Senior Platform Engineer - ServiceNow

Business Service Center - 333 West 34th Street, NY, NY 10001

HOURS OF WORK:

9:00 am - 5:30 pm (7.5 hours/day) or as required

This position is eligible for telewor k, which is currently 2 days per week . New hires are eligible to apply 30 days after their effective date of hire.

The Metropolitan Transportation Authority is North America's largest transportation network, serving a population of 15.3 million people across a 5,000-square-mile travel area surrounding New York City, Long Island, southeastern New York State, and Connecticut. The MTA network comprises the nation’s largest bus fleet and more subway and commuter rail cars than all other U.S. transit systems combined. MTA strives to provide a safe and reliable commute, excellent customer service, and rewarding opportunities.

The MTA transportation network has a very large system and infrastructure for financial, business, automated train, transportation, power, and physical security. The MTA IT Department is centrally responsible for providing a full range of Information and Operational Technology services to the MTA agencies and administrative units through its operating and support units. Services are provided on a 24/7/365 basis in support of the MTA organization and its ridership.

MTA IT’s Product Development group is empowered; multi-functional teams focused on the end-to-end management of development products from strategy to delivery. Using innovative processes and tools, the teams are responsible for developing and maintaining highly effective, secure, and innovative transportation, operational, and back-end information systems to support MTA goals and priorities.

The Senior Platform Engineer plays a critical role in ensuring stability, scalability, and continuous improvement of our enterprise service-management capabilities. As the MTA expands its reliance on digital workflows and automation, the demand for a dedicated engineering resource to support, enhance, and optimize enterprise-wide platforms has become essential toward reducing the MTA IT department’s reliance on a managed service provider.

This role is responsible for designing, developing, and customizing applications and workflows across enterprise software platforms and similar technologies. The position involves integrating platform ‑ based solutions with other enterprise systems, optimizing performance, and managing ongoing platform upgrades and enhancements.

• Strong Service Now Platform Management experience
• Hands‑on experience with Service Now Performance Analytics, Virtual Agent, or AI Search
• Version control tools (e.g., Git, Jenkins)
• Experience developing platform logic and automation using Glide scripting languages, such as Glide scripting and Service Now APIs
• Knowledge of ITIL processes and frameworks

• Develops and manages scoping and requirements definition, and ensures traceability to the source.
• Build, configure, and customize enterprise platform applications, modules, and workflows, including core service processes such as Incident, Problem, Change, and Service Request.
• Implement integrations with third‑party systems using REST, SOAP, and API‑based technologies.
• Design, develop, and optimize platform ‑ level logic and automation by writing configuration scripts, event ‑ driven code, and workflow execution routines to enforce business rules, manage data operations, and support complex interaction patterns across the enterprise.
• Analyze system performance issues, apply corrective actions, and manage upgrades.
• Stay current with platform releases, emerging features, and industry best practices for enterprise application ecosystems.
• Develops and executes test plans and test cases; implements scalable and reliable automated tests and frameworks.
• Develops acceptance criteria related to functional and non‑functional requirements, business processes, features, user stories, and business rules.
• Utilizes appropriate tools and techniques to evaluate user experiences of systems, products, services, or devices, and validates that security, usability, and accessibility requirements have been met.
• Develops, configures, and maintains tools…