Associate Engineer, ServiceNow

About the role

This is a 100% on-site position (Monday through Friday).

About Carvana

Carvana is a rapidly growing automotive retailer that changed the way people buy and sell cars. We are committed to innovation, growth, and providing a positive workplace environment.

What You’ll Be Doing

• Collaborate with stakeholders to design scalable ServiceNow solutions across ITSM, CSM, ITOM, FSM, and Asset Management (HAM/SAM).
• Configure and enhance core ITSM processes - incident, change, problem, and request management.
• Design and implement Customer Service Management (CSM) solutions, including case management, the Configurable / CSM Workspace, account and contact data models, and omni-channel intake across email, chat, portal, and phone.
• Build end-to-end Field Service Management solutions - Work Orders, Work Order Tasks, Assignments, Dispatching, Scheduling, Skills Management, Planned Maintenance, and Crew Operations.
• Configure Dynamic Scheduling, Optimization Policies, and Territory Planning, and extend the Agent Mobile App (online/offline) for field technicians.
• Develop self-service experiences on Service Portal and Employee Center / Employee Center Pro — widgets, pages, themes, content publishing, and unified navigation.
• Develop Virtual Agent conversational experiences - topics, NLU, and topic flows — for catalog and case/incident deflection across web, mobile, and messaging channels.
• Automate processes with Flow Designer (flows, subflows, and custom actions) and orchestrate cross-system integration through Integration Hub spokes.
• Develop server-side logic and reusable Script Includes, and build and consume REST and SOAP web services (Scripted REST APIs, Table API, Import Set API) for inbound and outbound integration.
• Deliver ITOM capabilities - Discovery, Service Mapping, Event Management, and CMDB health — including MID Server install, configuration, clustering, and credential/TLS handling.
• Translate business needs into functional and technical designs aligned with ITIL and enterprise standards.
• Own release management across instances - update sets and the Application Repository for code promotion, instance cloning (clone profiles, data preservers), and upgrades/patching with skip-list remediation and regression testing.
• Partner with QA, DevOps, and support teams to troubleshoot issues and improve platform performance.
• Document solution architectures and create user guides and training for business and technical users.
• Perform core platform administration - users, groups, roles, ACLs, systemproperties, scheduled jobs, plugin activation, and instance health - across all environments.
• Champion development best practices (coding standards, peer review, performance-conscious scripting, out-of-the-box-first design) and uphold platform governance and access controls.

What You Should Have

• 4+ years of hands-on ServiceNow development, architecture, and delivery across ITSM, CSM, FSM, ITOM, and HAM - including scoped application development and AI-enabled workflows - aligned with ITIL practices.
• Certified ServiceNow professional: CSA, CAD, CIS-ITSM, CIS-CSM.
• Practical experience configuring FSM for dispatching, scheduling, and mobile workforce automation.
• Strong server-side and integration development - Script Includes, Business Rules, GlideRecord, Flow Designer, Integration Hub/spokes, and REST/SOAP and Scripted REST APIs (Table, Import Set).
• Experience designing Virtual Agent conversational flows (topics and NLU) and applying AI / Now Assist to automate service operations.
• Able to lead solution design workshops, translate requirements into scalable architectures, and manage the full SDLC in Agile delivery.
• Expertise in ITOM - Discovery and CMDB design - for operational visibility and service health.
• Strong understanding of CSDM, data modeling, and platform performance optimization.
• Proficiency building Service Catalog content and developing Service Portal and Employee Center experiences.
• Demonstrated experience developing custom scoped applications on App Engine.
• Practical experience with MID Server setup, clustering, and troubleshooting, plus core platform administration; CIS-Discovery or CIS-Hardware Asset Management certification a plus.
• Hands-on application lifecycle management: update sets and the Application Repository, instance cloning, and platform upgrade/patch cycles with skip-list remediation.
• Solid Hardware Asset Management (HAM) experience, including lifecycle tracking, reconciliation, and procurement integration.

What We’ll Offer

• Full-Time Salary
• Medical, Dental, and Vision benefits
• 401K with company match
• A multitude of perks including student loan payments, discounts on vehicles, benefits for your pets, and much more
• A great wellness program to keep you healthy and happy both physically and mentally
• Access to opportunities to expand your skillset and share your knowledge with others across the organization
• A company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development
• A seat in one of the fastest-growing companies in the country

Other Requirements

• Must be able to read, write, speak, and understand English.
• Reasonable accommodations for those with disabilities to perform the essential functions of their jobs.
• Hiring is contingent on passing a complete background check.
• This role is eligible for visa sponsorship.
• Carvana is an equal employment opportunity employer.
• All applicants receive consideration for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, marital status, national origin, age, mental or physical disability, protected veteran status, or genetic information, or any other basis protected by applicable law.
• Carvana also prohibits harassment of applicants or employees based on any of these protected categories.