Lead Specialty Software Engineer – ServiceNow WSD

• Serve as the end-to-end owner for assigned WSD capabilities, ensuring alignment between business objectives, technology strategy, and execution
• Demonstrate strong technical acumen to effectively partner with engineering, architecture, infrastructure, security, and vendor teams
• Proactively identify delivery, technical, operational, and dependency risks before they impact project timelines or business operations
• Maintain clear visibility into application health, production issues, integration performance, technical debt, and upcoming platform changes
• Drive resolution of complex technical and business challenges by facilitating collaboration across multiple teams
• Provide leadership during incidents, production support events, and major releases, including issue triage, root-cause analysis, prioritization, and communication
• Partner with engineering teams to translate business requirements into scalable, supportable, and secure technical solutions
• Ensure quality through active participation in solution reviews, test planning, validation activities, release readiness assessments, and post-implementation reviews
• Continuously monitor industry trends, Service Now platform capabilities, and emerging technologies to identify opportunities for innovation and platform optimization
• Proactively look ahead to roadmap commitments, capacity constraints, dependency risks, compliance requirements, and future business needs rather than reacting to issues after they occur
• Develop and maintain strong relationships with product owners, business stakeholders, technology teams, operations partners, and vendors to ensure successful delivery outcomes
• Champion operational excellence through data-driven decision-making, service metrics, adoption monitoring, and continuous improvement initiatives
• Act as a strategic advisor and product visionary, helping shape future WSD capabilities and workplace technology initiatives while ensuring current operational stability
• Mentor less experienced software engineers
• Collaborate and influence all levels of professionals including managers
• Lead teams to achieve objectives
• Partner with production support and platform engineering teams effectively

• 5+ years of Specialty Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of hands-on Service Now development and implementation experience

Demonstrates expertise in Service Now development and implementation, with a strong focus on aligning technology strategy with business objectives. Capable of leading cross-functional teams, managing complex technical challenges, and driving operational excellence through data-driven decision-making.

• Service Now Development
• Specialty Software Engineering
• Technical Acumen
• Risk Management
• Leadership During Incidents

• Software Engineering
• Service Now Implementation
• Root-Cause Analysis
• Test Planning
• Integration Performance Monitoring

• Collaboration
• Mentoring
• Communication
• Influencing
• Problem-Solving

• Technical Debt
• Application Health
• Production Support
• Continuous Improvement
• Vendor Management

• Service Now
• Data-Driven Decision-Making
• Operational Metrics