We have an exciting and rewarding opportunity for you to take your software engineering career to the next level.

As a Software Engineer III at JPMorgan Chase within the Infrastructure Platforms team, you will be a seasoned contributor responsible for building, testing, and maintaining a strategic, enterprise-wide Service Now service management platform. You will own development activities for solutions that integrate Service Now with existing firm platforms, applying strong problem-solving skills to analyze business challenges and proactively recommend approaches that prioritize out-of-the-box functionality over customization. The ideal candidate brings a strong understanding of Service Now configuration best practices, demonstrates sound judgment in balancing configuration versus customization to manage platform risk, and has advanced scripting experience along with an advanced Service Now certification (e.g., CIS or CAD).

Job responsibilities

• Build, test, and maintain an enterprise-wide Service Now service management system.
• Own development tasks for solutions integrating Service Now with existing company platforms.
• Analyze business challenges and proactively recommend solutions that prioritize out-of-box functionality over customization.
• Develop and modify Service Now workflows, forms, lists, business rules, Script Includes, and UI components.
• Deliver solutions through configuration and customization across UI, workflow administration, reporting, data imports, integrations, custom scripting, and third-party integrations while applying best practices.
• Review and assess the effectiveness and efficiency of existing configurations and workflows, and develop strategies to improve and expand integrations leveraging Service Now.
• Develop requirements, craft and execute test plans, administer Service Now, and provide Tier 2 support.
• Identify Service Now platform deficiencies and recommend remediation solutions.
• Create and evolve standards, best practices, support guidelines, and procedures.
• Partner with integration SMEs to integrate tools with Service Now using MID Servers, APIs, web services, email, and other relevant technologies.
• Research Service Now enhancements and implement additional Service Now modules across the Enterprise Service Management spectrum.

Required qualifications, capabilities, and skills

• Formal training or certification on software engineering concepts and 3+ years applied experience

• Hands-on experience developing and configuring on the Service Now platform.

• Experience in Service Now configuration and administration with a strong understanding of the Service Now platform and PaaS model.

• Experience with Service Now integration solutions, including common authentication protocols, web services patterns (REST, polling, callback), and MID Servers.

• Experience leveraging Service Now codeless technologies, including Flow Designer and Integration Hub.

• Strong Service Now scripting experience.

• Certified Service Now Developer qualification.

• Strong understanding of best-practice Service Now configuration principles.

• Ability to balance configuration vs. customization and manage associated platform risks.

• Strong professional communication skills (written and verbal) and effective cross-functional collaboration.

• Ability to prioritize, multi-task across initiatives, and deliver to time commitments under stringent controls.

Preferred qualifications, capabilities, and skills

• Hold Certified Service Now Administrator and/or Certified Implementation Specialist (ITSM, ITOM, ITBM).
• Build or enhance CMDB models and related processes.
• Develop full service request models, including custom departmental dashboards as part of request services.
• Use AJAX-based Service Portal technology and web technologies (SOAP, JSON, XML) for integrations.