Lead ServiceNow Platform Engineer

About the role

This role provides hands-on technical leadership for the ServiceNow platform in a data center and infrastructure-heavy environment. The Lead ServiceNow Platform Engineer will deliver senior-level platform work, guide a small team of developers and administrators, and ensure ServiceNow solutions are scalable, supportable, and aligned with operational needs.

Primary focus areas include Information Technology Service Management, Information Technology Operations Management, Configuration Management Database, Common Service Data Model, Discovery, Service Mapping, integrations, operational workflows, reporting, and platform governance.

Success Measures

• Improved quality, consistency, and throughput of ServiceNow development and administration work.
• Improved Configuration Management Database accuracy, Discovery coverage, service visibility, and operational reporting.
• More consistent incident, request, change, and operational workflows aligned to real business processes.
• Reduced unnecessary customization, platform defects, release risk, and technical debt.

Responsibilities

• Serve as the hands-on technical lead for ServiceNow design, configuration, troubleshooting, enhancement, release support, and platform governance.
• Provide day-to-day technical direction, mentoring, work review, and quality oversight for approximately 3–4 ServiceNow developers and administrators.
• Improve and support workflows for incident, major incident, problem, change, request, catalog, knowledge, approvals, service levels, notifications, and operational tasks.
• Lead Configuration Management Database and Common Service Data Model practices, including class structure, relationships, service models, ownership, lifecycle, reconciliation, and data quality controls.
• Support Information Technology Operations Management capabilities, including Discovery, Service Mapping, MID Servers, Event Management, infrastructure visibility, and service health.
• Partner with infrastructure, data center operations, security, service desk, and business stakeholders to translate requirements into practical ServiceNow solutions.
• Oversee integrations, dashboards, operational reporting, development standards, testing discipline, release quality, documentation, backlog prioritization, and technical debt reduction.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent technical field.
• 8+ years of ServiceNow platform experience, including hands-on configuration, enhancement, integration, administration, implementation, or platform support.
• 5+ years of hands-on ServiceNow Information Technology Service Management experience across incident, problem, change, request, catalog, knowledge, approvals, and service levels.
• 3+ years providing technical leadership, solution oversight, code/configuration review, mentoring, or day-to-day direction to ServiceNow developers or administrators.
• Strong hands-on experience with Configuration Management Database, Common Service Data Model, Discovery, Service Mapping, MID Servers, and infrastructure visibility.
• Ability to work directly with operations and business stakeholders to deliver practical, maintainable, and supportable platform solutions.

Preferred Qualifications

• ServiceNow certifications, such as Certified System Administrator, Certified Implementation Specialist, Certified Application Developer, or relevant product certifications.
• Experience in data center, managed services, cloud, telecommunications, hosting, colocation, or other high-availability technology operations environments.
• Experience with ServiceNow integrations using Integration Hub, application programming interfaces, middleware, event sources, monitoring tools, or related patterns.
• Experience with Field Service Management, Security Operations, Vulnerability Response, Enterprise Asset Management, Hardware Asset Management, Event Management, Performance Analytics, or platform modernization.

Pay

Annualized salary range offered for this position is estimated to be $155,000 - $170,000. The actual pay range depends on each candidate’s experience, location, and qualifications. Discretionary annual bonus based on personal and company performance.

Benefits

• Medical, Telehealth, Dental, and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program

Benefits are subject to change at the Company's discretion.

Work Location Eligibility

At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment.