Senior ServiceNow Platform Engineer

We are seeking an experienced Senior Service Now Platform Engineer to design, build, and operate enterprise-grade Service Now capabilities that support critical business operations. You will own platform stability, configuration, and optimization while driving strategic initiatives in automation, Agentic AI, and knowledge management. You will provide technical leadership and governance, manage the team's Agile backlog and ticket queue, write SOPs, and present platform metrics to IT management weekly.

• Strong written and verbal communicator with excellent documentation skills.
• Collaborative, detail-oriented, and organized.
• Able to manage multiple priorities in a fast-paced environment.
• Calm under pressure and energized by complex problems.

• Configure, maintain, and support the Service Now platform, including workflows, automations, and integrations.
• Troubleshoot complex platform issues and support major releases, high-impact incidents, and platform-wide changes.
• Design and enhance automation and Agentic AI capabilities to reduce manual effort and enable self-service.
• Create and maintain knowledge articles and SOPs documenting governance, standards, and best practices.
• Perform routine audits, maintenance, and access, security, and configuration reviews.
• Own the team's ticket queue against SLAs and manage the Agile backlog and sprint priorities.
• Present key platform metrics to IT management weekly.
• Partner with administrators, developers, and stakeholders across IT and SaaS to support workflows and long-term platform strategy.

• 5+ years of strong communication and collaboration, translating complex Service Now concepts (Flow Designer, Integration Hub, Agentic AI) into clear guidance for technical and business audiences.
• 5+ years of technical leadership and governance, including mentoring, design and code reviews, and enforcing standards and SOPs.
• 5+ years of strong prioritization skills, including 3-5 years managing an Agile backlog and a ticket queue against SLAs.
• 7+ years of advanced Service Now development:
  Flow Designer, Integration Hub, REST/SOAP, Scripted REST APIs, OAuth, service catalog, Virtual Agent, knowledge management, scoped apps, and Glide scripting.
• 7+ years troubleshooting complex issues and root-cause analysis, with the ability to present platform metrics to IT management.
• 1+ years with Service Now Agentic Workflow and AI Agents.
• 1+ years using Claude Cowork or Claude Code for Service Now development, including prompt engineering and skill creation.
• 1+ years configuring and securing Service Now MCP Server/Client integrations with governed MCP Tools and ACL/OAuth scoping.
• 3+ years with Hardware Asset Management, Employee Center, Now Assist, and Operations Workspace.
• 1+ years with Atlassian products (Jira, JSM, Confluence), with a desire to become proficient.

• Experience as a Service Now platform owner, lead engineer, or architect, including roadmap planning and technical de