Role Description

We are seeking a Service Now Engineer to design, build, and maintain Dropbox's enterprise service management platform. This role focuses on IT Service Management and related modules, ensuring smooth delivery of our core processes such as incident, request, asset, and change management.

As a Service Now Engineer on our Corporate Engineering team, you will develop configurations, customizations, and integrations to support critical business needs, while collaborating with service owners, architects, and business partners. You will contribute to maintaining platform health, improving automation, and ensuring solutions meet high standards of quality and usability.

The ideal candidate has hands-on experience with Service Now development, a strong foundation in IT Service Lifecycle (ITIL) processes, and the ability to work independently while collaborating across teams.

Responsibilities

• Implement, configure, and maintain Service Now workflows, service catalogs, business rules, client scripts, UI policies, reports, data imports, integrations, and other automation, applying best practices

• Review and analyze the effectiveness and efficiency of existing configuration and workflows to develop strategies for improving or further integrations leveraging Service Now

• Develop requirements, craft and execute test plans, administer Service Now and serve as tier 2 support

• Collaborate with senior engineers to identify opportunities for Agentic workflow automation and integrate AI agent orchestrators within enterprise processes

• Develop standards and best practices, maintain and support Service Now environments, manage instance clones, and identify and resolve system deficiencies

• Partner with integrations subject matter expert to use MID servers, web services, email and other relevant technology to integrate tools with the Service Now platform

• Research new feature enhancements and functionalities from Service Now

• Expand and Implement other Service Now modules catering the entire ESM spectrum

On-call work may be necessary occasionally to help address bugs, outages, or other operational issues, with the goal of maintaining a stable and high-quality experience for our customers.

Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent professional experience

• 5+ years of industry experience, with 3+ years hands-on experience with Service Now platform development, administration, and configuration

• Strong JavaScript development skills within Service Now; proficiency with scripting, non-standard customizations, and automation

• Strong working knowledge of Service Now components such as Service Catalog, Change Management, Incident Management, Knowledge Management, Workflow Management, Orchestration, etc.

• Strong understanding of the Service Now platform with expertise in integrations (SSO, SAML, LDAP, MID Server, REST, SOAP, SFTP).

• Experience with CMDB, Discovery, and integration with other external modules

• Experience with ITOM modules (Orchestration, Service Mapping, Event Management)

• Experience with integration to Workday

• Familiarity with Service Now AI/ML features and interest in learning how to apply them for workflow automation

Preferred Qualifications

• Service Now UI Builder and ESC experience

• Exposure to Now Assist / AI agent configuration

• Familiarity with Jira or similar task tools