ServiceNow Principal Platform Engineer

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 the successful implementation of projects. This role diagnoses problems and provides recommendations for the improvement of existing and new systems. This role serves as the technical owner for assigned enterprise platforms, accountable for platform architecture, configuration, performance optimization, integrations, and long-term platform strategy.

Responsibilities

• Serves as a technical resource for multiple components of the enterprise platforms to help identify the best technical solutions.
• Troubleshoot platform problems within assigned areas, providing fault isolation and resolution that may be complicated by technology interdependencies.
• 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 for appropriate use of technology, ensuring the efficient use of resources and smooth transition into production.
• Create and maintain architecture diagrams, technical documentation, and solution blueprints.
• Participate in governance reviews and provide technical sign-off on major platform changes.
• Stays current with platform releases and recommend adoption of new features and capabilities.
• Leads efforts to maintain accurate system documentation and configuration records.
• 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.
• Champions' adoption of modern engineering methodologies, frameworks, and tools across teams and projects.
• Maintain Application to Server Mappings by creating the necessary governance, processes, and driving data requirements across all service owners.
• Collaborate with business stakeholders to define and collect necessary Configuration Item (CI) attributes and relationship information.
• Leads the technical security of the platform, monitoring and managing the configuration items, managing access controls/operating systems/ databases (CMDB), configuring MID servers, and taking proactive measures against potential cyber threats.
• Enforces defined security protocols, manages access controls, ensures compliance with security standards, and assists in the handling of security incidents.
• Manages the operational relationships with technology suppliers to ensure potential disputes or conflicts are raised and resolved.
• Contributes technical elements of RFPs/RFIs and supports contract terms and SLAs negotiations.
• Manages suppliers to meet key performance indicators.
• Oversees the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy and architecture standards.
• Guide development teams on implementation best practices and ensure adherence to architectural standards.
• Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
• Lead platform upgrades, new module rollouts, and performance optimization efforts.
• Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
• Reviews solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validates adherence to strategy