Lead ServiceNow Platform Engineer
Listed on 2026-08-01
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IT/Tech
IT Consultant, IT Project Manager, Cloud Computing: Infrastructure & Operations, Systems Engineer
When you join Met Life’s Global Technology team, you’ll be part of a forward-thinking group dedicated to shaping the future of digital solutions for customers worldwide. You’ll develop, maintain and support technology applications and delivery, leveraging AI, automation and contemporary ways of working to enhance experiences and drive business outcomes. Your work will simplify complex processes, improve tech resiliency and ensure high-performing, seamless solutions that power life’s most important moments.
In this dynamic environment, you’ll collaborate with talented peers across teams and functions, expanding your skills in impactful ways. Ready to push boundaries and set new industry standards? Join us and help drive the future of technology forward.
We are seeking a highly skilled and experienced Lead Software / Platform Engineer to drive the design, development and optimization of the Service Now Platform. This role is critical to shaping platform architecture, ensuring scalability and reliability and delivering enterprise-grade solutions that support digital transformation initiatives across the organization. The role requires deep expertise in both Information Technology Service Management (ITSM) and Information Technology Operations Management (ITOM), with a strong emphasis on Discovery and alignment to the Common Service Data Model (CSDM).
Key Responsibilities- Architect, design and implement scalable, secure and high-performing Service Now solutions across Information Technology Service Management (ITSM), Information Technology Operations Management (ITOM), Human Resources Service Delivery (HRSD) and other platform capabilities.
- Serve as a technical lead for IT Service Management (ITSM) processes including Incident Management, Problem Management, Change Management, Request Fulfillment and Knowledge Management ensuring consistent adoption of best practices and platform standard.
- Lead Service Now Information Technology Operations Management (ITOM) implementations with deep expertise in Discovery, Event Management, Service Mapping and health modeling aligned to CSDM standards.
- Own the platform Configuration Management Database (CMDB) strategy including data model design, Discovery patterns, data quality, relationship integrity and lifecycle governance in accordance with CSDM best practices.
- Collaborate with cross functional teams to gather requirements design workflows and deliver ITSM and ITOM enhancements, automations and integrations.
- Mentor and guide engineers and developers fostering a culture of technical excellence operational stability and continuous improvement.
- Establish and enforce platform governance architectural patterns code quality standards and operational best practices across ITSM and ITOM solutions.
- Design and implement integrations between Service Now and enterprise systems using Application Programming Interfaces (APIs) web services and middleware technologies.
- Stay current with Service Now releases features and industry trends to proactively drive innovation and optimisation across ITSM and ITOM capabilities.
- Bachelor’s or Master’s degree in Computer Science, Engineering or a related field.
- 7+ years of experience focused on Service Now platform engineering and architecture.
- Strong hands‑on expertise in Information Technology Service Management (ITSM) including core process design workflow automation and operational reporting.
- Proven expertise in Information Technology Operations Management (ITOM) with deep experience in Discovery Event Management Service Mapping and/or CMDB design aligned to the Common Service Data Model (CSDM).
- Deep knowledge of Service Now scripting including JavaScript and Glide Application Programming Interfaces (Glide APIs).
- Strong experience with Flow Designer and Integration Hub for ITSM and ITOM orchestration and automation.
- Experience working within Agile methodologies and Dev Ops practices.
- Excellent problem solving communication and technical leadership skills.
- Service Now Certified System Administrator (CSA) or Certified Application Developer (CAD).
- Experience with cloud platforms such as…
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