Job Title

P49I98 - Sr. Engineer ServiceNow Platform Technical Lead (P4)

Job Summary

As the ServiceNow Platform Technical Lead (P4), you will serve as the senior technical authority for the ServiceNow Platform owning solution design quality, guiding engineering practices, and driving a scalable roadmap in partnership with product/platform leadership. You’ll lead architecture and design reviews, establish guardrails, mentor developers and citizen‑developers, and be the primary technical point of contact for partners and internal teams. Your remit spans governance, roadmap execution, integration strategy, code quality, and platform reliability, ensuring the platform consistently delivers business outcomes and remains upgradeable.

Scope & Impact

• Acts as platform SME and de facto architecture lead for complex initiatives across ITSM and adjacent capabilities, ensuring alignment to enterprise standards, security, and value outcomes.
• Co‑authors and executes the platform roadmap and governance model (demand intake, technical review, release/change, upgrade strategy) with the Platform Owner/Product Owner and CoE/CoEI.
• Elevates code quality and delivery velocity through design reviews, peer code reviews, automated testing (ATF), and CI/CD pipelines integrated with ITSM change.

Essential Duties & Responsibilities

1) Technical Leadership, Guidance & Mentorship

• Provide day‑to‑day technical guidance to developers and admins; pair program, unblock complex issues, and build reusable patterns (Script Includes, Flow Designer, IntegrationHub). Lead formal peer code reviews and uphold coding standards.
• Coach citizen developers and business technologists; define guardrails in App Engine (delegated development, Instance Scan, ATF integration) to scale safely.
• Run knowledge‑sharing rhythms (tech talks, workshops, demos, brown bags) to spread platform best practices across global teams.

2) Technical Specifications & Solution Design (Architecture Ownership)

• Own solution architecture and technical specification deliverables (diagrams, data models, ADRs) for new products/features, integrations, and cross‑scope app patterns; chair or co‑chair Architecture/Technical Review Boards.
• Enforce OOTB‑first principles, reusability, and upgradeability; minimize customization and technical debt in line with platform design standards.
• Design and validate integrations (SSO, LDAP, REST/SOAP, eventing), data contracts, and error‑handling strategies with security and identity patterns.

3) Platform Governance & Roadmap

• Co‑define the platform roadmap, prioritization model, and release calendar with the Platform/Product Owner; align with SPM (Strategic Portfolio Management) for demand/roadmap visibility and value realization.
• Stand up and continually improve a Center of Excellence/CoEI to standardize intake, design standards, development guardrails, and value tracking.
• Establish and run technical governance (intake triage, design reviews, change gates, upgrade readiness) to prevent sprawl and ensure consistent, scalable solutions.

4) Delivery Excellence: Code Review, Testing & CI/CD

• Institutionalize peer code reviews and best practices with checklists; embed code scanning, Instance Scan, and style consistency in PRs and pipelines.
• Build and maintain ATF suites as regression safety nets for sprint and upgrade cycles; drive automation adoption targets.
• Lead the evolution from update sets toward source control + CI/CD (Git, App Repo, DevOps/Jenkins/GitHub Actions), integrating with Change for auditability and automated approvals.

5) CMDB/CSDM Stewardship & Data Architecture

• Partner with CMDB/CSDM owners to align services and applications to CSDM 4.x/5.0, enforce data ownership, lifecycle, and relationship integrity; drive Instance Scan/health KPIs.
• Chair technical decisions impacting discovery, service mapping, and data quality; reduce incident blast radius via reliable service models.

6) Operations, Reliability & Upgrades

• Own technical readiness for bi‑annual upgrades, patches, and cloning (release notes review, impact analysis, skipped record remediation, test coverage, defect handling).
• Serve as primary technical point of contact during P1/P2 incidents impacting the platform; guide root cause analysis and permanent fixes.

7) Stakeholder & Partner Management

• Be the primary technical point of contact for internal teams, vendors/partners, and ServiceNow; provide architecture guidance, estimates, and progress updates; influence buy‑vs‑build decisions.
• Advocate for platform value and “OOTB‑first” across business and IT; translate business outcomes to platform capabilities and measurable KPIs.

Qualifications

Required

• Bachelor’s degree in a related field (or equivalent experience).
• 10+ years in enterprise software/solutions; 5+ years hands‑on ServiceNow administration/development; 5+ years in large IT orgs; proven track record leading complex platform initiatives.
• Deep experience across ITSM (and familiarity with related products), platform upgrades, integrations (SSO/LDAP/REST/SOAP/Integration Hub), and web technologies (JS, HTML, CSS, XML).
• Demonstrated leadership of code review practices, ATF‑driven regression testing, and CI/CD with source control (Git) and App Repo; strong SDLC/Agile delivery.
• Strong grasp of ITIL processes (Incident/Change/Config/Release) and CSDM/CMDB data foundations.
• Excellent communication, facilitation, and stakeholder management skills across business and engineering.

Preferred

• ServiceNow CSA, CAD, one or more CIS (e.g., ITSM); ITIL Foundation; evidence of ongoing architecture education (design reviews, ADRs).
• Experience guiding citizen development (App Engine, guardrails, AEMC/Management Center) and DevOps/Change Automation.
• Cloud experience (AWS/GCP) and modern integration patterns; exposure to SPM for portfolio/roadmap alignment.

Work Environment

• Hybrid; highly collaborative with global stakeholders; Agile/Scrum (2‑week sprints) with DevOps practices integrated into delivery.

Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.

Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.

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