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Role Description

LightFeather is 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. This is a Full Time, Remote Position.

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

• Platform Engineering Expertise
• Upgrade Mastery: Led 2–3+ full platform upgrade cycles in enterprise environments.
• Diagnostics: Mastery of ServiceNow troubleshooting tools (Script Debugger, Background Scripts, logs, analytics, monitoring).
• Development: Expert-level understanding of Scoped App architecture, ServiceNow Studio, and best-practice coding.
• Release Engineering: Strong experience with Application Repository, update sets, version control, and multi-instance deployments.
• Integrations: Proficiency with:
  • IntegrationHub
  • REST/SOAP Web Services
  • MID Server installation, configuration, and operational debugging
  • Strong understanding of enterprise authentication methods (OAuth, Mutual Auth, certificates).

Experience Requirements

• 3–5+ years of ServiceNow development and platform engineering experience.
• Experience working in high-governance, federal, or regulated enterprise environments.
• Demonstrated ability to work across ITSM, CMDB, ITOM, and general platform functionality as a well-rounded engineer.

Required Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) — Discovery, ITSM, or another product line (minimum one required)

Preferred

• Experience interacting with government customer leads during release cycles.
• Prior participation in multi-team troubleshooting across platform, scoped apps, and integrations.
• Exposure to AES, automated test frameworks, or CI/CD pipeline tools.

Work Environment & Schedule

• Fully remote role.
• Must be available during core hours 9AM–3PM Eastern Time.
• Occasional customer-facing responsibilities as Release Manager.

Why Join LightFeather?

At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.