Senior ServiceNow Platform Engineer

The Role We Want You For

Clayco is seeking a Senior Service Now Platform Engineer to own the health, quality, and strategic direction of our Service Now environment. The platform has grown significantly and accumulated customizations in some areas that increase maintenance burden and complicate upgrades — this role carries an explicit mandate to assess, rationalize, and modernize, while keeping day‑to‑day operations running smoothly. Reporting to the Application Portfolio Manager, this is a hands‑on role for someone who has seen what good looks like and is motivated to get there.

• Assess existing customizations to identify unnecessary complexity, upgrade risk, and deviation from platform best practices
• Build and execute a rationalization roadmap, moving toward out-of-the-box functionality where appropriate and establishing governance to prevent recurrence
• Maintain living documentation of platform architecture and deliberate customizations with clear business justification
• Manage users, groups, roles, ACLs, upgrades, instance hygiene, and environment governance across DEV/TEST/PROD
• Build and maintain Business Rules, Client Scripts, Script Includes, Flow Designer workflows, and service catalog configurations
• Support and troubleshoot integrations via REST/SOAP APIs, Integration Hub, MID Servers, and enterprise identity platforms
• Administer and support ITSM (Incident, Change, Problem), IRM, Sec Ops, and CMDB modules in alignment with IT and business requirements
• Maintain CMDB accuracy including CI lifecycle management, Discovery hygiene, reconciliation, and relationship mapping
• Build and maintain reports, dashboards, and Performance Analytics for IT leadership and business stakeholders
• Serve as Tier 2/3 escalation point for platform issues; collaborate with business partners to translate needs into platform capabilities
• Partner with the APM and IT leadership to balance operational demands with the platform improvement roadmap
• Provide guidance to end users and process owners; push back constructively on requests that would reintroduce technical debt

• Bachelor’s degree in Computer Science, Information Technology, or equivalent experience
• Service Now CSA preferred; CIS‑DF (Data Foundations/CMDB) strongly preferred given CMDB scope of this role
• Additional CIS certifications a plus: CIS‑Discovery, CIS‑ITSM, CIS‑Sec Ops, CIS‑Risk, CIS‑APM; ITIL Foundation a plus
• 5–7 years of hands‑on Service Now platform engineering in a production environment
• Demonstrated experience inheriting and remediating over‑customized Service Now instances
• Working knowledge of ITSM modules; experience supporting these processes without necessarily owning configuration end‑to‑end
• Prior experience in construction, engineering, or professional services is a plus
• Proficiency in Service Now administration, configuration, and scripting:
  Business Rules, Client Scripts, Script Includes, Flow Designer, Glide Script/Java Script
• Experience with DEV/TEST/PROD environment management including update sets, clone strategy, deployment governance, and upgrade support
• Integration experience: REST/SOAP APIs, Integration Hub, MID Servers, OAuth, and enterprise identity platforms (SSO/SAML, SCIM/JIT, RBAC)
• CMDB and Discovery administration including CI lifecycle, reconciliation, and relationship mapping
• Comfort troubleshooting platform performance, scheduled jobs, workflows, and integrations in complex enterprise environments
• Exposure to HAM, SAM, Sec Ops, or IRM modules strongly preferred;
  Workplace Service Delivery a plus
• Analytical and structured; able to assess a complex platform and identify the highest‑leverage improvements
• Clear communicator; able to present technical findings and tradeoffs to non‑technical stakeholders and leadership
• Self‑directed and service‑oriented — balances a long‑term improvement agenda with day‑to‑day responsiveness

• This position will service our clients regionally.
• No other builder can offer the collaborative design‑build approach that Clayco does.
• We work on creative, complex, award‑winning, high‑profile jobs.
• The pace is fast!
• This position is classified as a safety‑sensitive role…