Senior Platform & Automation Engineer

Wilmer Hale is a leading, full-service international law firm with 1,000 lawyers located throughout 12 offices in the United States and Europe. Our lawyers work at the intersection of government, technology and business, and we remain committed to our guiding principles of providing quality, excellent legal and client services; developing diversity among our lawyers and staff and cultivating an environment that promotes an ambitious spirit, collaboration and collegiality by drawing on the extraordinary talents and dynamic experience of our lawyers.

Our goal is to reflect the diversity of our clients and the communities in which we practice.

The Platform & Automation Senior Engineer is responsible for managing and maintaining enterprise automation platforms, including but not limited to Service Now, to ensure efficient and effective operations. This role involves accountability in configuring platforms, implementing new functionalities, maintaining system stability, and ensuring data integrity. The engineer collaborates with various stakeholders to understand their requirements, suggest, define, and create technical solutions, and support ongoing projects and operations.

• Engages with stakeholders to gather requirements, design and deliver solutions that align with customer needs.
• Responsible for system performance and for ensuring high availability, reliability, and optimal performance of automation platforms, including Service Now.
• Responsible for configuring and customizing platform modules, such as Incident, Problem, Change, Asset, and Configuration Management.
• Creates and configures notifications, defines and implements workflows, business rules, UI actions, and automation to improve efficiency.
• Proposes, designs and implements enhancements to automation platforms to optimize functionality and improve the user experience.
• Leverages the AI component of Service Now to gain business efficiencies.
• Develops software solutions using JavaScript, Web Services, HTML, and CSS within automation environments.
• Manages the health of CMDB and other data repositories in collaboration with the Infrastructure team to support assets and configuration.
• Responsible for application support activities, including code migrations, replications, patching, and platform upgrades.
• Utilizes data import templates for data loading and extraction to support reporting and analytics needs.
• Responsible for comprehensive process and knowledge documentation for ITIL and end user.
• Coaches and mentors junior developers.
• Assists with data entry and validation from source documents into the automation platform database.
• Extracts and transforms data into formats suitable for reporting or further analysis.
• Supports the development and configuration of custom applications within the Service Now and other automation platforms.
• Troubleshoots and resolves technical issues in collaboration with other team members.
• Ensures platform stability by adhering to best practices, standards, and governance policies.
• Participates in training opportunities and self-learning to deepen knowledge of automation platforms, including Service Now.
• Collaborates on team projects, contributing ideas to improve workflows and processes across the platform.
• Displays professionalism, quality service and a positive “can do” attitude to internal members/departments of the Firm.
• Assumes additional responsibilities as assigned.

• Service Now Administrator (CSA) is desirable.
• Additional certifications in Service Now modules (ITSM, CSM, ITOM, etc.) are preferred but training is available.
• Strong understanding of ITIL/ITSM principles.
• Proficient in JavaScript, HTML, CSS, and other relevant scripting languages.
• Strong experience with REST/SOAP APIs and integration tools.
• Excellent problem-solving and analytical skills.
• Strong communication and interpersonal skills including ability to communicate to all levels of end users, IS and Management staff.
• Ability to work independently and as part of a team.

• Bachelor’s degree
• Advanced Scripting/ Reporting and other classes area highly recommended

• 5 years’ application design,…