Software Engineer 4 - ServiceNow Platform Health Engineering

Software Engineer 4 - Service Now Platform Health Engineering

We are seeking an experienced Software Engineer 4 to join a newly established Service Now Platform Health Engineering team responsible for improving the stability, scalability, automation, and governance of the enterprise Service Now platform.

This role combines platform engineering, automation development, Service Now administration, and continuous improvement initiatives. The engineer will help support and optimize operational processes while identifying and implementing automation solutions that reduce manual effort and improve the overall effectiveness of the Service Now ecosystem.

The ideal candidate will possess strong Service Now platform architecture knowledge, experience developing automation solutions, and a passion for improving platform operations through innovation, AI, and engineering best practices.

Key Responsibilities Platform Engineering & Automation

• Design, develop, and maintain Service Now solutions utilizing platform development best practices.
• Identify manual operational processes and develop automation solutions to improve efficiency and reduce administrative effort.
• Build integrations within Service Now to support automated workflows and platform operations.
• Develop automations leveraging observability and monitoring platforms.
• Define and execute automation roadmaps that improve platform health and operational effectiveness.

Platform Health & Governance

• Support the overall stability, reliability, and operational health of the Service Now platform.
• Participate in platform engineering initiatives including:
  Plugin implementations, Platform enhancements, Code reviews, Platform maintenance activities.
• Contribute to governance processes and platform improvement initiatives.
• Support Service Now upgrades, patching activities, and platform lifecycle management.

Operational Support & Process Improvement

• Support fulfillment of platform administration requests currently managed through Jira, including:
  Non-production environment access requests, Group creation requests, Entitlement and permission requests, Other platform administrative functions.
• Evaluate existing workflows and recommend scalable automation opportunities.
• Balance day-to-day operational support with long-term process improvement initiatives.

AI & Innovation

• Evaluate and implement Service Now native AI capabilities and AI agents.
• Identify opportunities to leverage AI for:
  Incident remediation support, Historical incident and change analysis, Operational efficiency improvements, Platform health monitoring.
• Partner with engineering teams to implement innovative platform solutions.

Team Collaboration

• Work within a collaborative Kanban delivery model.
• Communicate project status, risks, and progress effectively through Jira and stakeholder updates.
• Partner closely with Service Now production support teams to improve tooling, automation, and operational effectiveness.
• Contribute to a highly collaborative, solution-oriented engineering culture.

Required Qualifications

• Bachelor's degree in Computer Science, Information Technology, Engineering, or equivalent experience.
• 5+ years of Service Now platform engineering, development, and administration experience.
• Strong understanding of Service Now platform architecture and shared platform services.
• Hands-on experience developing solutions and automations within Service Now.
• Experience building integrations using REST APIs and other integration technologies.
• Experience conducting code reviews and adhering to development best practices.
• Experience identifying and automating manual operational processes.
• Experience working in Agile or Kanban delivery environments using Jira.
• Strong written and verbal communication skills.
• Ability to balance operational support responsibilities with continuous improvement initiatives.

Required Certifications

• Active Service Now Certified System Administrator (CSA)
• Active Service Now Certified Application Developer (CAD)

Preferred Qualifications

• Experience with Service Now AI capabilities, AI Agents, or Generative AI features.
• Experience supporting enterprise-scale Service Now platform engineering organizations.
• Experience with observability, monitoring, and operational tooling.
• Experience supporting Service Now upgrades, patching, and platform governance initiatives.
• Familiarity with IAM technologies and identity governance platforms.
• Exposure to SailPoint or large-scale IAM modernization initiatives.
• Experience interacting with Service Now support and vendor teams.
• Familiarity with shared services or platform engineering operating models.

What Success Looks Like

The successful candidate will be able to:

• Analyze manual operational processes and design automation strategies to eliminate inefficiencies.
• Improve platform health and operational effectiveness through engineering solutions.
• Partner with support teams to make Service Now operations more scalable and reliable.
• Leverage Service Now AI capabilities to enhance incident response and operational…