ServiceNow Platform Engineer

Job Description

Contributes to the design, development, and support of the Service Now platform, delivering reliable and scalable solutions aligned to enterprise standards. This role is accountable for resolving platform incidents within established service‑level expectations, maintaining strong compliance with change and release governance controls, and contributing to sustained platform availability. Success is demonstrated through high first‑pass quality on code reviews and peer‑reviewed configurations, reliable CMDB data accuracy for supported configuration items, and a measurable reduction in recurring incidents driven by proactive trend analysis and long‑term platform improvements.

The role ensures lifecycle activities—including upgrades, deployments, and patching—are completed cleanly and without audit findings, supports integration reliability across enterprise systems, and contributes to team knowledge through documented resolutions and peer mentoring.

Language Fluency: English (Required)

Work Shift: 1st shift (United States of America)

• Performs problem tracking, diagnosis, root cause analysis, and resolution for complex issues within the Service Now platform, including ITSM and custom applications, leveraging development and debugging activities.
• Responds to incidents and service tickets in a timely manner, troubleshooting and resolving platform issues while documenting actions and outcomes.
• Analyzes trends in incidents and platform performance, recommending long‑term improvements and enhancements to Service Now capabilities and stability.
• Develops and enhances Service Now ITSM modules and integrations, applying platform best practices in configuration, development, and engineering standards.
• Monitors platform health, reliability, and performance, proactively identifying risks and implementing preventative solutions.
• Supports integrations with enterprise systems using standard Service Now integration tools and frameworks.
• Participates in change, release, and lifecycle management (deployments, upgrades, instance management), ensuring alignment with governance and risk controls.
• Collaborates with cross‑functional teams and stakeholders to gather requirements and deliver scalable Service Now solutions aligned to business needs.
• Documents end‑user interactions, communicates issue status, and may engage with vendors to support resolution efforts.
• Supports CMDB, data integrity, and audit/compliance activities, ensuring accuracy and adherence to enterprise standards.
• Acts as a resource for less experienced team members, contributing to knowledge sharing, peer reviews, and code quality improvements.
• Leads moderately complex initiatives and contributes to broader platform improvements within the Service Now ITSM environment.

• Bachelor’s degree in computer science, Software Engineering, or related field with 5 years of relevant experience or equivalent education and training.
• In‑depth knowledge of information systems and ability to identify, apply, and implement IT best practices.

• Service Now Certified System Administrator (CSA) and preferably one additional Service Now certification (e.g., CIS‑ITSM or equivalent).
• Experience developing and configuring Service Now solutions, including workflows, Flow Designer, and scripting.
• Familiarity with Service Now platform lifecycle activities, including releases, upgrades, and environment management.
• Experience working with Service Now integrations using REST/SOAP APIs and integration tools.
• Understanding of Service Now data model concepts, including CMDB and CSDM fundamentals.
• Experience working within a regulated or controlled environment with audit and compliance considerations.
• Banking or financial services experience.

All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax‑preferred savings accounts, and a…