Software Engineer Sr; ServiceNow Technology Engineer​/ServiceNow Platform Engineer

Position: Software Engineer Sr  (ServiceNow Technology Engineer / ServiceNow Platform Engineer)
** Position Overview*
* At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company's success. As a Software Engineer Sr within PNC's Technology organization, you will be based in Pittsburgh, PA or Strongsville, OH or Phoenix, AZ.

Service Now Technology Engineer / Service Now Platform Engineer

Job Summary

The Service Now Technology professional is responsible for the design, development, configuration, administration, and operational governance of the Service Now platform. This role ensures stable, scalable, and secure delivery of Service Now capabilities across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and related enterprise workflows. The position partners closely with infrastructure, application, security, and business teams to enable standardized processes, automation, and data integrity across environments.

Key Responsibilities

Platform Engineering, Development & Administration

- Design, develop, configure, and customize Service Now applications and platform capabilities using industry best practices.

- Configure and extend core Service Now modules such as Incident, Problem, Change, Request, Service Catalog, CMDB, and Knowledge Management.

- Develop and maintain workflows, Flow Designer flows, business rules, UI policies, client scripts, and server-side scripts using JavaScript.

Integrations & Automation

- Design and support integrations with enterprise systems using REST, SOAP, APIs, MID Server, and data sources.

- Support CMDB and CSDM implementations, including data modeling, reconciliation, discovery, and data integrity.

- Enable automation and orchestration to reduce manual effort and improve service delivery efficiency.

Platform Operations & Stability

- Support Service Now environment health across development, test, and production instances.

- Perform platform upgrades, patching, and release management activities in alignment with organizational change controls.

- Monitor system performance and availability, proactively addressing risks to reduce service degradation or outages.

Reporting, Dashboards & Analytics

- Develop dashboards, KPIs, and reports to provide operational visibility into service performance, compliance, and risk.

- Partner with stakeholders to translate business requirements into measurable Service Now outcomes.

Collaboration & Delivery

- Work closely with product owners, architects, infrastructure teams, and business stakeholders to gather requirements and deliver technical solutions.

- Participate in Agile/Scrum ceremonies, including grooming, sprint planning, testing, and retrospectives.

- Create and maintain technical documentation for configurations, integrations, and platform standards.

________________________________________

Required Technical Skills

- Hands-on experience developing and supporting the Service Now platform.

- Strong knowledge of Service Now scripting (JavaScript, Glide API).

- Experience with ITSM and ITOM concepts and enterprise service workflows.

- Experience with Service Now integrations (REST, SOAP, MID Server).

- Working knowledge of CMDB, CSDM, and service data models.

- Familiarity with Agile and ITIL-based service delivery models.

________________________________________

Education & Experience

- Bachelor's degree in Computer Science, Information Systems, or a related technical field (or equivalent experience).

- Typically, 3-8 years of experience working with the Service Now platform in an engineering or development role.

- Experience supporting enterprise-scale implementations across multiple Service Now modules.

________________________________________

Preferred Certifications

- Service Now Certified System Administrator (CSA)

- Service Now Certified Application Developer (CAD)

- Service Now Certified Implementation Specialist (e.g., ITSM, CMDB)

- ITIL Foundation (v4 preferred)

________________________________________

Soft Skills & Competencies

- Strong analytical and problem-solving skills

- Ability to translate business needs into technical solutions

- Excellent written and verbal communication skills

- Ability to work independently and collaboratively in cross-functional teams

- Continuous improvement mindset with a focus on platform excellence

PNC is an in-office company that fosters a supportive culture where employees can thrive and achieve balance. We encourage candidates to connect with their recruiter and hiring manager to understand workplace expectations and ensure the role aligns with their goals.

PNC will not provide sponsorship for employment visas or participate in STEM OPT for this position.

** Job Description*
* + Provides detailed technical design and development of software solutions using existing and emerging technology platforms.

+ Proposes &…