Senior Engineer - ServiceNow

Presidio, Where Teamwork and Innovation Shape the Future At Presidio, we're at the forefront of a global technology revolution, transforming industries through cutting-edge digital solutions and next-generation AI. We empower businesses - and their internal customers - to achieve more through innovation, automation, and intelligent insights.

The Role Manage day-to-day administration of the Service Now platform, including instance configuration, system properties, scheduled jobs, and performance monitoring across production and sub-production environments

Maintain user accounts, roles, groups, and access control lists (ACLs) in compliance with security policies and least-privilege principles

Plan and execute platform upgrades, patches, and hotfixes — coordinating with stakeholders to minimize disruption and conducting post-upgrade validation and regression testing

Configure and maintain core ITSM modules including Incident, Problem, Change, Request, Service Catalog, and Knowledge Management to align with ITIL best practices

Develop and maintain workflows, business rules, client scripts, UI policies, and notifications to automate and streamline service management processes

Manage integrations between Service Now and enterprise systems using REST/SOAP APIs, Integration Hub, and MID Servers — monitoring data flows and troubleshooting integration failures

Collaborate with Solutions Engineering and Service Delivery teams to gather requirements, evaluate platform capabilities, and implement scalable configurations for client-facing and internal operations

Build and maintain dashboards, reports, and Performance Analytics widgets to provide operational visibility into platform health, SLA compliance, and service delivery metrics

Conduct regular platform health checks, audit user activity and role assignments, and ensure adherence to governance standards and compliance requirements

Maintain comprehensive documentation of platform configurations, integration architectures, troubleshooting procedures, and operational runbooks — supporting knowledge transfer across the platform team Technology/Area of Specialization:
Familiarity with Service Now platform administration across ITSM, ITOM, CMDB, and Service Catalog modules — including instance management, update sets, and system properties configuration

Familiarity with Service Now scripting and automation capabilities including JavaScript, Glide Script, Business Rules, Client Scripts, Flow Designer, and Orchestration Familiarity with integration technologies including REST/SOAP APIs, MID Servers, LDAP, SSO/SAML, and Integration Hub for enterprise system connectivity

Basic Knowledge, Skills, and Abilities:
Strong analytical and troubleshooting skills; ability to methodically diagnose platform issues, isolate root causes, and implement reliable fixes

Clear written and verbal communication skills; ability to document technical configurations and explain platform capabilities to non-technical stakeholders

Detail-oriented with a focus on configuration hygiene, update set discipline, and consistent adherence to platform governance standards

Ability to manage competing priorities across platform operations, incident response, and project-driven configuration work Collaborative mindset with comfort working across distributed, cross-functional teams spanning multiple time zones

Self-directed learning orientation — proactively tracks Service Now releases, new features, and community best practices to continuously improve platform operations

Required Skills:

3–5 years of hands-on experience in Service Now platform administration in an enterprise environment, preferably within IT services, managed services, or technology consulting

Practical experience configuring ITSM…