ServiceNow Platform Technology Lead

Pacific Life · Charlotte, NC · 2 mo ago

Information Technology$125k–$153k/yrFull-time

About the role

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

Responsibilities

Platform Operability
- Define and maintain the technical architecture of the ServiceNow platform.
- Design scalable solutions across multiple ServiceNow products and business units.
- Ensure solutions follow platform best practices and minimize customization.
- Provide guidance on data model, integrations, and security architecture.
Solution Design
- Lead architecture and design for complex implementations.
- Review solution designs created by developers.
- Ensure reuse of platform capabilities and avoid duplication.
Development Standards
- Establish and enforce development standards such as:
  - Update set strategy
  - Scoped application structure
  - Naming conventions
  - Integration standards
- Conduct architecture and code reviews.
- Design and develop based on story acceptance criteria.
Integration Operability
- Design integrations between ServiceNow and enterprise systems.
- Define best practices for:
  - REST / SOAP APIs
  - MID Server architecture
  - Event-driven integrations
- Work with middleware teams when needed.
CMDB & Data Strategy
- Ensure proper design and governance of the CMDB and CSDM model.
- Guide teams on service mapping, discovery, and data quality.
- Partner with CMDB team members to define ownership and lifecycle management of configuration items.
Platform Performance & Health
- Monitor instance performance and scalability.
- Identify and reduce technical debt.
- Support upgrade planning and platform modernization.
Delivery Support
- Provide architectural guidance during:
  - Backlog refinement
  - Sprint planning
  - Solution design sessions
- Mentor developers and administrators.
- Support troubleshooting of complex platform issues.

Requirements

8–10+ years in IT
6–10+ years hands-on with ServiceNow
Experience implementing multiple ServiceNow modules across an enterprise
Experience leading architecture for medium to large implementations

Qualifications

Technical Expertise
- ServiceNow platform architecture
- ITSM best practices
- CMDB / CSDM
- Integration design
- Flow Designer / Automation
- Scoped applications
- Instance performance optimization
- Security and access design
Certifications
- ServiceNow Certified System Administrator
- ServiceNow Certified Application Developer
What Makes You Stand Out
- ServiceNow Certified Implementation Specialist – ITSM
- ServiceNow Certified Technical Architect (or working toward it)

Skills

Platform governance
Technical leadership
Solution design
Stakeholder communication
Problem solving
Platform optimization

Pay

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$125,100.00 - $152,900.00

Benefits

Your benefits start Day 1. Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs.

Prioritization of your health and well-being including:
- Medical, Dental, Vision
- Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents
Generous paid time off options including:
- Paid Time Off
- Holiday Schedules
- Financial Planning Time Off
Paid Parental Leave as well as an Adoption Assistance Program
Competitive 401k savings plan with company match and an additional contribution regardless of participation