Cloud Operations​/ServiceNow SmartApps​/Manager Software Engineering

Job Description

• Administer, maintain, and support the Service Now platform, ensuring high availability, stability, and optimal performance across all environments.
• Manage platform upgrades, patches, cloning activities, instance health, and environment synchronization in accordance with organizational standards.
• Configure and maintain Service Now platform components, including users, groups, roles, access controls, integrations, MID Servers, and system properties.
• Monitor platform performance, troubleshoot infrastructure-related issues, and implement corrective actions to ensure service reliability.
• Coordinate platform maintenance, change management, release deployments, and disaster recovery activities while minimizing business impact.
• Support Service Now ITSM modules and platform operations, ensuring compliance with governance, security, and best practices.
• Collaborate with infrastructure, cloud, network, security, and application teams to support integrations and enterprise platform initiatives.
• Develop and maintain technical documentation, operational procedures, runbooks, and platform standards.
• Perform platform administration activities such as instance provisioning, certificate management, integration support, and system configuration.
• Design, develop, and maintain Service Now workflows, business rules, client scripts, Script Includes, UI Policies, Flow Designer, and REST/SOAP integrations as required (approximately 20% of the role).
• Participate in incident management, root cause analysis, problem management, and continuous improvement initiatives to enhance platform reliability.
• Provide technical guidance and mentorship on Service Now platform administration, automation, and development best practices.

• Administer, maintain, and support the Service Now platform, ensuring high availability, stability, and optimal performance across all environments.
• Manage platform upgrades, patches, cloning activities, instance health, and environment synchronization in accordance with organizational standards.
• Configure and maintain Service Now platform components, including users, groups, roles, access controls, integrations, MID Servers, and system properties.
• Monitor platform performance, troubleshoot infrastructure-related issues, and implement corrective actions to ensure service reliability.
• Coordinate platform maintenance, change management, release deployments, and disaster recovery activities while minimizing business impact.
• Support Service Now ITSM modules and platform operations, ensuring compliance with governance, security, and best practices.
• Collaborate with infrastructure, cloud, network, security, and application teams to support integrations and enterprise platform initiatives.
• Develop and maintain technical documentation, operational procedures, runbooks, and platform standards.
• Perform platform administration activities such as instance provisioning, certificate management, integration support, and system configuration.
• Design, develop, and maintain Service Now workflows, business rules, client scripts, Script Includes, UI Policies, Flow Designer, and REST/SOAP integrations as required (approximately 20% of the role).
• Automate routine operational tasks using JavaScript, Service Now scripting, REST APIs, and integration technologies to improve operational efficiency.
• Participate in incident management, root cause analysis, problem management, and continuous improvement initiatives to enhance platform reliability.
• Provide technical guidance and mentorship on Service Now platform administration, automation, and development best practices.

• Bachelor's degree in a relevant field (i.e., Computer Science) or equivalent combination of education and experience
• Typically, 7+ years of relevant work experience in industry, with a minimum of 3 years in a similar role years of experience in software engineering
• Experience in a managerial role, overseeing teams and/or projects
• Proficiency in 1 or more software languages and development methodologies
• Strong programming and debugging skills
• Strong communication and team leadership skills
• Ability to manage software projects and resources effectively

• Advanced degree in a related field is a plus
• Relevant certifications or training a plus

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