop reusable components, APIs, and integrations aligned with enterprise architecture

• Enable and govern low-code/no-code development while enforcing engineering standards

• ServiceNow Platform Maintenance & Operations

• Work to maintain platform health, stability, and performance of the ServiceNow environment

• Manage and execute ServiceNow upgrades, patching, and release management, including regression testing and impact analysis

• Maintain instance hygiene, including data archiving and retention policies, CMDB health (completeness, correctness, compliance), and cleanup of technical debt (unused workflows, scripts, tables)

• Ensure proper configuration of roles, access controls (ACLs), and security settings

• Maintain platform documentation including architecture diagrams, data models, and operational runbooks

• Hardware Asset Management (HAM)

• Optimize asset lifecycle automation: procurement → deployment → refresh → disposal

• Configure and enhance HAM Pro capabilities, including inventory, stockrooms, and lifecycle workflows

• Integrate HAM with CMDB, endpoint management tools (Intune, SCCM), and procurement systems

• Ensure reconciliation between asset records and configuration items

• Software Asset Management (SAM)

• Extend SAM modules for discovery, normalization, entitlement management, and compliance tracking

• Automate software lifecycle workflows: request, approval, provisioning, reclamation

• Partner with Finance/Procurement on license optimization and audit readiness

• Deliver dashboards for license compliance, utilization, and cost exposure

• Business Process Automation

• Identify and automate workflows across Finance, HR, Legal, and vendor management

• Translate requirements into digitized workflows with approvals, SLAs, and audit trails

• Integrate ServiceNow with enterprise systems (SAP, Workday, CRM, etc.)

• Deliver measurable improvements in efficiency, cycle time, and compliance

• Integration & Data Architecture

• Build and maintain integrations with ERP systems (e.g., SAP), IAM platforms, endpoint and SaaS systems

• Ensure consistent, high-quality data across CMDB, asset repositories, and financial systems

• Support API-driven and event-based architectures

• Governance, Risk, and Compliance

• Align platform and workflows with HIPAA, FDA, and other regulatory requirements

• Maintain audit-ready controls, logs, and documentation

• Support internal/external audits for asset management and IT control

• Comply with FMI's attendance policies

Qualifications

Basic Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or related field
• 5+ years of experience with the ServiceNow platform

• Hands-on experience with:

• Flow Designer, IntegrationHub, JavaScript (Glide API)

• ITSM, CMDB, and platform administration

Preferred Qualifications

• ServiceNow certifications:

• Certified System Administrator (CSA)

• Certified Application Developer (CAD)

• HAM and/or SAM Professional certifications

• Experience with:

• Large-scale ServiceNow platform operations

• ERP systems (SAP) and IT financial management

• Software licensing models (Microsoft, Oracle, Adobe)

• Familiarity with regulated environments (life sciences, healthcare)

• Experience with automation CoEs, RPA, or process mining tools

• Experience with HAM and/or SAM implementations

• Experience supporting platform maintenance, upgrades, and operations

• Integration experience with enterprise systems (ERP, IAM, endpoint tools)

• Understanding of HIPAA and importance of privacy of patient data

• Commitment to FMI values: Integrity, Passion, and Courage

The expected salary range for this position based on the primary location of Boston, MA is $112,400 - $140,500 per year. The salary range is commensurate with Foundation Medicine’s compensation practice and considers factors including, but not limited to, education, training, experience, external market conditions, criticality of role, and internal equity. A discretionary annual bonus may be available based on individual and Company performance. This position also qualifies for Foundation Medicine's benefits.