Staff ServiceNow Platform Engineer

Staff Service Now Platform Engineer

Zoox is looking for a Staff Service Now Platform Engineer to own the long-term vision and strategic direction for our Service Now platform, while also staying hands-on enough to build, prototype, and directly evaluate the technical work delivered by others. Day-to-day operational support and steady-state ticket/config work will be delivered by a managed services partner, but this person is expected to roll up their sleeves on high-value, high-visibility, or novel work — new module rollouts, architecture proofs-of-concept, complex integrations — rather than hand everything to the vendor.

This role requires someone who has deep Service Now development experience and has grown into a strategic, vendor-facing leader — someone equally comfortable setting a multi-year platform vision with executive stakeholders, writing/reviewing flows and scripts themselves when it matters, and holding a managed services vendor and contractor team accountable to SLAs and outcomes.

In this role, you will:

• Own and evangelize the strategic vision and multi-year roadmap for the Service Now platform across Zoox, aligning platform investment with business priorities
• Perform hands-on development, configuration, and architecture work directly on Service Now for strategic initiatives, complex integrations, and situations where speed, quality, or sensitivity call for it rather than delegating to the vendor or contractors
• Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments
• Manage and mentor two Service Now contractors (one Staff, one mid-level), assigning priorities, reviewing/co-developing their work, and ensuring it aligns with platform strategy and standards
• Own vendor lifecycle and platform governance: RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work

Qualifications:

• 10+ years of experience working with Service Now, including 5+ years in a technical architecture/design capacity, with continued active hands-on development skills (flow designer, scripting, integrations, app development)
• Deep, current working knowledge of Service Now architecture across ITSM, ITOM, ITAM, Integration Hub, and platform/app development — able to design and build solutions personally, not just review others' work
• Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity
• Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen
• Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences

Bonus

Qualifications:

• Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed
• Excellent stakeholder management and communication skills across technical and non-technical audiences
• Certifications required:
  Certified System Administrator (CSA);
  Certified Application Developer (CAD)
• Certifications strongly preferred:
  Certified Technical Architect (CTA)
• Certified Implementation Specialist (ITSM, HAM, or Discovery)

$219,000 - $263,000 a year Base Salary Range There are three major components to compensation for this position: salary, Amazon Restricted Stock Units (RSUs), and Zoox Stock Appreciation Rights. A sign-on bonus may be offered as part of the compensation package. The listed range applies only to the base salary. Compensation will vary based on geographic location and level. Leveling, as well as positioning within a level, is determined by a range of factors, including, but not limited to, a candidate's relevant years of experience, domain knowledge, and interview performance.

The salary range listed in this posting is representative of the range of levels Zoox is considering for this position. Zoox also offers a comprehensive package of benefits, including paid time off (e.g. sick leave, vacation,…