ServiceNow Platform Technology Lead

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better.

Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a high-impact Service Now Platform Technology Lead to join our Pacific Life Technology End-User Services Team in Charlotte, NC.

Service Now is the digital front door to technology at Pacific Life. Every new hire who gets set up on day one, every employee who resolves an issue without picking up the phone, and every leader who trusts our data to make a decision is relying on this platform working well. This role is the technical conscience of that platform.

You will decide how it is built, how it connects to the rest of the enterprise, and how far it can scale, so the experience on the other side of the screen feels simple, fast, and invisible. If you want your architecture decisions to be felt by thousands of employees rather than filed in a document repository, this is that role.

• Own the blueprint. You help define the technical architecture of our Service Now platform and set the standards that every developer and administrator builds against – update set strategy, scoped applications, naming conventions, and integration patterns.
• Design solutions worth reusing. You lead the architecture for our most complex work, review designs coming from the development team, and steer us toward configuration over customization so we stay upgrade-ready instead of upgrade-trapped.
• Connect the enterprise. You design the integrations that make Service Now the system of action – REST and SOAP APIs, MID Server architecture, and event-driven patterns – partnering with middleware and application teams to make data flow cleanly.
• Protect platform health. You watch instance performance and scalability, retire technical debt on purpose rather than by accident, and lead upgrade planning and modernization.
• Enable automation and AI. You provide the platform foundation that self-service, workflow automation, and intelligent support capabilities depend on – fewer manual tickets, faster resolution, better employee experience.
• Make the team better. You mentor developers and administrators, bring architectural clarity into backlog refinement and sprint planning, and are the person we call when a complex platform issue needs solving.

Solutions ship faster because standards, patterns, and reusable components already exist. Upgrades are routine events, not projects, because customization is deliberate and documented. Integrations are stable, observable, and built once instead of rebuilt per project. Developers grow their skills because someone senior is investing in them.

6–10+ years in IT, including 4–6+ years hands-on with Service Now. BS degree or equivalent experience Experience implementing multiple Service Now modules across an enterprise and leading architecture on medium to large implementations. Deep expertise in platform architecture, ITSM best practices, CMDB/CSDM, integration design, Flow Designer and automation, scoped applications, instance performance optimization, and security and access design. The judgment to say no to a customization, and the communication skills to explain why in a way stakeholders appreciate.

A mentoring instinct – you measure your success partly by how capable the team around you becomes.

• Service Now platform architecture
• ITSM best practices
• CMDB / CSDM
• Integration design
• Flow Designer / Automation
• Scoped applications
• Instance performance optimization
• Security and access design
• Service Now Certified System Administrator
• Service Now Certified Application Developer

• Service…