Principal Systems Engineer, ServiceNow Automation Engineer

About the role

You will be part of our Security Automation team designing and scaling process automation in ServiceNow. You will build Service Catalog items and fulfill workflows, connecting ServiceNow to internal and external systems using Flow Designer, IntegrationHub (spokes & custom spokes), Orchestration, and MID Servers. Your work will cut delivery times, reduce manual errors, and improve user experience and SLA attainment.

What you’ll do:

Master the Service Catalog
Build Catalog Items, Record Producers, Order Guides, and advanced variables (UI Policies, Catalog Client Scripts, Script Includes).
Configure approvals, assignments, SLAs, Business Rules, ACL/RBAC, and data policies.
Automate fulfillment with Flow Designer & Subflows
Integrations with AD/Azure AD, Exchange/M365, Jira, Teams, AWS/Azure, GitHub, identity/IAM tools, and provisioning of accounts, groups, licenses, and access.
Use IntegrationHub (standard spokes and custom spokes via REST/SOAP), manage credentials, retries, and idempotency.
Quality, governance & release
Develop in scoped apps, version control, Update Sets/App Repo, ATF (Automated Test Framework), HealthScan, code reviews, and promotion Dev→Test→Prod.
Observability & reporting
Performance Analytics dashboards: % automated fulfillment, request MTTR, retry/error rates, SLA compliance.
Documentation & enablement
Publish reusable building blocks (subflows, spokes, item templates), KBs, and runbooks.

What you’ll bring:

• Bachelor’s degree in computer science/engineering or equivalent hands-on experience.


• Minimum 4 years working with ServiceNow.


• 4+ years building in ServiceNow with a strong focus on Service Catalog and automation:Flow Designer/Subflows, IntegrationHub (spokes & custom) and Orchestration.


• Experience in Catalog Item creations with approvals and automated fulfillment.


• Hands-on REST/SOAP integrations, JSON, webhooks, OAuth 2.0, tokens, and secure credential handling.


• Strong understanding of ITSM (Request, Incident, Change, Problem) and ServiceNow SDLC/governance.


• Experience with MID Server and external scripting (PowerShell/Python/SSH).


• Proficiency with ATF, HealthScan, and maintainable coding practices.


• Excellent communication with business/product and technical teams; metrics-driven mindset.

Nice to have

• ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-IntegrationHub, and micro-certs (Flow Designer, ATF, API Fundamentals).


• RPA Hub / Automation Engine, Process Automation Designer, and Playbooks.
  Experience in SecOps (SIR, VR) or automations with Microsoft Sentinel/Defender as external systems.
  Knowledge of Azure/AWS, Azure DevOps/Jenkins, ServiceNow DevOps, Terraform (desired).
  BI/analytics for process metrics (e.g., Performance Analytics; BIDS/SSIS/ADF optional).


• Languages: English (High level)

Desired certifications, courses and training

• CSA: Certified System Administrator


• CAD: Certified Application Developper


• CISCSM: Implementation Specialist – Customer Service Management


• CISITSM: Implementation Specialist – IT Service Management

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