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Service Management Engineer Jobs in Massachusetts

Careers at KKR

Lead ServiceNow Developer

Boston, MA · On-site

$58.75 - $80.75/hr

POSITION SUMMARY We are seeking an engineer to oversee the design, implementation, and management ... Serve as the technical owner for Atlassian Jira, Jira Service Management, and SNOW platforms.

Kforce Technology Staffing

Lead ServiceNow Developer

Boston, MA · On-site

$58.75 - $80.75/hr

This individual will drive automation, optimize service management processes, and ensure seamless ... Collaborate with engineering, IT operations, compliance, and business teams to streamline workflows ...

Georgia IT

Data Engineer

Boston, MA · On-site

$124K - $149K/yr

Experience working with ServiceNow for incident, change, and service management processes. Knowledge of CI/CD implementation for data engineering projects. Exposure to cloud-native data architecture ...

New

3M HEALTHCARE

Field Service Engineer

Boston, MA · On-site

Field Service Engineer Overview The Field Service Engineer reports to the Field Service Manager. The Field Service Engineer will be responsible for providing support for a wide range of technical ...

Citizens

Principal Incident Manager

Boston, MA · On-site

$120K - $150K/yr

Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability. Drive process modernization ...

Citizens

Principal Incident Manager

Boston, MA

$120K - $150K/yr

Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability. Drive process modernization ...

Rimkus

Consultant- Commissioning Engineer

Boston, MA

$83K - $124K/yr

The Commissioning Group provides LEED commissioning services, retro/commissioning services of ... management and control systems is a plus. ESSENTIAL JOB FUNCTIONS: Lead the testing and ...

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Service Management Engineer information

What is the difference between Service Management Engineer vs Network Operations Center (NOC) Technician?

AspectService Management EngineerNOC Technician
CredentialsITIL certification, relevant technical certificationsNetwork certifications (e.g., CCNA), technical training
Work EnvironmentIT service management, client-facing, office or remoteNetwork monitoring centers, 24/7 shifts, on-site or remote
Employer & IndustryIT service providers, telecom, enterprise ITTelecom, internet service providers, large enterprise networks

Service Management Engineers focus on managing IT services, ensuring service quality, and coordinating between teams, often with a focus on processes and client needs. NOC Technicians primarily monitor network health, troubleshoot connectivity issues, and maintain network infrastructure. While both roles require technical skills and certifications, Service Management Engineers emphasize service delivery and process management, whereas NOC Technicians concentrate on network operations and troubleshooting.

Is a Service Management Engineer a good career?

A Service Management Engineer is a valuable role focused on overseeing IT service delivery, process improvement, and customer satisfaction. It often requires strong communication skills, knowledge of ITIL frameworks, and certifications such as ITIL or COBIT. The role offers opportunities for career growth in IT operations and service management fields.

What cities in Massachusetts are hiring for Service Management Engineer jobs?

Cities in Massachusetts with the most Service Management Engineer job openings:

Infographic showing various Service Management Engineer job openings in Massachusetts as of August 2026, with employment types broken down into 100% Full Time. Highlights an 90% In-person, and 10% Remote job distribution.

Lead ServiceNow Developer

Boston, MA • On-site

Careers at KKR
See more jobs at Careers at KKRexternal

$58.75 - $80.75/hr

Full-time

Re-posted 9 days ago

Key responsibilities

  • Oversee the design, implementation, and management of the Atlassian Jira, Jira Service Management, and ServiceNow platforms.

  • Design and implement integrations between ServiceNow, Jira, and CMDB using APIs, webhooks, and integration tools.

  • Lead platform upgrades, configuration audits, and performance tuning to ensure platform stability and security.

Job description

TEAM OVERVIEW

KKR's Technology organization is a group of passionate technologists and product managers, unified by a shared mission to deliver exceptional products and solutions that drive value for our stakeholders, clients, and investors. Our passion for technology and innovation fuels our commitment to creating high-quality, impactful solutions that address complex challenges and meet the evolving needs of our sophisticated businesses.

Teamwork is at the core of the organization's success.  We thrive on open collaboration and continuous learning, driving a culture that values diversity of thought and collective achievement.  Our global footprint fosters the integration of a diverse set of ideas and viewpoints in product and solution delivery, allowing us to design more comprehensive solutions that are adaptable and scalable. We optimize for impact, prioritizing and delivering solutions with excellence while remaining agile in response to the evolving needs of our businesses.

POSITION SUMMARY

We are seeking an engineer to oversee the design, implementation, and management of our Atlassian Jira and ServiceNow (SNOW) platforms, with a strong focus on system integration and CMDB governance. This role will be pivotal in building seamless workflows across technology and operations teams while improving service management, change control, and cross-platform automation.

 
KEY RESPONSIBILITIES
  • Serve as the technical owner for Atlassian Jira, Jira Service Management, and SNOW platforms.
  • Design and implement a roadmap for robust integrations between SNOW, Jira, and CMDB using APIs, webhooks, and integration tools (e.g., MuleSoft, Workato, native).
  • Ensure data consistency and integrity across platforms-especially for incidents, changes, and asset inventory (CMDB).
  • Partner with teams across Engineering, IT Ops, Compliance, and Enterprise Systems to build and optimize workflows.
  • Define best practices for workflow automation, issue templates, permissions, escalation paths, and custom fields in Jira and SNOW.
  • Lead platform upgrades, configuration audits, patching, and performance tuning.
  • Manage vendor relationships for tool licensing, support escalations, and roadmap alignment.
  • Maintain platform security, audit trails, and user access controls in coordination with InfoSec.
QUALIFICATIONS
  • 10+ years of experience in enterprise systems engineering, with hands-on ownership of Jira and SNOW platforms.
  • Proven experience designing integrations between Jira-SNOW and SNOW-CMDB.
  • Strong understanding of ITIL, service management, incident, change, and problem workflows.
  • Track record of identifying opportunities to apply AI to improve efficiency or business outcomes.
  • Deep technical skills with scripting (JavaScript, PowerShell), REST APIs, and integration platforms.
  • Experience working with Agile/DevOps teams and enterprise tooling ecosystems.
  • Knowledge of configuration management, asset discovery, and infrastructure mapping is a plus.
  • Strong communication and stakeholder engagement skills.
GOOD TO HAVE
  • Experience with CMDB data modeling and lifecycle management.
  • Atlassian or ServiceNow certifications (ACP, CSA, CIS, etc.).
  • Ability to evaluate AI solutions for risk, bias, data governance, and responsible AI practices.
  • Hands-on experience building, deploying, or integrating AI/ML models or solutions.
  • Exposure to environments like AWS, Azure, or GCP with infrastructure integration to CMDB.

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