Sr. ServiceNow Engineer

4 days ago

Andover, Massachusetts, United States MKS Instruments Full time

A Day in Your Life at MKS:

We are seeking a highly skilled Senior ServiceNow Engineer to join our ServiceNow Team and help drive the evolution of the ServiceNow platform at MKS. As a ServiceNow Engineer, you will design, build, and enhance solutions across ITSM, ITOM, SPM, HAM, SAM, and Employee Center. You'll partner closely with business stakeholders to translate requirements into scalable technical designs and deliver high quality solutions that improve user experience, automate operations, and strengthen platform maturity.

This position requires a blend of hands-on development, platform engineering, and business analysis skills. You will contribute across the full development lifecycle from discovery and design through deployment, while helping shape the future of how our organization uses ServiceNow.

You Will Make an Impact By:

Solution Design & Development

  • Participate in the full lifecycle of ServiceNow delivery from requirements and design through build, test, and deployment
  • Design and implement customized workflows, automation, UI policies, business rules, client scripts, Script Includes, and integrations
  • Configure and enhance core modules (ITSM, ITOM, SPM, HAM, SAM) as needed
  • Develop and maintain integrations using REST/SOAP APIs and other secure integration frameworks
  • Ensure designs align with enterprise architecture, coding standards, and ServiceNow best practices

Business Analysis & Stakeholder Engagement

  • Partner with product owners, process owners, and business stakeholders to gather requirements and translate them into user stories and technical specifications
  • Facilitate workshops and discovery sessions to understand current-state processes and identify opportunities for improvement
  • Define acceptance criteria and support UAT planning, execution, and defect resolution
  • Serve as a subject-matter expert on ServiceNow capabilities, advising customers on the best way to solve business challenges

Platform Operations & Continuous Improvement

  • Provide Tier 2/3 support, troubleshoot complex issues, and perform root-cause analysis
  • Support platform upgrades, patching, release cycles, and instance management processes
  • Identify automation opportunities, streamline workflows, and help reduce manual effort and technical debt
  • Maintain accurate technical documentation, process guides, and design specifications

Required Skills:

  • Bachelor's degree in Computer Science, Information Systems, Software Engineering, or equivalent practical experience
  • 5+ years of hands-on experience designing, developing, and supporting enterprise-scale ServiceNow solutions
  • Strong proficiency in JavaScript, HTML/CSS, Glide API, and server/client-side scripting across the platform
  • Experience implementing and customizing modules such as Incident, Problem, Change, CMDB, Request, Knowledge, discovery/CMDB integrations, and automation flows
  • Hands-on experience integrating ServiceNow with third-party systems via REST, SOAP, Web Services, MID Server, and IntegrationHub
  • Excellent problem-solving skills, attention to detail, and ability to communicate clearly with both technical and non-technical audiences

Preferred Skills:

  • ServiceNow certifications such as CSA, CIS-ITSM, CIS-ITOM, CIS-SPM, CAD, or others
  • Experience with Discovery, Service Mapping, Performance Analytics, Orchestration, or Security Incident Response
  • Familiarity with Service Portal, UI Builder, Workspace, or Flow Designer advanced functionality
  • Experience acting as a Business Analyst or Product Owner in addition to technical responsibilities
LI-MK1

Globally, our policy is to recruit individuals from wide and diverse backgrounds. However, certain positions require access to controlled goods and technologies subject to various export control regulations. Applicants for these positions may be limited (by, for example, their countries of citizenship, country of origin, or immigration status) where required by law or governmental contact, and/or employment made contingent upon the issuance of appropriate governmental licensing.

MKS Inc. and its affiliates and subsidiaries ("MKS") is an affirmative action and equal opportunity employer: diverse candidates are encouraged to apply. We win as a team and are committed to recruiting and hiring qualified applicants regardless of race, color, national origin, sex (including pregnancy and pregnancy-related conditions), religion, age, ancestry, physical or mental disability or handicap, marital status, membership in the uniformed services, veteran status, sexual orientation, gender identity or expression, genetic information, or any other category protected by applicable law. Hiring decisions are based on merit, qualifications and business needs. We conduct background checks and drug screens, in accordance with applicable law and company policies. MKS is generally only hiring candidates who reside in states where we are registered to do business.

MKS is committed to working with and providing reasonable accommodations to qualified individuals with disabilities. If you need a reasonable accommodation during the application or interview process due to a disability, please contact us at: .

If applying for a specific job, please include the requisition number (ex: RXXXX), the title and location of the role

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