ITSM ServiceNow Engineer & Reporting Specialist

At Barings, we are as invested in our associates as we are in our clients. We recognize those who work diligently for us and reward them for personal and professional integrity, communication skills, distinct competencies and expertise in specific strategies, ability to collaborate as a team member and true dedication to the interests of our clients.

We thank you for your interest in joining the Barings team, and invite you to explore our current employment opportunities.
** Job Spec - ITSM Service Now Engineer & Reporting Specialist
**** Department**:
Global Technology & Data – IT Service Management  
** Location**:
Charlotte, NC (Hybrid)
** Role Summary
** This role is primarily focused on engineering and enhancing the Service Now platform to support ITSM processes, automation, and AIOps integration. The specialist will also contribute to analytics and reporting efforts that provide visibility into operational performance and support strategic initiatives such as service quality improvement and financial transparency.
** Key Responsibilities
** Service Now Engineering & AIOps
* Design, develop, and maintain Service Now modules and workflows across ITSM processes (Incident, Problem, Change, Request, etc.).
* Implement enhancements and customizations using Service Now Studio, Flow Designer, and scripting (JavaScript).
* Collaborate with ITSM process owners to translate business requirements into scalable Service Now solutions.
* Ensure platform stability, performance, and alignment with upgrade cycles and best practices.
* Integrate AIOps capabilities into Service Now, including anomaly detection, event correlation, and predictive alerting.
* Work with monitoring and observability tools to ingest telemetry data into Service Now for automated incident creation and resolution workflows.
* Support CI/CD enablement by integrating Service Now with Dev Ops tools and pipelines.
* Maintain and optimize data models, tables, and relationships to support automation, AIOps, and reporting.
* Participate in platform governance and contribute to roadmap planning and release management.
* Maintain Integrations between Service Now and external systems

Analytics & Reporting
* Develop and maintain dashboards, semantic models, and Dataflows in Power BI and Service Now Performance Analytics to track KPIs such as SLA compliance, MTTR, MTTAp, and service availability.
* Refactor and enhance existing dashboards to improve performance, usability, and data accuracy.
* Provide ad hoc analysis and reporting to support audits, compliance reviews, and executive decision-making.
* Support financial transparency efforts by contributing to reporting on cloud spend, usage patterns, and cost allocation models in collaboration with Fin Ops and Finance teams.
** Required Qualifications
*** 3+ years of experience in Service Now development and ITSM engineering.
* Proficiency in Service Now Studio, Flow Designer, and scripting (JavaScript).
* Strong understanding of ITIL processes and ITSM frameworks.
* Experience with AIOps tools and concepts such as event correlation, anomaly detection, and predictive analytics.
* Experience with Power BI and Service Now Reporting.
* Familiarity with cloud cost management tools and financial reporting principles.
* Ability to translate business needs into technical solutions.
** Preferred Qualifications
*** Experience with Service Now Performance Analytics and platform integrations.
* Familiarity with Azure Dev Ops, CI/CD pipelines, and infrastructure tagging strategies.
* Exposure to observability platforms such as Dynatrace, Datadog, or Splunk.
** Soft Skills**
* ** Adaptability**:
Ability to adapt to changing priorities and work in a fast-paced environment.
* ** Collaboration**:
Strong team player with a collaborative approach to work.
* ** Attention to Detail**:
High level of attention to detail and accuracy in all aspects of work.#LI-ME1
** Requisite Skills
**** Additional Skills
*** Barings is an Equal Employment Opportunity employer;
Minority/Female/Age/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply.
**** Barings offers a comprehensive benefits package including:
***** CORE BENEFITS & WELLNESS
*** Medical (including Virtual Care), Prescription, Dental, and Vision Coverage
* Fitness Center Reimbursement Program (Including Online Memberships)
* Employee Assistance Program (EAP)
* Fertility Benefits
** FINANCIAL WELL-BEING
*** Highly competitive 401(k) Plan with Company Match
* Health Savings Account (HSA) with Company Contributions
* Flexible Spending Accounts (FSA) - Health Care & Dependent Care
* Retirement Health Reimbursement Account
** LIFE INSURANCE
*** Basic and Supplemental Life Insurance
* Spouse and Child Life Insurance
** TIME OFF, DISABILITY AND LEAVE OF ABSENCE
*** Paid Vacation, Sick Days and Annual Holidays
* Paid Leave of Absences (Maternity Leave, Parental Leave, Caregiver Leave, Bereavement Time)
* Short and Long Term Disability Plans
* Paid Volunteer Time
** OTHER BENEFITS
***…