The ServiceNow Engineer designs, develops, and supports scalable solutions on the ServiceNow platform that enable disciplined IT governance and operational execution across the enterprise. This role partners with IT Governance leadership, ITSM process owners, and cross-functional technology teams to translate requirements into durable platform capabilities-spanning Incident, Problem, Change, Request, Major Incident, Service Portal/Catalog, CMDB, and Hardware/Software Asset Management.
The Senior Technical Analyst - Service Now ensures platform solutions are built to standards, well-documented, secure, supportable, and aligned to a consistent release and quality model. automation where appropriate.
Your Role & Responsibilities
Design, configure, and develop ServiceNow solutions using platform best practices and development standards (e.g., ITSM workflows/flow designer, incident, service portal/catalog, CMDB, ITAM/HAM, SPM, FSM, HCLS, CSM).
Own technical delivery end-to-end: requirements refinement, technical design, configuration/scripting, testing, deployment support, and post-release stabilization.
Build maintainable automation using platform features (e.g., workflows, catalog, portal experiences) to reduce manual effort and improve consistency.
Design and implement integrations between ServiceNow and external systems using APIs and integration patterns.
Troubleshoot complex platform issues, and implement corrective fixes to improve reliability and performance.
Participate in platform upgrades and release activities
3+ years of hands-on ServiceNow experience in an enterprise environment, including configuration and development across core ITSM capabilities (Incident, Problem, Change, Request) and operational modules (Major Incident, Service Portal/Catalog)
Experience working with platform operations practices (platform health, upgrades, operational reporting).
Supporting CMDB and HAM
Preferred Certifications
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD) - within a year
Competencies (Skills & Knowledge You'll Bring)
Technical / Platform Engineering
Strong ServiceNow engineering fundamentals: configuration + scripting, modular design, and supportable solution patterns.
Working knowledge across ITSM domains and governance-enabling modules: Incident, Problem, Change, Request, Service Portal/Catalog, CMDB, ITAM/HAM, SPM, FSM, HCLS, CSM
Integration engineering competency using API-based patterns; ability to maintain and troubleshoot integrations.
Operational Excellence
Platform health and performance mindset: proactive monitoring, root-cause problem solving, and reliability improvements.
Release and upgrade: contributes to upgrades, regression testing, and deployment readiness.
Documentation: produces clear technical documentation that supports auditability, supportability, and repeatable operations.
JOB QUALIFICATIONS
Bachelor's degree in a related field
5+ years of work experience in a related job discipline
PREFERRED QUALIFICATIONS
Design and implement integrations between ServiceNow and external systems using APIs and integration patterns.
3+ years of hands-on ServiceNow experience in an enterprise environment, including configuration and development across core ITSM capabilities (Incident, Problem, Change, Request) and operational modules (Major Incident, Service Portal/Catalog)
Exposure to CMDB and Hardware Asset Management (HAM) capabilities preferred
Build maintainable automation using platform features (e.g., workflows, catalog, portal experiences) to reduce manual effort and improve consistency.
Participate in platform upgrades and release activities
Documentation: produces clear technical documentation that supports auditability, supportability, and repeatable operations.
Certifications such as ServiceNow CSA or CAD
Primary Location
Remote
Schedule
Full time
Shift
Day (United States of America)
Department
IS Enterprise Business Systems
Employee Status
Regular
FTE
1
Weekly Hours
40
$81,723.20 - $104,208.00
About Us
At Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children's.
Cincinnati Children's is:
Recognized by U.S. News & World Report as a top 10 best Children's Hospitals in the nation for more than 15 years
Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH) Funding
Recognized as one of America's Best Large Employers (2025), America's Best Employers for New Grads (2025)
One of the nation's America's Most Innovative Companies as noted by Fortune
Consistently certified as great place to work
A Leading Disability Employer as noted by the National Organization on Disability
Magnet designated for the fourth consecutive time by the American Nurses Credentialing Center (ANCC)
We Embrace Innovation-Together. We believe in empowering our teams with the tools that help us work smarter and care better. That's why we support the responsible use of artificial intelligence. By encouraging innovation, we're creating space for new ideas, better outcomes, and a stronger future-for all of us.
Comprehensive job description provided upon request.
Cincinnati Children's is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability