Sr. ServiceNow Engineer

About the Role: Sr. ServiceNow Engineer at MKS Inc.

MKS Inc. is seeking a highly skilled Senior ServiceNow Engineer to join its dedicated ServiceNow Team, playing a crucial role in advancing the ServiceNow platform within the organization. As a Sr. ServiceNow Engineer, you will be instrumental in designing, building, and enhancing solutions across a broad spectrum of modules, including ITSM, ITOM, SPM, HAM, SAM, and the Employee Center. This role involves close collaboration with business stakeholders, translating their requirements into robust, scalable technical designs, and delivering high-quality solutions that elevate user experience, automate operations, and strengthen platform maturity.

This position demands a unique combination of hands-on development, platform engineering expertise, and astute business analysis skills. You will contribute throughout the entire development lifecycle, from initial discovery and design phases to deployment, while actively shaping the future strategic utilization of ServiceNow at MKS Inc.

Key Responsibilities and Impact:

Solution Design & Development

• Participate comprehensively in the full lifecycle of ServiceNow delivery, from initial requirements gathering and design through build, testing, and deployment.
• Design and implement customized workflows, automation solutions, UI policies, business rules, client scripts, Script Includes, and intricate integrations.
• Configure and enhance core ServiceNow modules, including Incident, Problem, Change, Configuration Management Database (CMDB), Request, Knowledge, IT Service Management (ITSM), IT Operations Management (ITOM), Strategic Portfolio Management (SPM), Hardware Asset Management (HAM), and Software Asset Management (SAM).
• Develop and maintain critical integrations utilizing REST/SOAP APIs and other secure integration frameworks.
• Ensure all designs adhere to enterprise architecture standards, MKS Inc.'s coding guidelines, and ServiceNow best practices.

Business Analysis & Stakeholder Engagement

• Collaborate effectively with product owners, process owners, and various business stakeholders to gather detailed requirements and translate them into actionable user stories and precise technical specifications.
• Facilitate productive workshops and discovery sessions to thoroughly understand current-state processes and proactively identify significant opportunities for improvement.
• Define clear acceptance criteria and provide comprehensive support for User Acceptance Testing (UAT) planning, execution, and defect resolution.
• Serve as a primary subject-matter expert on ServiceNow capabilities, providing expert advice to internal customers on optimal solutions for their business challenges.

Platform Operations & Continuous Improvement

• Provide expert Tier 2/3 support, effectively troubleshoot complex issues, and perform thorough root-cause analysis.
• Support critical platform upgrades, patching, release cycles, and overall instance management processes.
• Identify proactive automation opportunities, streamline existing workflows, and contribute to reducing manual effort and technical debt.
• Maintain accurate and comprehensive 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 in designing, developing, and supporting enterprise-scale ServiceNow solutions.
• Strong proficiency in JavaScript, HTML/CSS, Glide API, and both server-side and client-side scripting across the ServiceNow platform.
• Demonstrated experience in implementing and customizing modules such as Incident, Problem, Change, CMDB, Request, Knowledge, including 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, meticulous attention to detail, and the ability to communicate clearly and effectively with both technical and non-technical audiences.

Preferred Skills:

• ServiceNow certifications such as CSA, CIS-ITSM, CIS-ITOM, CIS-SPM, CAD, or other relevant credentials.
• 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 core technical responsibilities.

Key skills/competency

• ServiceNow Platform
• ITSM
• ITOM
• JavaScript
• REST/SOAP APIs
• Workflow Automation
• Business Analysis
• Solution Design
• System Integration
• Problem Solving