Work Schedule

Standard (Mon-Fri)

Environmental Conditions

Office

Job Description

As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.

DESCRIPTION:

• We are seeking a dynamic and business-oriented Service Now Senior Engineer who will act as the primary front-facing advisor for all Service Now-related requirements across the organization. This role requires a strong techno-functional professional who can evaluate new business and IT demands, determine whether they can be effectively addressed using the Service Now platform, and provide clear solution direction. The individual will combine deep platform knowledge with consulting and stakeholder engagement skills to assess feasibility, recommend scalable solutions, drive platform improvements, and promote adoption of existing and newly released Service Now features. The role requires someone who thinks beyond development and positions Service Now as a strategic enterprise platform that delivers measurable business value.

Roles & Responsibilities

• Act as the first point of contact for any new business or IT requirement related to workflow automation, service management, operations, governance, or digital transformation initiatives. Engage with stakeholders to understand their pain points and evaluate whether the requirement can be fulfilled using Service Now through configuration, customization, or adoption of additional modules. Provide clear feasibility assessments and recommend optimal solution approaches aligned with platform best practices.
• Translate business needs into scalable Service Now solution concepts and work closely with the Service Now Architect to ensure alignment with enterprise standards and long-term roadmap. Provide high-level effort estimations, solution options, and value justification when required.
• Conduct solution demonstrations, proof of concepts, and capability walkthroughs to showcase how Service Now can address business challenges. Promote Service Now as a strategic platform rather than a transactional tool and help stakeholders understand its broader enterprise capabilities.
• Proactively identify gaps in current platform usage and recommend enhancements that improve automation, user experience, governance, reporting, and overall efficiency. Continuously review new Service Now releases and features and suggest adoption strategies that add measurable business value.
• Drive awareness of existing and new Service Now capabilities across departments through knowledge-sharing sessions, internal presentations, and stakeholder engagement. Encourage cross-module adoption including ITSM, ITOM, CMDB, Asset Management, IRM, Sec Ops, CSM, and other relevant applications.
• Collaborate with enterprise architecture and governance teams to ensure recommended solutions are scalable, secure, compliant, and aligned with integration standards. Support roadmap planning and continuous platform optimization initiatives.
• Build strong relationships with business leaders, IT teams, and process owners, communicating complex technical capabilities in clear, business-friendly language. Act as a Service Now champion within the organization and influence strategic platform decisions.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, Engineering, or related field.
• 10+ years of overall IT experience with at least 8+ years of hands-on and consulting experience on the Service Now platform.
• Strong understanding of Service Now architecture and modules such as ITSM, ITOM, CMDB, Asset Management, IRM, Sec Ops and CSM.
• Ability to assess business requirements and map them to Service Now capabilities effectively.
• Knowledge of Now Assist, Predictive Intelligence, Task Intelligence, Flow Designer, Integration capabilities, and platform governance best practices.
• Strong communication, presentation, and stakeholder management skills.
• Experience working in Agile environments.

Preferred Qualifications

• Service Now Certified System Administrator (CSA) – Mandatory.
• One or more CIS certifications (ITSM, ITOM, etc.).
• Certified Application Developer (CAD) preferred.
• Experience in large enterprise Service Now environments.
• Exposure to Service Now AI capabilities and emerging platform innovations.
• Experience in solution consulting, pre-sales, or business transformation roles is a strong advantage.