Role Description

We are seeking a Senior ServiceNow Engineer to lead the design, building, and maintenance of Dropbox's enterprise service management platform. This role is responsible for building advanced workflows, impementing complex integrations, and expanding capabilities across our IT Service Management platform. and related modules (HR, Procurement, Legal, etc.)

As a Senior ServiceNow Engineer on our Corporate Engineering team, you will develop configurations, customizations, and integrations to support critical business needs, while collaborating with service owners, architects, and business partners. This role involves not only hands-on development but also mentoring junior engineers, shaping platform standards, and influencing architectural direction.The ideal candidate has hands-on experience with ServiceNow development, a strong foundation in IT Service Lifecycle (ITIL) processes, and the ability to work independently while collaborating across teams.

Responsibilities

• Design, implement, and optimize advanced workflows, business rules, UI components, and automation across ServiceNow
• Lead configuration and customization efforts, including integrations with third-party systems, enterprise applications, and external tools
• Own technical design decisions and oversee configuration and customization efforts, ensuring best practices, scalability, and security
• Partner with enterprise architects and business stakeholders to define and deliver high-impact ServiceNow solutions
• Mentor and support junior engineers through code reviews, technical guidance, and knowledge sharing
• Provide expert-level troubleshooting and serve as the escalation point for complex ServiceNow issues
• Drive adoption of new ServiceNow features such as AI-driven capabilities, UI Builder, and low-code tools to modernize enterprise workflows
• Define and maintain platform governance, development standards, and documentation

Requirements

• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent professional experience
  
• 7+ years of hands-on experience with ServiceNow platform development, administration, and configuration
• Strong collaboration and leadership skills, with the ability to influence platform direction and partner effectively across teams
• Advanced proficiency in JavaScript, ServiceNow scripting, and deep understanding of ITIL processes and best practices
• Expert knowledge of ServiceNow modules including Service Catalog, Incident, Change, Knowledge, Workflow, and Orchestration, with strong experience in ITAM and at least one additional enterprise module (HR, ITOM, or similar)
• Proven track record of delivering enterprise integrations (SSO, SAML, LDAP, MID Server, Workday, and other enterprise applications)
• Ability to design and implement scalable automation solutions, leveraging AI/ML features such as Now Assist to improve business processes

Preferred Qualifications

• Experience leading large-scale ServiceNow deployments in global enterprises
• Hands-on experience with HR, Finance, Procurement or Legal ServiceNow modules
• Familiarity with Now Assist or AI-driven automation features in ServiceNow
• Strong knowledge of Jira or other enterprise task management tools
• ServiceNow certifications (CAD, CIS, or equivalent)