ServiceNow Platform Engineer

This is a hands-on individual-contributor role responsible for designing, configuring, developing, integrating, testing, deploying, and supporting Service Now solutions in a data center and infrastructure-heavy environment. The Service Now Engineer will own assigned platform work from requirement through production support and will work closely with platform owners, process owners, engineers, operations teams, and business stakeholders. Primary focus areas include Information Technology Service Management, Information Technology Operations Management, Configuration Management Database, Common Service Data Model, Discovery, Service Mapping, integrations, automation, operational workflows, reporting, and platform health.

• Design, configure, develop, test, deploy, troubleshoot, and support Service Now capabilities using native platform features, configuration, and low-code automation as the default; use custom code only when a clear requirement cannot reasonably be met through standard capabilities.
• Improve and support workflows for incident, major incident, problem, change, request, service catalog, knowledge, approvals, service levels, notifications, and operational tasks.
• Build and maintain Configuration Management Database and Common Service Data Model capabilities, including class structure, relationships, service models, ownership, lifecycle, reconciliation, identification rules, and data quality controls.
• Configure and support Information Technology Operations Management capabilities, including Discovery, Service Mapping, MID Servers, Event Management, infrastructure visibility, and service health.
• Develop and support integrations using Integration Hub, application programming interfaces, enterprise middleware, event sources, and standard integration patterns; diagnose failures and maintain reliable data exchange between Service Now and operational systems.
• Partner with infrastructure, data center operations, security, service desk, process owners, and business stakeholders to translate requirements into practical, maintainable Service Now solutions and challenge requirements that create unnecessary customization or platform complexity.
• Troubleshoot defects and production issues; participate in peer design and code/configuration reviews; support testing, releases, documentation, dashboards, operational reporting, platform upgrades, and reduction of technical debt.

• Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent technical education and experience.
• 4+ years of hands-on Service Now platform experience across configuration, development, enhancement, integration, administration, implementation, or production support. Senior-level candidates should demonstrate broader technical depth and independent ownership of complex solutions.
• 3+ years of hands-on Service Now Information Technology Service Management experience across incident, problem, change, request, service catalog, knowledge, approvals, service levels, and related workflows.
• Hands-on Service Now engineering experience using capabilities such as Flow Designer, Business Rules, Script Includes, Client Scripts, UI Policies, access controls, JavaScript, Integration Hub, and application programming interfaces, with sound judgment about when configuration is preferable to code.
• Hands-on experience with Configuration Management Database and Common Service Data Model, plus working knowledge of Discovery, Service Mapping, MID Servers, or other Information Technology Operations Management capabilities.
• Ability to work independently on assigned engineering work, troubleshoot complex issues, document solutions, estimate effort, participate…