Lead Specialty Software Engineer - ServiceNow WSD

About this role:

The Chief Operating Office Technology (COO Tech) organization, provides technology services for the Chief Operating Office. This includes operations, control executives, strategic execution, business continuity and resiliency, data solutions and services, regulatory relations, customer experience, enterprise shared services, supply chain management, and the corporate properties group. COO Technology provides technology solutions and manages application portfolios for these groups to support modernization and optimization.

CAO Technology is the dedicated technology team supporting Corporate Properties, Corporate Security, Supply Chain Management, Enterprise Resiliency, Privacy, CAO Data and Insights technology needs.

Within COO Technology we are seeking an experienced technology product and systems professional to support the Workplace Service Delivery (WSD) platform and associated workplace technology initiatives. This role serves as a key liaison between platform architects, business stakeholders, technology teams, operations, and vendors to drive product strategy, roadmap execution, process optimization, requirements management, testing, and production  this role, you will:

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 team to achieve objectives

Partner with production support and platform engineering teams effectively

Required Qualifications:

5+ years of Specialty Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education4+ years of hands-on Service Now development and implementation experience

Desired

Qualifications:

Advanced oral, written and presentation communications including the ability to present technical information in a way that non-technical audiences will understand

Advanced problem solving and technical troubleshooting capabilities

Strong analytical skills and ability to solve complex technical problems

Strong consulting, leadership, and communication skills, with ability to influence stakeholders, support global/hybrid teams, and effectively translate complex technical concepts for business audiences.

Service Now Certified System Administrator (CSA), Service Now Certified Application Developer (CAD) and/or Service Now Certified Implementation Specialist in Workplace Services Delivery or related modules

Hands-on experience with Service Now, preferably Workplace Service Delivery (WSD), Workplace Reservations, Space Management, Employee Service Management, or related modules.

Strong understanding of Service Now platform capabilities, workflows, business rules, integrations, reporting, and configuration management.

Experience supporting SaaS and enterprise applications through implementation, enhancement, and operational support life cycles.

Knowledge of operational dashboards, reporting, and adoption metrics.

Experience supporting large-scale enterprise technology deployments.

Proven experience with…