Job Details

Principal Service Engineer IS Service Now- CMDB, APM/EA and ITAM - RemoteAs a Service Engineer on the ServiceNow team, you'll partner with stakeholders, developers, and product owners early in the lifecycle to design, operate, and continuously improve enterprise-scale services that empower caregivers. You'll help shape the ServiceNow vision and roadmap, bringing deep technical expertise to guide decisions and deliver measurable outcomes across quality, cost efficiency, usability, and caregiver satisfaction. From turning requirements into clear designs and best practices to engineering resilient, secure, high-performance solutions, you'll own problems end-to-end and drive them to lasting resolution. You'll lead innovation, optimise platform performance and spend, strengthen disaster recovery readiness, and ensure every release is predictable, reliable, and production-ready. If you thrive on troubleshooting complex issues, building scalable systems, and making a real impact on the caregiver experience, this is your opportunity to lead from the front.ResponsibilitiesOwn product strategy, roadmap, and backlog for ServiceNow CMDB, APM, and Asset ManagementGather, analyse, and translate business requirements into user stories and acceptance criteriaDrive CMDB design, CSDM alignment, and data quality governanceEnable application lifecycle decisions (rationalisation, modernisation, retirement)Collaborate with architects, developers, and operations teams using Agile/ScrumSupport UAT, adoption, and continuous platform improvementsDefine and track KPIs, SLAs, and value-realisationLocationRemote. The role supports 100% virtual work for residents located in Alaska, Washington, Oregon, and California.Required QualificationsBachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering, or equivalent education/experience8 years of related experience; more preferredStrong experience in automation, specifically related to deployment, recovery, or other manual processesStrong experience with n-tier solutionsStrong experience with resilience modelling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually)Strong experience influencing engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service expectationsStrong experience leading and representing the Service in backlog discussions and stand-ups to establish appropriate prioritisation of live-site requirementsStrong experience leveraging data and metrics to drive behaviour, process, and priority decisions. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problemsStrong experience in advanced problem solving using systematic procedures and investigating problems utilising root cause analysisPreferred QualificationsStrong experience with ServiceNow CMDB and Application Portfolio ManagementSolid understanding of CSDM and CI relationshipsExperience as a Product Owner, Business AnalystAgile/Scrum delivery experienceStrong stakeholder management and communication skillsServiceNow Certifications (CSA, CAD, CMDB, APM, EA, ITAM)Experience with ServiceNow integrationsSalary Range by LocationAK: Anchorage – Min: $68.33, Max: $116.36AK: Kodiak, Seward, Valdez – Min: $71.23, Max: $121.29California: Humboldt – Min: $71.23, Max: $121.29California: All Northern California – Except Humboldt – Min: $79.92, Max: $136.08California: All Southern California – Except Bakersfield – Min: $71.23, Max: $121.29California: Bakersfield – Min: $71.23, Max: $121.29Oregon: Non-Portland Service Area – Min: $63.70, Max: $108.47Oregon: Portland Service Area – Min: $68.33, Max: $116.36Washington: Western – Except Tukwila – Min: $71.23, Max: $121.29Washington: Southwest – Olympia, Centralia – Min: $68.33, Max: $116.36Washington: Clark County – Min: $68.33, Max: $116.36Washington: Tukwila – Min: $71.23, Max: $121.29Washington: Eastern – Min: $60.81, Max: $103.54Washington: Southern-East – Min: $63.70, Max: $108.47Equal Employment OpportunityProvidence is proud to be an Equal Opportunity Employer. We are committed to the principle that every workforce member has the right to work in surroundings free from unlawful discrimination or harassment on the basis of race, colour, gender, disability, veteran or military status, religion, age, creed, national origin, sexual identity or expression, sexual orientation, marital status, genetic information, or any other basis prohibited by local, state or federal law. We believe diversity strengthens us, so we are dedicated to shaping an inclusive workforce, learning from each other and creating equal opportunities for advancement.Fair Chance HiringApplicants in the Unincorporated County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Unincorporated Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.J-18808-Ljbffr