Position Overview

The ServiceNow Platform Engineer is responsible for the end‑to‑end technical ownership, engineering, and operational excellence of the ServiceNow platform and its core capabilities, in partnership with Enterprise Platforms leadership. This role ensures ServiceNow is secure, reliable, scalable, and supportable, while enabling business and IT workflows through well‑architected solutions aligned with enterprise standards.

This role partners closely with platform leadership, process owners, architects, and cross‑functional IT teams to translate platform strategy into durable technical designs, configurations, integrations, and operational practices that deliver measurable business value.

The ServiceNow Platform Engineer operates as a senior individual contributor and technical authority, providing deep platform expertise, influencing platform direction, and ensuring ServiceNow solutions align with enterprise architecture, security, governance, and ITSM practices. The role is expected to function independently with minimal oversight, lead complex technical work, and mentor other engineers or analysts as needed.

Responsibilities

• Own the technical and operational lifecycle of the ServiceNow platform, partnering with platform leadership on roadmap execution, platform optimization, upgrades, and retirement decisions while ensuring stability, security, and scalability.

• Design, configure, and engineer ServiceNow solutions across ITSM and related platform capabilities (e.g., Incident, Change, Request, CMDB, Knowledge, Integrations), ensuring solutions are well‑architected, maintainable, and aligned with enterprise standards.

• Lead complex technical implementations and enhancements, including workflow design, scripting, integrations, data models, and performance tuning; serve as technical lead for small to medium initiatives and lead engineering workstreams within larger programs.

• Act as a senior technical authority and escalation point, providing Tier 3 support, leading complex incident investigations, performing root cause analysis, and implementing long‑term corrective and preventive actions.

• Partner with enterprise architecture, security, infrastructure, and application teams to design and operate secure, compliant, and supportable integrations between ServiceNow and upstream/downstream systems.

• Establish and maintain platform operational discipline, including monitoring, alerting, runbooks, release readiness, change controls, and operational metrics that improve reliability and predictability.

• Define, track, and analyze platform health and performance metrics, including availability, incident trends, change success rates, and technical debt; present insights and recommendations to platform and IT leadership.

• Develop and maintain high‑quality technical documentation, including platform standards, design patterns, SOPs, runbooks, and knowledge articles; reduce reliance on tribal knowledge and improve onboarding readiness.

• Mentor and provide technical guidance to other ServiceNow engineers, analysts, or administrators, helping raise overall platform maturity and engineering quality.

• Stay current on ServiceNow platform capabilities, industry trends, and ITSM best practices, proactively recommending innovations and continuous improvements aligned with business and IT strategy.

Minimum Qualifications

• Bachelor’s degree in computer science, information systems, engineering, or a related field.

• 6+ years of experience in ServiceNow platform engineering, administration, or development roles.

• 4+ years of hands‑on experience designing, configuring, and supporting enterprise ServiceNow implementations (ITSM and related modules).

• 3+ years of experience providing Tier 2/3 platform support, including acting as a primary technical escalation point for complex issues.

• Demonstrated ability to independently design, implement, and support complex ServiceNow solutions and integrations.

• Strong scripting and configuration experience (e.g., business rules, script includes, client scripts, workflows/flows).

• Strong documentation skills with experience producing enterprise‑grade technical documentation and operational runbooks.

• Strong communication skills with the ability to influence technical and non‑technical stakeholders.

• Eligible to work in the United States without current or future employer visa sponsorship.

Preferred Qualifications

• Experience owning or co‑owning ServiceNow platform strategy, roadmaps, or governance models.

• Strong understanding of ITIL 4 practices, particularly Incident, Change Enablement, Problem, and Service Design.

• Experience designing and operating enterprise integrations (REST/SOAP, event‑driven patterns, identity and access integrations).

• Experience supporting platform upgrades, patching, and release management in regulated or high‑availability environments.

• Demonstrated experience mentoring junior engineers or leading technical workstreams.

• Knowledge of CMDB architecture, data quality, and service mapping concepts.

• Familiarity with DevOps, CI/CD, or automated testing approaches within ServiceNow or comparable platforms.