Senior ServiceNow Platform Engineer

Overview

Design, build and operate enterprise-grade ServiceNow capabilities that support critical business operations, owning platform stability, configuration and optimization while driving strategic initiatives in automation, Agentic AI and knowledge management.

What you'll do

• Configure, maintain and support the ServiceNow 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.

What you'll need

• Strong communication and collaboration skills, translating complex ServiceNow concepts (Flow Designer, IntegrationHub, 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 ServiceNow development: Flow Designer, IntegrationHub, 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 ServiceNow Agentic Workflow and AI Agents.
• 1+ years using Claude Cowork or Claude Code for ServiceNow development, including prompt engineering and skill creation.
• 1+ years configuring and securing ServiceNow 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.

Nice to have

• Experience as a ServiceNow platform owner, lead engineer or architect, including roadmap planning and technical debt management.
• ServiceNow certifications (CSA, CAD); advanced certifications preferred.
• Familiarity with broader agentic AI and LLM tooling and governed enterprise use of AI assistants.
• Advanced Atlassian administration and knowledge of enterprise security and compliance.

Details

• Location: Remote - USA.
• Base salary range: $141,500 - $203,500 USD, plus possible bonus or incentive compensation, equity and a comprehensive benefits package.