Service Now Engineer

At Greenbrier, we do the hard work that matters. The Greenbrier Companies (NYSE:GBX) is powering the movement of products around the world as a leading designer, manufacturer and supplier of freight rail transportation equipment and services.

Greenbrier’s heritage of hard work and industrial innovation is celebrated at every level of our organization. We structure our business to support teams that deliver innovative solutions for our customers while positively impacting the world around us.

Greenbrier’s success begins with people. We believe in supporting our global workforce through our unwavering attention to Safety, Quality, Respect for People and Customer Satisfaction. Our Inclusion, Diversity, Engagement, Access and Leadership (IDEAL) commitment is rooted in these values, which lead to a culture where employees are engaged and feel good about coming to work every day.

Summary

The ServiceNow Engineer is a senior technical resource responsible for the design, development, implementation, and ongoing optimization of the ServiceNow platform and its integrations at Greenbrier. This role provides technical leadership across IT Service Management (ITSM), IT Operations Management (ITOM), Hardware Asset Management (HAM), Software Asset Management (SAM), integrations, and scripting. The engineer partners with the ServiceNow Product Owner to translate platform strategy, product vision, and business requirements into technical solutions, ensuring system stability, scalability, and alignment with operational and service delivery objectives.

Duties and Responsibilities

To perform this job successfully, an individual must be able to satisfactorily perform the following essential duties. Other duties may be assigned to address business needs and changing business practices.

• Participate in agile ceremonies, provide accurate development estimates using Agile estimation techniques (story points)
• Work with the Agile team to define sprint goals, track progress, and ensure on-time delivery and contribute to platform strategy
• Participate in training activities, knowledge transfer sessions, and user enablement initiatives to promote system adoption and understanding.
• Demonstrate continuous professional development by expanding technical expertise aligned with team and organizational goals.
• Build and maintain strong, collaborative relationships with business partners, IT stakeholders, and external vendors to ensure effective solution delivery.
• Stay current with evolving ServiceNow capabilities, industry trends, and best practices.
• Tailor ServiceNow configurations to meet specific business or regional requirements while maintaining alignment with corporate standards and governance.

Platform Architecture & Development

• Design and architect end-to-end ServiceNow solutions across multiple modules including ITSM, ITOM, HAM, and SAM.
• Build, configure applications, workflows, UI policies, business rules, client scripts, notifications, and ACLs.
• Develop and maintain applications and modules aligned with best practices and platform governance.

ITSM (IT Service Management)

• Implement and enhance ITSM processes such as Incident, Problem, Change, Request, Knowledge, and CMDB.
• Ensure data accuracy, workflow optimization, and automation across ITSM applications.
• Integrate ITIL/ITSM best practices into platform solutions.

ITOM (IT Operations Management)

• Deploy and optimize ITOM capabilities including Discovery, Service Mapping, Event Management, Orchestration, and CMDB health.
• Build automation and orchestration workflows to improve operational efficiency.
• Integrate monitoring tools and ensure accurate representation of infrastructure and services.

HAM & SAM (Hardware & Software Asset Management)

• Configure and maintain HAM/SAM modules including lifecycle management, reconciliation, normalization, and compliance tracking.
• Implement asset governance, tracking automation, and integrations with inventory systems.
• Ensure data integrity and alignment with organizational asset management policies.

Integrations & API Development

• Design and build integrations using REST, SOAP, MID Server, JDBC, IntegrationHub, ECC Queue, and other methods.
• Troubleshoot and optimize existing integrations for performance, reliability, and security.
• Work with internal teams to align integration requirements.

Scripting & Automation

• Develop high-quality server-side and client-side scripts including Business Rules, Script Includes, Client Scripts, UI Scripts, Glide AJAX, and Flow Designer scripting.
• Automate routine tasks and complex workflows using JavaScript, Flow Designer, and Orchestration.
• Conduct code reviews and enforce development best practices.

Governance, Security & Best Practices

• Adhere to ServiceNow architectural, performance, and security guidelines.
• Maintain documentation including solution designs, data flows, configuration, and test plans.
• Support upgrade planning, regression testing, and platform maintenance.

Release & Environment Management

• Manage update sets, code migrations, system cloning, and environment synchronization, platform upgrades.
• Conduct regression testing, impact analysis, and deployment planning.
• Support DevOps pipelines, version control practices, and automated testing where applicable.

CMDB & Data Governance

• Define CMDB governance rules, data quality improvements, and reconciliation strategies.
• Lead CMDB cleanup efforts and maintain accurate service relationships.
• Collaborate with infrastructure, network, and cloud teams to maintain CI integrity

Qualifications

The following generally describes the requirements to perform the assigned duties successfully.

Minimum Qualifications

• Bachelor's degree or equivalent experience
• 5+ years of hands-on experience with ServiceNow development and administration.
• Strong expertise in ITSM and ITOM, with practical experience implementing Discovery and Service Mapping.
• Experience with HAM and SAM module configuration and asset lifecycle processes.
• Proficiency in JavaScript, Glide APIs, Flow Designer, and integration services.
• Hands-on experience developing complex integrations using REST, SOAP, and MID Server.
• Solid understanding of CMDB, data modeling, and platform performance best practices.
• Working knowledge of ITIL processes and enterprise service management frameworks.
• Experience in Agile/Scrum environments.
• Background in infrastructure, cloud, networking, or enterprise monitoring tools.
• Experience with DevOps, or automated testing frameworks for ServiceNow.
• Exceptional analytical and problem-solving skills with strong root-cause analysis capabilities.
• Ability to understand complex business processes and articulate system impacts clearly.
• Excellent communication skills across written, verbal, and interpersonal interactions.
• Strong documentation skills, including requirements, test plans, and process mapping.
• Ability to manage multiple priorities in a dynamic, fast-paced environment.
• Customer-service mindset with strong collaboration skills.
• High attention to detail, data accuracy, and process integrity.
• Proactive, self-motivated, and committed to continuous improvement.
• Ability to build strong, effective relationships with business stakeholders, IT teams, and vendors.
• Adaptability to changing priorities, new technologies, and evolving system needs.
• Commitment to staying current on ServiceNow best practices, new features, and system capabilities.

ServiceNow certifications

• Certified System Administrator (CSA)
• Certified Implementation Specialist (CIS) – ITSM, ITOM, HAM/SAM, or other modules
• Certified Application Developer (CAD)

Work Environment and Physical Requirements

Work Environment

The work environment characteristics described here represent those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform basic functions.

• This position is an office environment

Physical Activities and Requirements 

Frequency Key

Not Applicable: Activity does not apply to this occupation

Occasionally: Occupation requires this activity up to 33% of the time (0- 2.5+ hours/day)

Frequently: Occupation requires this activity from 33% - 66% of the time (2.5- 5.5+ hours/day)

Constantly: Occupation requires this activity more than 66% of the time (5.5+ hours/day)

Working Postures

• Sit: Frequently
• Stand: Occasionally
• Walk: Occasionally
• Bend: Not Applicable
• Kneel/Squat: Occasionally
• Crawl: Occasionally
• Climb: Occasionally
• Reach Forward: Occasionally
• Reach Upward: Occasionally
• Handling/Fingering: Frequently

Lift / Carry Requirements

• 5-10 lbs: Occasionally
• 10-25 lbs: Occasionally
• 25-50 lbs: Not Applicable
• 50-75 lbs: Not Applicable
• 75+ lbs: Not Applicable

Push / Pull Requirements

• Up to 10 lbs: Occasionally
• 10-25 lbs: Occasionally
• 25-50 lbs: Not Applicable
• 50-75 lbs: Not Applicable
• 75+ lbs: Not Applicable

EOE including Vet/Disability

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Greenbrier makes reasonable accommodations in the application and hiring process for individuals with known disabilities, unless providing accommodation would result in an undue hardship. Any applicant believing that he or she may need reasonable accommodation for any part of the application and hiring process should contact Greenbrier Human Resources at [email protected] or call us at 503-684-7000. ----------------------------------------------------------------- Email communication from The Greenbrier Companies (Greenbrier) will always come from a corporate email address that ends in @gbrx.com or from our applicant tracking system, iCIMS, after you have created a secure account and submitted your application. During the application process, you will create a secure account in our secure applicant tracking site that ends with “-gbrx.icims.com”. In this portal, we will ask you to provide your contact information, past employment history, education history and other job-related information.