Senior ServiceNow Platform Engineer; Operations

Lead Application Support Engineer – Service Now

Are you ready to make an impact at DTCC? Do you want to work on innovative projects, collaborate with a dynamic and supportive team, and receive investment in your professional development? At DTCC, we are at the forefront of innovation in the financial markets. We are committed to helping our employees grow and succeed. We believe that you have the skills and drive to make a real impact.

We foster a thriving internal community and are committed to creating a workplace that looks like the world that we serve. The Information Technology group delivers secure, reliable technology solutions that enable DTCC to be the trusted infrastructure of the global capital markets. The team delivers high-quality information through activities that include development of essential, building infrastructure capabilities to meet client needs and implementing data standards and governance.

Pay and Benefits:

• Competitive compensation, including base pay and annual incentive
• Comprehensive health and life insurance and well-being benefits, based on location
• Pension / Retirement benefits
• Paid Time Off and Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being.
• DTCC offers a flexible/hybrid model of 3 days onsite and 2 days remote (onsite Tuesdays, Wednesdays and a third day unique to each team or employee).

The Impact You Will Have in This Role

DTCC's Application Operations organization is responsible for ensuring the reliability, stability, and continuous improvement of mission‑critical platforms that support global financial market infrastructure.

As a Lead Application Support Engineer – Service Now, you will be a key technical member of the Service Now Application Operations team, serving as the sixth team member supporting DTCC's enterprise Service Now platform. This role blends hands‑on application support, platform administration, and targeted development, requiring strong operational rigor and deep Service Now platform knowledge.

You will partner closely with US‑based and India‑based teams, development partners, infrastructure teams, and business stakeholders to support daily operations, bi‑weekly releases, upgrades, and continuous service improvements while meeting strict availability, performance, and control expectations.

Your Primary Responsibilities :

Platform Administration & Operations

• Administer and support the Service Now platform for Application Operations, ensuring high availability, performance, and reliability.
• Provide Level 2 application and platform support, including troubleshooting incidents, service requests, and user issues.
• Respond to and resolve critical production incidents and alerts, including impact assessment, root cause analysis (RCA), corrective actions, and documentation.
• Participate in daily operational support and rotating on‑call coverage, including weekends and holidays as scheduled.

Releases, Upgrades & Deployments

• Plan and execute Service Now upgrades, patches, and instance clones across development, test, and production environments.
• Support bi‑weekly production deployments (typically Thursdays), including release validation and post‑deployment support.
• Manage update set migrations, Service Now development lifecycle activities, and controlled production deployments aligned with change management standards.
• Configure, manage, and monitor MID Servers to support integrations and platform connectivity.

Service Now Development & Enhancements

• Perform hands‑on Service Now development in support of operations, enhancements, and defect remediation.
• Configure and maintain Business Rules, Script Includes, UI Policies, UI Scripts, System Properties, Dictionary Tables, and platform integrations.
• Support and enhance Service Now modules including ITSM and Service Catalog, and preferably ITOM, CMDB, CSDM, Discovery, and Event Management.
• Partner with development teams to provide administrative and technical guidance during application design and implementation.

Process, Controls & Documentation

• Maintain ITIL process alignment across Incident, Problem, Change, and Request workflows within defined…