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Role Description

We are seeking a Senior ServiceNow Platform Engineer with deep expertise in platform upgrades, instance diagnostics, scoped application development, and enterprise integration support. This role requires a well‑rounded ServiceNow professional who can ensure the health, performance, and integrity of a large multi‑instance environment while collaborating directly with customers, architects, and cross‑functional teams. In this senior‑level position, you will lead major upgrade cycles, troubleshoot complex platform issues, guide junior developers, and serve as a Release Manager when required.

Key Responsibilities

• Platform Upgrades & Environment Management:
  • Lead end‑to‑end execution of ServiceNow platform upgrades and monthly patching cycles.
  • Manage instance cloning, including scheduling, post‑clone cleanup, and remediation.
  • Perform rigorous governance of Skipped Records, recommending whether to return to OOTB or retain customizations.
  • Ensure all release activities follow internal Change Request (CR) governance, preventing unauthorized or shadow IT deployments.
• Application Development & Release Engineering:
  • Design and implement high‑quality solutions using Scoped Applications, ServiceNow Studio, and established platform best practices.
  • Support version‑controlled deployments leveraging the Application Repository, update sets, CI/CD pipelines, AES, and multi‑instance release strategies (Dev → UAT → Prod).
  • Interpret architectural designs and fill in technical gaps through independent critical thinking.
• Diagnostics, Troubleshooting & Instance Health:
  • Conduct advanced Root Cause Analysis across performance issues, slow database queries, script failures, and systemic degradation.
  • Utilize ServiceNow diagnostic utilities including:
    • Script Debugger
    • Background Scripts
    • Log Analytics
    • stats.do
    • Transaction Logs & All Active Transactions
    • Node and performance analysis tools
  • Lead debugging of complex integrations: failed REST/SOAP calls, MID Server outages, OAuth/MFA/Mutual Auth authentication failures.
• Cross‑Functional Collaboration & Customer Interaction:
  • Act as a Release Manager for assigned customers, facilitating discussions and coordinating deployments across customer teams.
  • Participate in troubleshooting sessions with scoped app teams and customer developers, helping steer investigation and solutioning.
  • Communicate blockers, risks, and needed clarifications clearly to internal leadership and customer stakeholders (non‑executive).
• Leadership & Soft Skills:
  • Mentor junior developers and provide technical direction when necessary.
  • Offer platform improvement recommendations to architects and team leadership.
  • Communicate proactively, clearly, and professionally in customer‑facing environments.

Qualifications

• Upgrade Mastery: Led 2–3+ full platform upgrade cycles in enterprise environments.
• Diagnostics: Mastery of ServiceNow troubleshooting tools.
• Development: Expert‑level understanding of Scoped App architecture, ServiceNow Studio, and best‑practice coding.
• Release Management: Strong experience with migrating applications and application updates through our development stack.
• Integrations: Proficiency with IntegrationHub, REST/SOAP Web Services, MID Server installation, configuration, and operational debugging.
• Strong understanding of enterprise authentication methods.

Requirements

• 3–5+ years of ServiceNow development and platform engineering experience.
• Experience working in high‑governance, federal, or regulated enterprise environments (preferred).
• Demonstrated ability to work across ITSM and 2+ other core ServiceNow product suites.
• Experience with platform management, performance and maintenance.