Principal Service Engineer IS - Platform Engineer - CMDB, APM​/EA and ITAM-Remote

Principal Service Engineer IS Service Now- CMDB, APM/EA and ITAM - Remote

As a Service Engineer on the Service Now team, you'll partner with stakeholders, developers, and product owners early in the lifecycle to design, operate, and continuously improve enterprise‑scale services that empower caregivers. You'll help shape the Service Now vision and roadmap, bringing deep technical expertise to guide decisions and deliver measurable outcomes across quality, cost efficiency, usability, and caregiver satisfaction. From turning requirements into clear designs and best practices to engineering resilient, secure, high‑performance solutions, you'll own problems end‑to‑end and drive them to lasting resolution.

You'll lead innovation, optimise platform performance and spend, strengthen disaster recovery readiness, and ensure every release is predictable, reliable, and production‑ready. If you thrive on troubleshooting complex issues, building scalable systems, and making a real impact on the caregiver experience, this is your opportunity to lead from the front.

• Own product strategy, roadmap, and backlog for Service Now CMDB, APM, and Asset Management
• Gather, analyse, and translate business requirements into user stories and acceptance criteria
• Drive CMDB design, CSDM alignment, and data quality governance
• Enable application lifecycle decisions (rationalisation, modernisation, retirement)
• Collaborate with architects, developers, and operations teams using Agile/Scrum
• Support UAT, adoption, and continuous platform improvements
• Define and track KPIs, SLAs, and value‑realisation

Remote. The role supports 100% virtual work for residents located in Alaska, Washington, Oregon, and California.

• Bachelor's Degree in Computer Engineering, Computer Science, Mathematics, Engineering, or equivalent education/experience
• 8 years of related experience; more preferred
• Strong experience in automation, specifically related to deployment, recovery, or other manual processes
• Strong experience with n‑tier solutions
• Strong experience with resilience modelling (failure mode analysis) and ability to simulate service outages for point solutions (automated) and platforms (manually)
• Strong experience influencing engineering team members in translating customer and technical requirements into service architecture to meet Quality of Service expectations
• Strong experience leading and representing the Service in backlog discussions and stand‑ups to establish appropriate prioritisation of live‑site requirements
• Strong experience leveraging data and metrics to drive behaviour, process, and priority decisions. Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems
• Strong experience in advanced problem solving using systematic procedures and investigating problems utilising root cause analysis

• Strong experience with Service Now CMDB and Application Portfolio Management
• Solid understanding of CSDM and CI relationships
• Experience as a Product Owner, Business Analyst
• Agile/Scrum delivery experience
• Strong stakeholder management and communication skills
• Service Now Certifications (CSA, CAD, CMDB, APM, EA, ITAM)
• Experience with Service Now integrations

• AK:
  Anchorage – Min: $68.33, Max: $116.36
• AK:
  Kodiak, Seward, Valdez – Min: $71.23, Max: $121.29
• California:
  Humboldt – Min: $71.23, Max: $121.29
• California:
  All Northern California – Except Humboldt – Min: $79.92, Max: $136.08
• California:
  All Southern California – Except Bakersfield – Min: $71.23, Max: $121.29
• California:
  Bakersfield – Min: $71.23, Max: $121.29
• Oregon:
  Non‑Portland Service Area – Min: $63.70, Max: $108.47
• Oregon:
  Portland Service Area – Min: $68.33, Max: $116.36
• Washington:
  Western – Except Tukwila – Min: $71.23, Max: $121.29
• Washington:
  Southwest – Olympia, Centralia – Min: $68.33, Max: $116.36
• Washington:
  Clark County – Min: $68.33, Max: $116.36
• Washington:
  Tukwila – Min: $71.23, Max: $121.29
• Washington:
  Eastern – Min: $60.81, Max: $103.54
• Washington:
  Southern‑East – Min: $63.70, Max: $108.47

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