Director, ServiceNow Engineering; R

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Director, Service Now Engineering (hands-on) is responsible for leading the overall development activities of the Service Now Platform. The leader needs enough technical depth to challenge designs, estimate work, make architecture decisions and develop/configure as needed. Along with leading a team of highly skilled engineers.

The Director, Service Now Engineering will work with various Service Now Process Owners and Technology Operations teams to understand their needs and propose appropriate architecture/design for implementation. As the leader of the team, this role will work with the team to grow their skills, drive opportunities of platform adoption, and focus on engineering excellence.

• Drive Core Engineering Excellence to ensure we build, run and operate the Service Now Platform and core products with high Availability, Resiliency and operational insights.
• Develop and execute on project plan and timelines, manage budgets with our cloud provides and manage the relationships with internal and external partners.
• Collaborate with various stakeholders to understand their needs and propose appropriate architecture/design for implementation.
• Identify areas for growth with a focus on software development testing and automation.
• Drive automation with AI and other Service Now automation features while ensuring the right levels of testing and code quality checks are in place.
• Serve as a coach and mentor to platform architects, engineers, and platform product/process owners.
• Bachelor’s degree in Computer Science or related fields.
• Minimum of 8 years of leadership experience on the Service Now Platform.
• Understand platform architecture, data models, tables, relationships, scoped applications, integrations, security, upgrade implications, and platform limits.
• The ability to break technical requirements into technical components, identify dependencies/complexity, estimate developer effort, and challenge estimates from the team partners.
• JavaScript, Business Rules, Script Includes, Flow Designer, Integration Hub, REST/SOAP APIs, ACLs, UI configurations, debugging and performance trouble shooting.
• Understanding how major products/capabilities interact (not necessarily be the SME for every module).
• Strong knowledge of Incident, Problem, Request, Change, Knowledge, Service Operations Workspace, CMDB and related workflows.
• Understand CI relationships, Discovery, Service Mapping, CSDM, identification/reconciliation, and data quality.
• Establish development standards, code reviews, technical governance, release controls and guardrails to prevent unnecessary customization.
• Recognize poor queries, inefficient scripting, excessive automation, integration bottlenecks and other platform performance risks.
• Understand Now Assist, GenAI capabilities, AI agents, skills, use cases, governance, security, and value realization.
• Source control, update sets/app repo, automated testing (APM), CI/CD, cloning, environment strategy, release, and upgrades.
• Challenge partner designs, estimates, staffing models, and technical recommendations rather than rely on vendors for technical direction.
• Hire, coach and develop engineers; establish expectations; conduct performance reviews.
• Demonstrate clear and effective verbal and written communication skills with all levels of staff.
• Abi…