Lead ServiceNow Engineer

Alpharetta, Georgia;
Birmingham, Alabama;
Chicago, Illinois;
Dallas, Texas;
Downers Grove, Illinois;
Jacksonville, Florida

Kemper is one of the nation’s leading specialized insurers. Our success is a direct reflection of the talented and diverse people who make a positive difference in the lives of our customers every day. We believe a high-performing culture, valuable opportunities for personal development and professional challenge, and a healthy work-life balance can be highly motivating and productive. Kemper’s products and services are making a real difference to our customers, who have unique and evolving needs.

By joining our team, you are helping to provide an experience to our stakeholders that delivers on our promises.

We are seeking an experienced Lead Service Now Engineer to provide hands-on engineering, solution design, technical leadership, and advanced support for our enterprise Service Now platform. This role serves as a senior technical subject matter expert for Service Now and is responsible for designing, developing, integrating, troubleshooting, and continuously improving solutions across the platform. The Lead Service Now Engineer works closely with the Service Now IT System Owner, business stakeholders, enterprise architecture, infrastructure, security, identity teams, and implementation partners to translate business and technical requirements into scalable and maintainable Service Now solutions.

The successful candidate will combine deep hands-on Service Now expertise with strong solution-design and technical-leadership capabilities. This individual should be comfortable working across applications and enterprise integrations, investigating complex platform issues, designing new capabilities, evaluating technical approaches, and providing technical direction to other administrators, developers, and external partners. The role emphasizes an out-of-the-box first engineering approach, appropriate use of Service Now platform capabilities, reduction of unnecessary customization and technical debt, and long-term maintainability of the platform.

• Serve as a senior technical subject matter expert and engineering resource for the Service Now platform.
• Design, configure, develop, test, deploy, troubleshoot, and support Service Now solutions across enterprise use cases.
• Translate business, functional, security, and integration requirements into scalable Service Now technical designs.
• Provide technical leadership for complex Service Now enhancements, integrations, automation, modernization efforts, and platform initiatives.
• Develop and maintain solutions using capabilities including Flow Designer, Integration Hub, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, notifications, Service Catalog, APIs, scheduled processing, and related Service Now technologies.
• Design, implement, troubleshoot, and support integrations between Service Now and enterprise systems using REST/SOAP APIs, Integration Hub, MID Servers, file-based integrations, and other appropriate integration patterns.
• Support integrations and automation involving identity, provisioning, HR, security, monitoring, work-management, and other enterprise platforms.
• Provide engineering support for enterprise ITSM capabilities, including Incident, Major Incident, Problem, Change, Request, Knowledge, Service Catalog, and related workflows.
• Design and support Service Now Strategic Portfolio Management (SPM) solutions, including Demand, Project, Portfolio, Strategic Planning, Agile delivery components, organizational structures, and related data relationships where applicable.
• Analyze existing workflows, customizations, integrations, and applications to identify technical debt, obsolete functionality, modernization opportunities, and opportunities to return functionality to out-of-the-box Service Now capabilities.
• Investigate complex production issues across Service Now configuration, scripting, integrations, authentication, MID Servers, data, workflows, and connected enterprise systems.
• Lead or perform technical analysis and root-cause investigation for platform and integration failures.
• Participate in Service Now upgrades, patches, releases, and environment-management activities across development, test, and production environments.
• Analyze upgrade impacts, skipped changes, customizations, integrations, and other platform dependencies and coordinate remediation and validation activities.
• Develop…