ServiceNow Engineering Lead

Title:
Service Now Engineering Lead

Location:
Jacksonville, FL / onsite
Direct Hire

Salary: $120k + 10% bonus + benefits

• We are seeking a Service Now Engineering Lead to own and evolve a mission‑critical specialty claims platform built on top of Service Now.
• This role is designed for an engineering lead with deep platform, integration, and data experience, not a traditional Service Now administrator.
• The claims platform is heavily customized and supports high‑volume transactional processing, complex workflows, and deep integrations across policy administration, financial systems, and enterprise data platforms.
• Service Now CSM, App Engine, and Integration Hub are used as development and orchestration tools, not out‑of‑the‑box solutions.
• The role partners closely with product management and business leaders on roadmap and backlog and leads delivery through a combination of internal engineers and a Software Integrator (SI).

• Own the end‑to‑end architecture of a highly customized Service Now‑based claims platform supporting specialty insurance programs.
• Lead the design and evolution of claims data models, workflows, and automation, ensuring scalability, maintainability, and transaction integrity.
• Use Service Now CSM and App Engine as an extensible platform to implement complex, non‑standard claims capabilities.
• Establish and enforce engineering standards, customization guidelines, and architectural patterns across the platform.
• Make architectural tradeoffs balancing customization, performance, maintainability, and long‑term platform health in a regulated environment.

• Act as a hands‑on engineering lead capable of authoring, reviewing, and governing custom Service Now code (JavaScript, Script Includes, Business Rules, UI logic).
• Review and approve technical designs, ensuring consistency with platform standards and architectural vision.
• Drive reuse through shared components, frameworks, and patterns rather than one‑off implementations.
• Own enterprise integrations using Service Now Integration Hub, including custom actions and orchestration flows.
• Design and govern both real‑time transactional integrations and batch‑based data pipelines.
• Lead integration with:
  • Policy administration systems
  • Financial and accounting platforms
  • Enterprise data warehouse and analytics platforms
• Ensure integrations meet expectations for transaction integrity, auditability, and operational resilience common in financial services platforms.
• Apply strong understanding of enterprise integration patterns, including:
  • Event‑driven architectures
  • Synchronous vs. asynchronous processing
  • Data consistency and reliability strategies across distributed systems

• Own the Service Now SDLC, including environment strategy, release management, testing, and deployment practices.
• Define and operate the production support model for a mission‑critical claims platform.
• Partner with operations, Dev Ops, and infrastructure teams on monitoring, incident response, root cause analysis, and continuous improvement.
• Ensure platform reliability, availability, performance, and operational readiness at scale.

• 6+ years of software engineering experience, including hands‑on platform or enterprise system development.
• Proven experience leading heavily customized Service Now environments with extensive scripted solutions.
• Demonstrated experience delivering custom‑built platforms on top of Service Now, using CSM, App Engine, and Integration Hub as implementation tools.
• Strong experience designing and operating enterprise integration patterns, including event‑driven systems, synchronous APIs, batch data pipelines, and distributed data consistency.
• Experience owning platform SDLC, production support, and technical standards.
• Strong communication skills and the ability to lead both engineers and integrator teams.
• Financial services experience strongly preferred