Senior ServiceNow Platform Engineer

This is a fully remote position, open to applicants in United States.

📋 Description

• Configure, maintain, and provide support for the ServiceNow platform, encompassing workflows, automations, and integrations.

• Diagnose and resolve complex platform issues, as well as support significant releases, high-impact incidents, and widespread platform alterations.

• Design and improve automation and Agentic AI functionalities to minimize manual tasks and promote self-service capabilities.

• Develop and sustain knowledge articles and Standard Operating Procedures (SOPs) documenting governance, standards, and best practices.

• Conduct routine audits, maintenance, and reviews of access, security, and configuration.

• Manage the team's ticket queue in accordance with Service Level Agreements (SLAs) and oversee the Agile backlog and sprint priorities.

• Present essential platform metrics to IT management on a weekly basis.

• Collaborate with administrators, developers, and stakeholders across IT and SaaS to facilitate workflows and long-term platform strategies.

⛳️ Requirements

• A minimum of 5 years experience translating intricate ServiceNow concepts (Flow Designer, IntegrationHub, Agentic AI) into clear guidance for both technical and business audiences.

• At least 5 years of technical leadership and governance experience, which includes mentoring, design and code reviews, and enforcing standards and SOPs.

• Over 5 years of prioritization experience, including 3–5 years of managing an Agile backlog and ticket queue aligned with SLAs.

• More than 7 years of advanced ServiceNow development experience, including Flow Designer, IntegrationHub, REST/SOAP, Scripted REST APIs, OAuth, service catalog, Virtual Agent, knowledge management, scoped applications, and Glide scripting.

• At least 7 years of experience troubleshooting complex issues and performing root-cause analysis.

• A minimum of 1 year of experience with ServiceNow Agentic Workflow and AI Agents.

• At least 1 year of experience using Claude Cowork or Claude Code for ServiceNow development, including prompt engineering and skill creation.

• A minimum of 1 year configuring and securing ServiceNow MCP Server/Client integrations with governed MCP Tools and ACL/OAuth scoping.

• At least 3 years of experience with Hardware Asset Management, Employee Center, Now Assist, and Operations Workspace.

• A minimum of 1 year of experience with Atlassian products (Jira, JSM, Confluence).

• Strong written and verbal communication skills along with excellent documentation capabilities.

• Collaborative, detail-oriented, and well-organized.

• Ability to handle multiple priorities in a fast-paced environment.

• ServiceNow certifications (CSA, CAD) are considered advantageous, but not mandatory.

🏝️ Benefits

• Bonus or incentive compensation may be available.

• Equity may be offered.

• A comprehensive benefits package might be available.

• Pre-employment checks will be conducted in compliance with applicable legislation and company security/privacy standards.