ServiceNow Platform Engineer

About the role

This position is a critical contribution within the IT Infrastructure team where you will own the design, development, and maintenance of the ServiceNow platform. You will serve as the primary technical authority for the instance, ensuring that configurations, integrations, and automations align with evolving business needs. You will act as a bridge between technical capabilities and business users, translating complex platform functionality into clear strategies and solutions. A significant portion of your work will involve building and maintaining REST and SOAP integrations to connect ServiceNow with external systems such as Workday and Okta. You will be responsible for handling the full lifecycle of platform changes, from initial requirements gathering through deployment and post-implementation support. The role requires deep hands-on expertise to manage reactive support, resolve intricate bugs, and execute platform upgrades securely and efficiently. You will mentor other engineers and stakeholders on best practices, enforcing development standards and ensuring security compliance across all automation. Ultimately, you will take full ownership of the platform's reliability and performance, driving long-term improvements without constant oversight.

Key facts

What you'll do

Analyze intricate business requirements and translate them into robust ServiceNow configurations and custom applications.

Design, develop, and maintain complex integrations using Flow Designer and external APIs to ensure seamless data flow between ServiceNow and platforms like Workday and Okta.

Perform proactive and reactive support to resolve incidents quickly, applying advanced debugging techniques to minimize business disruption.

Lead platform upgrades and migrations, ensuring that data integrity, security protocols, and performance standards are strictly maintained.

Implement and optimize automation workflows to streamline IT service management, human resources processes, and virtual agent operations.

Conduct thorough code reviews and knowledge transfer sessions to uphold high development standards and improve team capabilities.

Collaborate closely with IT, People, Operations, and Finance leaders to align platform enhancements with strategic business objectives.

Utilize AI development tools such as Claude Enterprise and ChatGPT as force multipliers, applying rigorous security judgment in their implementation.

Document all configurations, procedures, and integrations comprehensively to create sustainable and maintainable solutions for the organization.

Approach the existing ServiceNow architecture with curiosity, seeking to understand the original design before proposing significant changes.

Champion best practices for governance, ensuring that all changes are compliant with security policies and regulatory requirements.

Mentor junior engineers and stakeholders on platform capabilities, fostering a culture of continuous learning and improvement.

Identify opportunities for process optimization and drive initiatives that increase efficiency across service delivery and support functions.

Serve as a technical advisor during project lifecycles, providing expert guidance on feasibility, risk, and implementation strategies.

Requirements

Bachelor's degree is required.

Demonstrate deep, hands-on ServiceNow expertise and the stakeholder maturity to communicate technical complexity clearly to less technical audiences.

Act as a self-starter who takes full ownership without constant oversight and commits to long-term, impactful results.

Write clean, well-tested, well-documented work that the entire team can rely on.

Use AI development tools such as Claude Enterprise and ChatGPT as force multipliers while applying security judgment in their use.

Approach the existing platform with curiosity about its original design before proposing changes.

Commit to working in an in-person environment at the headquarters to support faster decisions and stronger alignment with the company mission.

Practical notes

The role reports to the IT Infrastructure team, and the position is not a backfill but a growth hire.

Typical interview steps

Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.

Good to know

ServiceNow is an enterprise platform used for IT service management, human resources service delivery, knowledge management, and virtual agent automation.

Flow Designer enables low-code automation across applications and integrations.

Strong stakeholder management is essential when working with IT, People, Operations, and Finance leaders.

AI tools like Claude Enterprise and ChatGPT can support development when used responsibly.

In-person collaboration at the headquarters supports faster decisions and stronger alignment with the company mission.

Committed learning and mentorship are part of how the team scales platform capability over time.

Questions to ask

Good questions to ask the employer in the interview: what does success look like in the first six months, how is the team structured, what is the current biggest challenge, and how are decisions made. Asking about growth paths and the review process is also well received. Employers expect questions, and good ones show preparation.

Career growth

Engineering careers usually progress from individual contributor to senior, staff, and principal levels. Some engineers move into management and lead teams of five to twenty people. Others stay on the technical track. Growth follows demonstrated impact, not tenure alone. A typical engineering ladder has clear levels with defined expectations for scope, quality, and mentorship. Moving up usually requires owning outcomes end to end rather than completing assigned tickets.