Senior ServiceNow Platform Engineer

Design, develop, and operate enterprise service management capabilities that support essential business workflows. The senior engineer is responsible for platform reliability, configuration, governance, and technical direction, while advancing automation, AI-enabled workflows, and knowledge management. The work includes hands-on engineering as well as backlog ownership, documentation, and regular reporting to IT leadership.

• Configure and support platform workflows, automations, integrations, and service management capabilities.
• Investigate complex platform problems, perform root-cause analysis, and support major releases, incidents, and broad changes.
• Develop automation and AI agent capabilities that reduce manual work and expand self-service.
• Maintain knowledge articles and operating procedures covering standards, governance, and recommended practices.
• Conduct routine maintenance and review access, security, and configuration controls.
• Manage the team’s ticket queue against service targets, prioritize the Agile backlog, and report platform metrics to IT management.
• Coordinate with administrators, developers, and IT and SaaS stakeholders on workflows and platform direction.

• At least seven years of advanced platform development, including Flow Designer, Integration Hub, APIs, OAuth, service catalog, Virtual Agent, knowledge management, scoped applications, and scripting.
• At least seven years troubleshooting complex issues and conducting root-cause analysis.
• Five or more years in technical leadership and governance, including mentoring, design or code reviews, and maintaining standards and procedures.
• Experience communicating complex platform concepts clearly to technical and business audiences.
• Experience managing an Agile backlog and service ticket queue against SLAs; the listing specifies three to five years in this area.
• At least one year with AI agent workflows, Claude development tools, and governed MCP integrations, including access controls.
• At least three years with hardware asset management, employee service portals, AI assistance, and operations work spaces.
• At least one year working with Jira, Jira Service Management, or Confluence.

• Experience as a platform owner, lead engineer, or architect, including roadmap and technical debt planning.
• Platform administrator or developer certifications, with advanced credentials preferred.
• Familiarity with enterprise AI assistant governance, Atlassian administration, security, and compliance.

• Listed base salary range: $141,500–$203,500 USD. The role may also include incentive pay, equity, and a benefits package.