Senior ServiceNow Engineer

Title : Senior Service. Now 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 Service. Now 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 Service. Now 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 Service. Now's native AI capabilities to improve efficiency and the employee experience.

Key Responsibilities

Own hands-on configuration, development, and ongoing enhancement of Service. Now ITSM and ITAM capabilities, including incident, request, problem, change, service catalog, HAM, and SAM processes. Design and deliver maintainable Service. Now solutions using platform configuration, Flow Designer, business rules, client scripts, script includes, UI policies, and Service.

Now APIs. Evaluate new Service. Now 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 Service. Now 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 Service. Now native AI capabilities responsibly.

Qualifications

3-5 years of hands-on Service. Now 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 Service. Now 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 Service. Now APIs, REST or SOAP web services, JSON, and integration troubleshooting; familiarity with Integration.

Hub is preferred. Working knowledge of CMDB concepts, data quality, discovery or normalization processes, and the relationship between configuration, asset, and service data. Experience with Service. Now Otto, formerly Now Assist, is preferred. Service. Now 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.

Compensation

Expected Annual Base Salary $115,000 - $150,000 Actual base salary will be determined by a wide range of factors including but not limited to role, function, level, experience, qualifications and geographic location. In addition to a competitive base salary, this position may be eligible for a discretionary annual bonus based upon factors such as individual impact, team and firm performance.

Bain Capital offers a competitive benefits package designed to support employees’ health, financial security, family needs, and overall well-being. Bain Capital is an equal opportunity employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.