Software Engineer 4 - ServiceNow Platform Health Engineering

Locations: Charlotte, NC | Minneapolis, MN | Irving (Las Colinas), TX

Work Arrangement: Hybrid (3 days onsite per week)

Duration: 12-Month Contract

About the role

We are seeking an experienced Software Engineer 4 to join a newly established ServiceNow Platform Health Engineering team responsible for improving the stability, scalability, automation, and governance of the enterprise ServiceNow platform. This role combines platform engineering, automation development, ServiceNow administration, and continuous improvement initiatives. The engineer will help support and optimize operational processes while identifying and implementing automation solutions that reduce manual effort and improve the overall effectiveness of the ServiceNow ecosystem. The ideal candidate will possess strong ServiceNow platform architecture knowledge, experience developing automation solutions, and a passion for improving platform operations through innovation, AI, and engineering best practices.

Responsibilities

• Design, develop, and maintain ServiceNow solutions utilizing platform development best practices.
• Identify manual operational processes and develop automation solutions to improve efficiency and reduce administrative effort.
• Build integrations within ServiceNow to support automated workflows and platform operations.
• Develop automations leveraging observability and monitoring platforms.
• Define and execute automation roadmaps that improve platform health and operational effectiveness.
• Support the overall stability, reliability, and operational health of the ServiceNow platform.
• Participate in platform engineering initiatives including:
  • Plugin implementations
  • Platform enhancements
  • Code reviews
  • Platform maintenance activities
• Contribute to governance processes and platform improvement initiatives.
• Support ServiceNow upgrades, patching activities, and platform lifecycle management.
• Support fulfillment of platform administration requests currently managed through Jira, including:
  • Non-production environment access requests
  • Group creation requests
  • Entitlement and permission requests
  • Other platform administrative functions
• Evaluate existing workflows and recommend scalable automation opportunities.
• Balance day-to-day operational support with long-term process improvement initiatives.
• Evaluate and implement ServiceNow native AI capabilities and AI agents.
• Identify opportunities to leverage AI for:
  • Incident remediation support
  • Historical incident and change analysis
  • Operational efficiency improvements
  • Platform health monitoring
• Partner with engineering teams to implement innovative platform solutions.
• Work within a collaborative Kanban delivery model.
• Communicate project status, risks, and progress effectively through Jira and stakeholder updates.
• Partner closely with ServiceNow production support teams to improve tooling, automation, and operational effectiveness.
• Contribute to a highly collaborative, solution-oriented engineering culture.

Requirements

• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• 5+ years of ServiceNow platform engineering, development, and administration experience.
• Strong understanding of ServiceNow platform architecture and shared platform services.
• Hands-on experience developing solutions and automations within ServiceNow.
• Experience building integrations using REST APIs and other integration technologies.
• Experience conducting code reviews and adhering to development best practices.
• Experience identifying and automating manual operational processes.
• Experience working in Agile or Kanban delivery environments using Jira.
• Strong written and verbal communication skills.
• Ability to balance operational support responsibilities with continuous improvement initiatives.

Qualifications

• Active ServiceNow Certified System Administrator (CSA)
• Active ServiceNow Certified Application Developer (CAD)

Preferred Qualifications

• Experience with ServiceNow AI capabilities, AI Agents, or Generative AI features.
• Experience supporting enterprise-scale ServiceNow platform engineering organizations.
• Experience with observability, monitoring, and operational tooling.
• Experience supporting ServiceNow upgrades, patching, and platform governance initiatives.
• Familiarity with IAM technologies and identity governance platforms.
• Exposure to SailPoint or large-scale IAM modernization initiatives.
• Experience interacting with ServiceNow support and vendor teams.
• Familiarity with shared services or platform engineering operating models.

What Success Looks Like

The successful candidate will be able to:

• Analyze manual operational processes and design automation strategies to eliminate inefficiencies.
• Improve platform health and operational effectiveness through engineering solutions.
• Partner with support teams to make ServiceNow operations more scalable and reliable.
• Leverage ServiceNow AI capabilities to enhance incident response and operational workflows.
• Drive continuous improvement while maintaining day-to-day platform support responsibilities.

Key Differentiators From a Traditional ServiceNow Developer Role

• Focuses on platform engineering and automation, not module-specific development.
• Responsible for improving the overall ServiceNow ecosystem rather than supporting a single business process.
• Significant opportunity to influence and define automation strategy.
• Heavy emphasis on AI, operational excellence, and platform health initiatives.
• Partners with production support teams rather than acting as primary production support.

Benefits

• Supplemental benefits including medical, dental, vision, life, and disability insurance plans.
• Employee Stock Purchase Program (ESPP).
• 401K program with company match after 12 months of tenure.
• Health Savings Account (HSA) on the HDHP plan.
• SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions.
• Corporate discount savings program and other discounts.
• On-demand training program.
• Access to certification prep and a library of technical and leadership courses/books/seminars after 6+ months of tenure.
• Certification discounts and perks to associations including CompTIA and IIBA.
• Dedicated customer service team for consultants.
• Certified Career Coach.