Principal Platform Engineer - Middleware

About the role

The Principal Platform Engineer plays a critical role in ensuring the stability, scalability, and continuous improvement of our enterprise service-management capabilities. This role supports, coordinates, and manages IT Service Management platforms and collaborates with other IT teams to ensure successful project implementation.

Responsibilities

• Serves as a technical resource for multiple components of the enterprise platforms to help identify the best technical solutions.
• Troubleshoot platform issues within assigned areas, isolating and resolving faults that technology interdependencies may complicate.
• Design scalable, maintainable, and secure solutions across multiple platform modules (e.g., ITSM, ITOM, HRSD, SecOps, GRC, CSM).
• Evaluates and implements new platform capabilities, plugins, and integrations to support evolving business needs.
• Defines and enforces platform governance, including data model design, naming conventions, and development standards.
• Owns and governs the lifecycle of mission-critical software products and services.
• Aligns project execution with strategic business goals, ensuring enterprise architecture compliance and effective application of change, release, risk, and quality management practices.
• Establishes and optimizes robust support processes, leveraging advanced tools to analyze and resolve complex technical issues, monitor system health, and produce actionable operational insights.
• Ensures systems remain resilient, performant, and maintainable.
• Reviews and approves platform enhancements to ensure appropriate technology use, optimize resource utilization, and facilitate a smooth transition to production.
• Create and maintain architecture diagrams, technical documentation, and solution blueprints.
• Participate in governance reviews and provide technical sign-off on major platform changes.
• Stay current with platform releases and recommend adoption of new features and capabilities.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Conducts audits to ensure compliance with established software configuration management and governance standards.
• Directs software quality assurance and risk management initiatives.
• Conducts in-depth safety assessments, identifies software-related risks, and drives implementation of preventive and corrective actions.
• Serves as a technical thought leader and mentor within the engineering organization.
• Stays at the forefront of emerging software trends and technologies and cultivates a culture of continuous innovation and technical excellence.
• Champions' adoption of modern engineering methodologies, frameworks, and tools across teams and projects.

Qualifications

• Education: Bachelor’s degree and a minimum of 10 years of relevant experience. An equivalent combination of education and experience may be considered in lieu of a degree.
• Certification(s): Requires at least multiple certifications in the current platform/domain/technical skill. Possible certifications could be, but are not limited to: Relevant Certifications Implementation Specialist Certifications (ITSM, CSM, HRSD, ITOM, SAM, HAM, Performance Analytics, Risk and Compliance) Certified System Administrator (CSA) Certified Application Developer (CAD) Certified Master Architect (CMA) Certified Technical Architect (CTA) Certified Application Specialist (CAS Certified Implementation Specialist – Data Foundations (CMDB and CSDM) (CIS-DF (CMDB and CSDM) Technical Skills Proven experience as an enterprise platform architect with a focus on CMDB and CSDM.
• Deep understanding of ITIL, configuration management, and enterprise architecture principles.
• Hands-on experience with ServiceNow Discovery, Service Mapping, and Integration Hub / Event Management.
• Strong hands-on experience with core enterprise platform capabilities, including ITSM, ITOM, CMDB, CSM, HRSD, Enterprise Architecture, SecOps, GRC, and SPM.
• REST/SOAP APIs, MID Server configuration, Integration Hub spokes.
• Experience integrating with tools like Azure, AWS, Jira, SCCM, Dynatrace, and Splunk.
• Experience developing platform logic and automation using scripting languages (e.g., JavaScript, Glide API), server‑side and client‑side APIs, reusable code modules, business rules, UI logic, and configuration policies.
• Flow Designer, Workflow Editor, and Integration Hub.
• Experience designing and building custom applications using enterprise development frameworks, platform tooling, and configuration environments.
• Strong knowledge of CI class modeling, relationship mapping, and data normalization.
• Familiarity with ATF (Automated Test Framework), Update Sets, and Source Control Integration.
• Experience with DevOps pipelines and Agile methodologies.
• Role-based access control (RBAC), ACLs, and data security best practices.
• Platform performance tuning and governance frameworks.
• Knowledge of ITIL v4, Agile/Scrum, and enterprise architecture frameworks (TOGAF, Zachman).
• Experience with Performance Analytics, Virtual Agent, and Predictive Intelligence is a plus.
• Ability to translate business requirements into technical solutions.
• Excellent communication, documentation, and stakeholder management skills.
• Advanced active listening, attention to detail, customer service, prioritization, and problem-solving skills.
• Advanced expertise in identifying and analyzing risks and developing effective mitigation strategies.
• Expert technical knowledge and a diverse skillset to understand various technologies, systems, and potential risks.
• Advanced critical thinking, problem-solving, and decision-making skills.
• Expert in interpersonal, verbal, and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
• Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.
• Extensive hands-on experience with related tools.
• Expert experience working under pressure and meeting deadlines individually and collaboratively.