Lead ServiceNow Platform Engineer

About the role

The Opportunity We are seeking a highly skilled and experienced Lead Software / Platform Engineer to drive the design, development, and optimization of the ServiceNow Platform. This role is critical to shaping platform architecture, ensuring scalability and reliability, and delivering enterprise-grade solutions that support digital transformation initiatives across the organization.

Responsibilities

• Architect, design, and implement scalable, secure, and high-performing ServiceNow solutions across Information Technology Service Management (ITSM), Information Technology Operations Management (ITOM), Human Resources Service Delivery (HRSD), and other platform capabilities.
• Serve as a technical lead for IT Service Management (ITSM) processes including Incident Management, Problem Management, Change Management, Request Fulfillment, and Knowledge Management, ensuring consistent adoption of best practices and platform standards.
• Lead ServiceNow Information Technology Operations Management (ITOM) implementations with deep expertise in Discovery, Event Management, Service Mapping, and health modeling, aligned to Common Service Data Model (CSDM) standards.
• Own the platform Configuration Management Database (CMDB) strategy, including data model design, Discovery patterns, data quality, relationship integrity, and lifecycle governance in accordance with CSDM best practices.
• Collaborate with cross-functional teams to gather requirements, design workflows, and deliver ITSM and ITOM enhancements, automations, and integrations.
• Mentor and guide engineers and developers, fostering a culture of technical excellence, operational stability, and continuous improvement.
• Establish and enforce platform governance, architectural patterns, code quality standards, and operational best practices across ITSM and ITOM solutions.
• Design and implement integrations between ServiceNow and enterprise systems using Application Programming Interfaces (APIs), web services, and middleware technologies.
• Stay current with ServiceNow releases, features, and industry trends to proactively drive innovation and optimization across ITSM and ITOM capabilities.

Requirements

• Bachelor’s or Master’s degree in Computer Science, Engineering, or a related field.
• 10+ years of experience focused on ServiceNow platform engineering and architecture.
• Strong hands-on expertise in Information Technology Service Management (ITSM), including core process design, workflow automation, and operational reporting.
• Proven expertise in Information Technology Operations Management (ITOM) with deep experience in Discovery, Event Management, Service Mapping, and/or CMDB design aligned to the Common Service Data Model (CSDM).
• Deep knowledge of ServiceNow scripting, including JavaScript and Glide Application Programming Interfaces (Glide APIs).
• Strong experience with Flow Designer and IntegrationHub for ITSM and ITOM orchestration and automation.
• Experience working within Agile methodologies and DevOps practices.
• Excellent problem-solving, communication, and technical leadership skills.