Director, ServiceNow Engineering

• Lead the overall development activities of the Service Now Platform.
• Drive core engineering excellence to build, run, and operate the Service Now Platform and core products with high availability, resiliency, and operational insights.
• Develop and execute project plans and timelines.
• Manage budgets with cloud providers and relationships with internal and external partners.
• Collaborate with Service Now Process Owners and Technology Operations teams to understand needs and propose architecture and designs for implementation.
• Make architecture decisions and develop/configure the platform as needed.
• Identify opportunities for software development testing and automation.
• Drive automation using AI and other Service Now automation features while maintaining appropriate testing and code quality checks.
• Coach and mentor platform architects, engineers, and platform product/process owners.
• Hire, coach, and develop engineers; establish expectations and conduct performance reviews.
• Grow team skills and drive platform adoption opportunities.

• 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.
• Ability to break technical requirements into technical components, identify dependencies/complexity, estimate developer effort, and challenge estimates from team partners.
• Experience with JavaScript, Business Rules, Script Includes, Flow Designer, Integration Hub, REST/SOAP APIs, ACLs, UI configurations, debugging, and performance troubleshooting.
• Understanding of how major Service Now products/capabilities interact.
• Strong knowledge of Incident, Problem, Request, Change, Knowledge, Service Operations Workspace, CMDB, and related workflows.
• Understanding of CI relationships, Discovery, Service Mapping, CSDM, identification/reconciliation, and data quality.
• Knowledge of development standards, code reviews, technical governance, release controls, and customization guardrails.
• Ability to recognize poor queries, inefficient scripting, excessive automation, integration bottlenecks, and other platform performance risks.
• Understanding of Now Assist, GenAI capabilities, AI agents, skills, use cases, governance, security, and value realization.
• Knowledge of source control, update sets/app repo, automated testing (APM), CI/CD, cloning, environment strategy, releases, and upgrades.
• Ability to challenge partner designs, estimates, staffing models, and technical recommendations.
• Experience hiring, coaching, and developing engineers; establishing expectations; and conducting performance reviews.
• Clear and effective verbal and written communication skills.
• Ability to resolve problems quickly and lead through ambiguity.
• Demonstrated experience leading people and working with diverse development teams.
• Ownership mindset, problem-solving ability, curiosity, proactivity, and willingness to collaborate.
• Continuous growth mindset and willingness to continue learning through courses and development programs.

Demonstrates extensive expertise in leading Service Now Platform development, including architecture, automation, and team management. Proficient in driving engineering excellence, project execution, and fostering collaboration among diverse teams.

• Service Now Platform Leadership
• JavaScript Development
• Platform Architecture Understanding
• Automation and AI Integration
• Team Coaching and Development

• Java Script
• Business Rules
• Script Includes
• Flow Designer
• Integration Hub
• REST APIs
• SOAP APIs
• CI/CD
• Automated Testing
• Performance Troubleshooting

• Clear Communication
• Problem-Solving
• Ownership Mindset
• Curiosity
• Proactivity

• Bachelor’s Degree in Computer Science

• Incident Management
• Change Management
• Service Operations
• CMDB
• Data Quality
• Technical Governance

• Service Now
• Now Assist
• GenAI
• Source Control
• Update Sets
• Environment Strategy