Engineer II, Service Now

Overview

AARP is the nation's largest nonprofit, nonpartisan organization dedicated to empowering people 50 and older to choose how they live as they age. With a nationwide presence, AARP strengthens communities and advocates for what matters most to the more than 100 million Americans 50-plus and their families: health and financial security, and personal fulfillment.

AARP also works for individuals in the marketplace by sparking new solutions and allowing carefully chosen, high-quality products and services to carry the AARP name. As a trusted source for news and information, AARP produces the nation's largest-circulation publications, AARP The Magazine and the AARP Bulletin . Information Technology Services is responsible for AARP enterprise-wide technology and information security functions.

Services range from infrastructure design and operations, system and software lifecycle implementations, enabling the mobile workforce and protecting AARP network, systems and data. A variety of technologies and practices are used including cloud computing, automation, artificial intelligence and machine learning within highly collaborative Agile teams.

The Service. Now Engineer II is responsible for designing, implementing, and optimizing Service. Now solutions across IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM). This role partners with business stakeholders and technical teams to deliver scalable, secure, and automated solutions that improve service delivery, asset visibility, operational efficiency, and platform performance.

The Engineer II drives continuous improvement, maintains CMDB integrity, and supports strategic initiatives through technical expertise, platform governance, and process automation.

Responsibilities

Establishes a technical roadmap for the platform and/or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance. Ensures sound integration, data, security, and business architecture design throughout all stages within the platform and/or capability lifecycle.

Provides rapid delivery and development of technical solutions that align with business and/or platform desired outcomes. Troubleshoots and resolves technical issues related to platform or capability systems, solutions, and services. Innovates and drives continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes.

Participates in a Community of Interest for engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions. Develops and maintains deep technical knowledge and expertise related to domain area systems, solutions, services, and applications.

Qualifications

Bachelor’s degree in information technology, Computer Science, Engineering, or a related field (or equivalent experience) with 8+ years of hands-on Service. Now platform experience. Proven expertise in IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM)., including Incident, Problem, Change, Request Management, Discovery, Service Mapping, CMDB, Hardware Asset Management (HAM), and Software Asset Management (SAM).

Strong experience in designing, configuring, and supporting Service. Now applications, workflows, business rules, catalog items, Flow Designer automations, and platform integrations. Advanced knowledge of JavaScript, Glide API, Service. Now scripting, Integration Hub, MID Server, and REST/SOAP integrations. Experience implementing and maintaining CMDB governance, data quality standards, discovery patterns, service mapping, and asset lifecycle management processes.

Demonstrated ability to integrate Service. Now with enterprise technologies such as SCCM, Intune, cloud platforms, monitoring tools, identity management solutions, and third-party asset repositories. Strong analytical, troubleshooting, and problem-solving skills with experience providing Level 2/Level 3 platform support, root-cause analysis, and performance optimization.

Experience working in Agile environments, collaborating with cross-functional stakeholders, translating business requirements into technical solutions, and delivering high-quality outcomes aligned with platform roadmaps and business objectives. AARP will not sponsor an employment visa for this position at this time. Additional Requirements Regular and reliable job attendance Effective verbal and written communication skills Exhibit respect and understanding of others to maintain professional relationships Independent judgement in evaluation options to make sound decisions Home office environment with the ability to work effectively surrounded by moderate home environment noise Hybrid Work Environment AARP observes Mondays and Fridays as remote workdays, except for essential functions.

Remote work can only be done within the United States and its territories.

Compensation

and Benefits AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

Equal Employment Opportunity AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.

Establishes a technical roadmap for the platform and/or capability strategy and lifecycle that considers value-based outcomes, costs to maintain, supportability, and performance. Ensures sound integration, data, security, and business architecture design throughout all stages within the platform and/or capability lifecycle.

Provides rapid delivery and development of technical solutions that align with business and/or platform desired outcomes. Troubleshoots and resolves technical issues related to platform or capability systems, solutions, and services. Innovates and drives continuous improvements of implementation methodology and technical service offerings based on customer/employee experiences or other enterprise objectives/outcomes.

Participates in a Community of Interest for engineers across all capability and platform teams to share information and strengthen understanding of business needs and technology-based business solutions. Develops and maintains deep technical knowledge and expertise related to domain area systems, solutions, services, and applications.

Bachelor’s degree in information technology, Computer Science, Engineering, or a related field (or equivalent experience) with 8+ years of hands-on Service. Now platform experience. Proven expertise in IT Service Management (ITSM), IT Asset Management (ITAM), and IT Operations Management (ITOM)., including Incident, Problem, Change, Request Management, Discovery, Service Mapping, CMDB, Hardware Asset Management (HAM), and Software Asset Management (SAM).

Strong experience in designing, configuring, and supporting Service. Now applications, workflows, business rules, catalog items, Flow Designer automations, and platform integrations. Advanced knowledge of JavaScript, Glide API, Service. Now scripting, Integration Hub, MID Server, and REST/SOAP integrations. Experience implementing and maintaining CMDB governance, data quality standards, discovery patterns, service mapping, and asset lifecycle management processes.

Demonstrated ability to integrate Service. Now with enterprise technologies such as SCCM, Intune, cloud platforms, monitoring tools, identity management solutions, and third-party asset repositories. Strong analytical, troubleshooting, and problem-solving skills with experience providing Level 2/Level 3 platform support, root-cause analysis, and performance optimization.

Experience working in Agile environments, collaborating with cross-functional stakeholders, translating business requirements into technical solutions, and delivering high-quality outcomes aligned with platform roadmaps and business objectives. AARP will not sponsor an employment visa for this position at this time. Additional Requirements Regular and reliable job attendance Effective verbal and written communication skills Exhibit respect and understanding of others to maintain professional relationships Independent judgement in evaluation options to make sound decisions Home office environment with the ability to work effectively surrounded by moderate home environment noise Hybrid Work Environment AARP observes Mondays and Fridays as remote workdays, except for essential functions.

Remote work can only be done within the United States and its territories.

Compensation

and Benefits AARP offers a competitive compensation and benefits package including a 401(k); 100% company-funded pension plan; health, dental, and vision plans; life insurance; paid time off to include company and individual holidays, vacation, sick, caregiving, and parental leave; performance-based and peer-based recognition and tuition reimbursement.

Equal Employment Opportunity AARP is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. AARP does not discriminate on the basis of race, ethnicity, religion, sex, color, national origin, age, sexual orientation, gender identity or expression, mental or physical disability, genetic information, veteran status, or on any other basis prohibited by applicable law.