ServiceNow Platform Engineer

About the role

This is a high-impact role that sits at the intersection of operations, automation, digital transformation and operational excellence. The ideal candidate will manage and scale a talented team of ServiceNow analysts, engineers and specialists while positioning the platform as a strategic enabler for partner teams across the enterprise.

Responsibilities

• Enable Production Operations teams through ideal and out of the box workflows for Incident, Problem, Change, Request, and Knowledge Management

• Reduce response times and manual triage by integrating observability, logging and alerting platforms (Ex: BigPanda, OpsRamp, Elastic, Datadog, grafana, etc) into automated incident creation and enrichment workflows

• Provide support managers with role-specific dashboards for SLA adherence, outage impact, post-incident reviews, and change performance analytics

• Drive root cause transparency through structured After-Action Review templates, automated incident-to-knowledge conversion, and trend visualization

• Provide architecture and engineering teams with a governed, extensible platform for business service modeling, data normalization, and shared system-of-record usage

• Align ServiceNow with enterprise data architecture by maintaining well-modeled CMDB constructs and supporting dynamic service maps and relationship visualizations

• Deliver telemetry and performance KPIs for architectural analysis, including service stability, request friction points, and fulfillment efficiency metrics

• Enable AppDev teams through self-service intake, standardized infrastructure request catalogs, and approval routing for DevSecOps processes

• Integrate with GitHub, Jenkins, Azure and AWS to automate infra changes, deployment approvals, and rollbacks

• Reduce administrative overhead by offering prebuilt fulfillment automations for DNS, firewall, storage, and developer tooling provisioning

• Collaborate with platform engineers to publish DevOps dashboards integrating release events, incident patterns, and CI performance metrics

• Provide IAM Ops and IAM Engineering with secure, auditable access request workflows through ServiceNow catalog and Flow Designer

• Integrate ServiceNow with identity providers to synchronize lifecycle events such as provisioning, deactivation, certification, etc.

• Empower access reviewers with entitlement visibility, approvals, audit logs, and change histories

• Enforce least-privilege models, RBAC/ACL configurations, and role-scoped approvals to support both operational access and audit compliance

• Collaborate with HR teams to scale HRSD capabilities for onboarding, offboarding, case management, document workflows, and sensitive data handling

• Integrate with Workday and internal systems for seamless lifecycle event triggers and role-based task assignments

• Build and maintain the Employee Center experience, unifying cross-departmental services under a branded, personalized self-service experience

• Enable HR partners with dashboards to monitor case volume trends, and sentiment feedback across service areas

• Ensure proper protection of PII and other sensitive HR data through scoped apps, ACLs, encryption, and retention enforcement

• Equip Cyber and GRC teams with automation pipelines, policy attestation workflows, and operational risk tracking using native GRC modules or integrated solutions

• Ingest endpoint telemetry, vulnerability feeds, and access alerts into ServiceNow for risk enrichment and event correlation

• Deliver PCI and PII compliant controls for all data flows within ServiceNow, including access reviews, encryption, role scoping, and audit logging

• Provide real-time visibility into platform access, role assignments, configuration changes, and audit trails for internal and external compliance teams

• Serve as the enterprise enabler of CMDB strategy by delivering a reliable, normalized, and automatically maintained configuration database

• Deploy and govern Discovery schedules and MID Server architecture in partnership with infrastructure teams to maintain accurate infrastructure and network topology

• Implement dynamic Service Mapping, ensuring alignment between technical infrastructure and business services

• Support Production Operations, Change Management, and Incident Response by integrating CMDB with alerting, impact analysis, and root cause automation workflows

• Maintain CI lifecycle governance policies including data certification, reconciliation, relationship integrity, and class modeling to ensure CMDB becomes a source of operational truth

• Provide service owners and application leads with visualized service maps, relationship health monitoring, and data quality dashboards

• Partner with Procurement, Finance, and Engineering to scale ServiceNow's ITAM capabilities across hardware, software, and cloud assets

• Integrate ServiceNow with inventory systems, endpoint management platforms, and cloud discovery sources to enable full lifecycle visibility

• Automate PO ingestion, contract mapping, and reclamation workflows to drive down shelfware, over-licensing, and underutilization

• Enable cost optimization and renewal forecasting through dashboards and reports highlighting compliance gaps, renewal timing, and usage trends

• Collaborate with Cloud and FinOps teams to track cloud resource inventory, link to services in CMDB, and associate consumption to asset and business context

• Influence internal strategy by providing feedback on the evolving ServiceNow AI roadmap, use-case viability, and internal deployment timelines

• Lead the education and development of ServiceNow talent for analysts, engineers, and architects through structured skill growth frameworks

• Support citizen development within safe guardrails, enabling business users to build without risking platform integrity or compliance

• Facilitate organization-wide ServiceNow enablement sessions and maintain strategic platform documentation to increase transparency and adoption

Qualifications

• Bachelor's degree in computer science, Information Systems, Engineering, or a related field; Master's preferred

• 10+ years of enterprise IT experience, including 5+ years in direct ServiceNow leadership with cross-functional delivery responsibility

• Deep hands-on experience with ITSM, CMDB, ITOM, HRSD, SAM, IntegrationHub, and AI-powered workflows

• Demonstrated success in regulated environments with fluency in PCI, SOX, GDPR, and secure data handling (PII, entitlements, encryption)

• Experience managing multidisciplinary teams and building stakeholder relationships across operations, business, and compliance domains

• Mastery of ServiceNow modules including ITSM, ITOM (Discovery, Service Mapping), SAM, HRSD, App Engine Studio, and CMDB

• Proficient in client/server scripting (JavaScript, Glide APIs), IntegrationHub, Virtual Agent, Flow Designer, and scoped app design

• Experience with API-based integration using REST/SOAP, OAuth 2.0, SAML, and MID Server configuration

• Familiarity with Git-based CI/CD pipelines, automated testing frameworks (ATF), observability pipelines, and software inventory tools

• Strong working knowledge of configuration item lifecycle, license reconciliation logic, entitlement models, and operational analytics

• Proven people leader capable of scaling platform delivery while nurturing a collaborative, growth-minded team culture

• Exceptional communication and organizational alignment skills across Engineering, Security, Risk, HR, and Business

• Adept at influencing without authority, negotiating trade-offs, and translating platform metrics into executive-ready insights

• Committed to excellence in execution, strategic prioritization, and relationship-based leadership

• Nice to have:

  • ServiceNow certifications: CSA, CAD, CIS-ITSM, CIS-Discovery, CIS-SAM, CIS-HRSD

  • ITIL v4 and / or TOGAF certification

  • Experience with Strategic Portfolio Management (SPM), GRC, or Performance Analytics

  • Advanced background in enterprise AI adoption or LLM integration strategy

  • Familiarity with cloud-native architecture, data lakes, and distributed event pipelines

Education, Coaching, and Organizational Enablement

• Lead the education and development of ServiceNow talent for analysts, engineers, and architects through structured skill growth frameworks

• Support citizen development within safe guardrails, enabling business users to build without risking platform integrity or compliance

• Facilitate organization-wide ServiceNow enablement sessions and maintain strategic platform documentation to increase transparency and adoption