Senior Enterprise Application Engineer

Experience required: 10+ years overall IT, with 7+ years on the ServiceNow platform Role type: Senior individual contributor / technical role Reports to: Engineering Manager, ServiceNow Platform

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About the role

We are looking for a Senior Enterprise Application Engineer with the ability to direct our ITAM and ITSM landscape, with platform-wide architecture accountability. This is a senior, hands-on role: you will own the end-to-end design for IT Asset Management (HAM Pro and SAM Pro) and ITSM, ensure both are architected cleanly against our CMDB and CSDM, and govern how the platform evolves across integrations, performance, and operability.

You will be the technical steward who signs off solution designs, holds standards across the team, and represents the platform's interests when working with vendors, business stakeholders, and other engineering teams.

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What you will own

ITAM architecture and delivery

You will own the ITAM domain on the ServiceNow platform — This includes asset lifecycle design from planning through disposal, software licence position and entitlement modelling across major publishers (Microsoft, Oracle, IBM, Adobe, SAP, VMware), contract and reclamation workflows, normalisation and reconciliation at scale, and audit-defence-ready compliance posture. You will design and operate Service Graph Connectors (SCCM, Intune, Jamf, Tanium, Entra, AWS, and similar) to feed ITAM and CMDB with trustworthy data.

ITSM architecture and platform stewardship

You will architect ITSM end-to-end — Incident, Problem, Change, Request, Knowledge — ensuring processes are aligned to ITIL practice but pragmatic to the business. You will rationalise customisations toward out-of-the-box where appropriate, set standards for how the ITSM team builds and operates, and ensure CMDB/CSDM alignment so ITSM, ITOM, and ITAM share a coherent data model.

Platform administration and governance

You will set and enforce platform governance — scoping policy, naming conventions, update set hygiene, technical debt management, upgrade strategy, and performance standards. You will participate in or lead the Technical Governance Board, review and sign off solution designs from internal teams and vendors, and own the platform health and upgrade roadmap.

Integrations

You will architect integrations to and from ServiceNow — REST and SOAP web services, Integration Hub spokes, OAuth and SAML flows, MID Server design, Service Graph Connectors, and event-driven patterns. You will define integration standards, error-handling and retry patterns, and the credentialing and secrets-management approach.

Technical mentorship

You will provide technical mentorship to mid-level and junior engineers in the team, review designs and code, and represent the platform's voice in vendor engagements — including reviewing vendor-produced BRDs and signing off vendor solution designs from a platform-fit and operability perspective.

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Day-to-day responsibilities

• Lead solution design workshops for ITAM, ITSM, and cross-module initiatives, producing solution design documents that meet platform standards.

• Configure, develop, and where needed extend HAM Pro and SAM Pro to match the organisation's licence and hardware estate, including publisher packs, normalisation rules, and reconciliation logic.

• Drive CMDB and CSDM health — class model, identification and reconciliation rules, discovery patterns, data quality KPIs.

• Set up and operate Service Graph Connectors and other ITAM data sources; troubleshoot data quality and reconciliation issues end-to-end.

• Design and implement complex integrations using REST, SOAP, Integration Hub, MID Server, OAuth, and SAML.

• Provide technical sign-off on solution designs — internal and vendor-produced — for ITAM, ITSM, and platform-impacting work.

• Define and enforce technical governance: scoped applications, naming, update sets, ACLs, performance tuning, upgrade readiness.

• Mentor engineers, run technical deep-dives, and uplift the team's capability in ServiceNow.

• Stay current on the ServiceNow roadmap, especially AI features (NowAssist, AI Control Tower) and emerging ITAM capabilities, and bring practical adoption proposals.

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Must-have skills and experience

• 10+ years overall IT experience, with 7+ years on ServiceNow in delivery and architecture roles.

• Deep, hands-on expertise in ITAM — both HAM and SAM — including lifecycle design, licence position management, reconciliation at scale, and audit-defence experience.

• Strong ITSM architecture experience — Incident, Problem, Change, Request, Knowledge — and the maturity to push back on customisation where OOB is right.

• Solid CMDB and CSDM architecture experience — class model, identification rules, IRE behaviour, data quality governance.

• Proven integrations experience — REST, SOAP, Integration Hub, OAuth, SAML, MID Server, Service Graph Connectors (SCCM/Intune/Jamf/Tanium/Entra/AWS or equivalents).

• Strong platform administration depth — scopes, update sets, ACLs, performance tuning, upgrade strategy.

• Hands-on coding in JavaScript, Glide APIs, Flow Designer, Scripted REST APIs, Business Rules, Client Scripts, Script Includes.

• Demonstrated ability to write and review solution design documents and sign off as a technical authority.

• Strong stakeholder communication and the credibility to challenge vendors and business stakeholders constructively.

Certifications

Required: ServiceNow Certified System Administrator (CSA). Strongly preferred: ServiceNow Certified Implementation Specialist in SAM, HAM, ITSM, Discovery (any two or more). Bonus: Certified Application Developer (CAD), Certified Technical Architect (CTA), or Certified Master Architect (CMA). ITIL 4 Foundation or above.

Nice to have

• ITOM Discovery and Service Mapping hands-on experience.

• Experience with AI features in the platform (NowAssist, AI Control Tower) and a view on practical adoption.

• Experience leading vendor handovers and hypercare transitions.

• Experience in regulated industries (finance, healthcare, telecom) or large-scale enterprise estates (100+ software publishers, complex licence positions).

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What success looks like in the first 6 months

• A clear, documented current-state assessment of ITAM and ITSM on the platform, with prioritised improvement roadmap.

• Solution design standards documented and adopted by the team and vendors.

• At least one major ITAM or ITSM workstream delivered to a measurable business outcome (e.g., a publisher reconciliation cycle complete, an ITSM process simplification deployed, or CMDB data quality lifted to defined KPI).

• Established credibility as the platform's technical authority — signing off designs, mentoring engineers, and being the voice the business and vendors come to for ServiceNow decisions.

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Why this role matters

This is a role with genuine platform accountability. The right person will shape how a 9-person team delivers across ITSM, ITOM, ITAM, GRC and WSD, and how vendor-delivered work integrates cleanly into a long-lived platform. We are looking for someone who has seen what good looks like, has scars from what bad looks like, and brings both technical depth and the judgement to know which battles to pick.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.