Senior ServiceNow Engineer

Title: Senior ServiceNow Engineer

Reports to: Director, IT Support Operations

Department: Information Technology

Location: Boston, MA

Type: FTE

Bain Capital Overview

Bain Capital, LP is one of the world's leading private multi-asset alternative investment firms with over $180 billion of assets under management that creates lasting impact for our investors, teams, businesses, and communities in which we live. Since our founding in 1984, we've applied our insight and experience to organically expand into several asset classes including private equity, credit, public equity, venture capital and real estate. We leverage our shared platform to capture cross-asset class opportunities in strategic areas of focus. With offices on four continents, our global team aligns our interests with those of our investors for lasting impact.

Position Description

Bain Capital is seeking a technically skilled Senior ServiceNow Engineer to help shape and advance an enterprise platform that supports how the firm works. Reporting to the Director, IT Support Operations, this role will combine hands-on development, platform configuration, and workflow design across IT Service Management (ITSM) and IT Asset Management (ITAM). The individual will work with IT and business stakeholders to deliver reliable workflows, integrations, reporting, and platform improvements. As Bain Capital builds out its ServiceNow AI capabilities, this person will have a meaningful opportunity to establish the technical foundation, processes, and workflow patterns that enable responsible, high-value AI adoption. The role will help identify practical use cases and define how the firm can leverage ServiceNow's native AI capabilities to improve efficiency and the employee experience.

Key Responsibilities

• Own hands-on configuration, development, and ongoing enhancement of ServiceNow ITSM and ITAM capabilities, including incident, request, problem, change, service catalog, HAM, and SAM processes.

• Design and deliver maintainable ServiceNow solutions using platform configuration, Flow Designer, business rules, client scripts, script includes, UI policies, and ServiceNow APIs. Evaluate new ServiceNow AI capabilities and releases, recommend practical high-value use cases, and support approved pilots and deployments that improve service delivery and employee experience. Maintain clear technical documentation and configuration standards.

• Configure and improve business, IT service, and asset workflows, including catalog items, approvals, notifications, lifecycle processes, and workflow automation.

• Partner with business stakeholders and IT teams to translate operational needs into practical technical designs, user stories, test plans, and delivered platform improvements.

• Build and support ServiceNow integrations, including data imports, REST and SOAP APIs, authentication, error handling, monitoring, and troubleshooting in partnership with application owners and infrastructure teams.

• Use platform data, service performance, asset data quality, and adoption trends to identify improvement opportunities and inform platform priorities.

• Help establish the processes, controls, and workflow patterns needed to deploy ServiceNow  native AI capabilities responsibly.

Qualifications

• 3-5 years of hands-on ServiceNow development, administration, or platform engineering experience, including ITSM and ITAM capabilities.

• Experience supporting Hardware Asset Management (HAM) and Software Asset Management (SAM), including asset lifecycle processes, inventory or entitlement data, and related operational workflows.

• Strong working knowledge of ServiceNow configuration and development, including JavaScript, Glide API, Flow Designer, business rules, script includes, client scripts, UI policies, catalog items, data imports, and integrations.

• Experience working with ServiceNow APIs, REST or SOAP web services, JSON, and integration troubleshooting; familiarity with IntegrationHub is preferred.

• Working knowledge of CMDB concepts, data quality, discovery or normalization processes, and the relationship between configuration, asset, and service data.

• Experience with ServiceNow Otto, formerly Now Assist, is preferred.

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications are preferred.

• Strong analytical, problem-solving, and communication skills, with the ability to translate business needs into scalable technical solutions and work effectively with business stakeholders and IT teams.