ServiceNow Engineer

Company Description Dropbox isn’t just a workplace—it’s a living lab for more enlightened ways of working. We're a global community of bold visionaries and resourceful doers who are shaping the future of Dropbox—and with it the future of work. Our Virtual First model combines the autonomy of a distributed workplace with the power of human connection, making space for both meaningful work and meaningful relationships.

With our start-up mindset and enterprise-level opportunities, you can be who you are and grow into who you’re meant to be. Here, you can own your impact to make work more intuitive, joyful, and human—for you as a Dropboxer and for hundreds of millions of people worldwide. If you're ready to push boundaries—and yourself— Dropbox is ready for you.

Team Description The Dropbox Corporate IT Engineering Team provides information technology strategy, systems, and services that enable business success. We test and implement new tools to help Drop boxers work confidently, move fast, and scale effortlessly in a Virtual First environment. As the connective tissue to our company, we source, build, and implement technology solutions that empower and simplify work while meeting the enterprise-level standards Drop boxers expect from a global technology company.

Our team combines technical expertise with strategic thinking, creating the foundation for collaboration, creation, and growth. If you're passionate about using technology to shape the future of enterprise solutions, join our Corporate IT Engineering team. Areas of work include Technical Programs, Salesforce Development, IT Infrastructure, Security Operations, Collaboration Tools, Cloud Engineering, Site Reliability Engineering, Enterprise Architecture, Full Stack Development, and Business Systems Analysis.

Role Description We are seeking a Service Now Engineer to design, build, and maintain Dropbox's enterprise service management platform. This role focuses on IT Service Management and related modules, ensuring smooth delivery of our core processes such as incident, request, asset, and change management. As a Service Now Engineer on our Corporate Engineering team, you will develop configurations, customizations, and integrations to support critical business needs, while collaborating with service owners, architects, and business partners.

You will contribute to maintaining platform health, improving automation, and ensuring solutions meet high standards of quality and usability. The ideal candidate has hands‑on experience with Service Now development, a strong foundation in IT Service Lifecycle (ITIL) processes, and the ability to work independently while collaborating across teams.

• Implement, configure, and maintain Service Now workflows, service catalogs, business rules, client scripts, UI policies, reports, data imports, integrations, and other automation, applying best practices
• Review and analyze the effectiveness and efficiency of existing configuration and workflows to develop strategies for improving or further integrations leveraging Service Now
• Develop requirements, craft and execute test plans, administer Service Now and serve as tier 2 support
• Collaborate with senior engineers to identify opportunities for Agentic workflow automation and integrate AI agent orchestrators within enterprise processes
• Develop standards and best practices, maintain and support Service Now environments, manage instance clones, and identify and resolve system deficiencies
• Partner with integrations subject matter expert to use MID servers, web services, email and other relevant technology to integrate tools with the Service Now platform
• Research new feature enhancements and functionalities from Service Now
• Expand and Implement other Service Now modules catering the entire ESM spectrum

On-call work may be necessary occasionally to help address bugs, outages, or other operational issues, with the goal of maintaining a stable and high-quality experience for our customers.

• Bachelor’s degree in Computer Science, IT, Engineering, or equivalent professional experience
• 5+ years of industry experience, with 3+ years hands‑on experience with…