Staff ServiceNow Platform Engineer

About the role

Zoox is seeking a technical leader to define the long-term strategy for our ServiceNow environment while maintaining active involvement in hands-on development. You will balance high-level architectural planning with direct execution on complex projects, ensuring our platform supports the needs of our autonomous vehicle ecosystem. In this capacity, you will act as the central authority on platform direction, aligning technological capabilities with the operational needs of a cutting-edge mobility company. You are expected to translate abstract business objectives into concrete technical requirements for the ServiceNow suite. This role requires a rare combination of strategic vision and meticulous execution. You will own the end-to-end lifecycle of the platform, from initial design through deployment and optimization.

Key facts

What you'll do

• Conduct discovery sessions with stakeholders to map current-state workflows and identify opportunities for automation within the ServiceNow platform.
• Architect and deploy integrations between ServiceNow and external line-of-business systems, ensuring data integrity and reliable message delivery.
• Develop and maintain complex business rules, scripts, and workflows using Flow Designer to automate intricate operational processes.
• Create and manage comprehensive technical documentation for platform configurations, standard operating procedures, and architectural decisions.
• Perform code reviews and quality assurance checks on customizations developed by contractors to ensure adherence to best practices.
• Analyze platform performance metrics and logs to diagnose issues and recommend optimizations for incident response and case resolution times.
• Design and implement data management strategies, including data imports, transformations, and archival policies for large-scale datasets.
• Coordinate with security and compliance teams to implement access controls, role-based permissions, and audit trails for sensitive configurations.
• Lead the evaluation and selection of third-party applications from the ServiceNow Store, assessing their fit and potential impact on the core platform.
• Establish a center of excellence model by defining coding standards, naming conventions, and deployment pipelines for the ServiceNow lifecycle.
• Prepare executive-level briefings that articulate the platform roadmap, risk mitigation strategies, and return on investment for platform initiatives.
• Facilitate workshops with business units to gather requirements and validate solutions before moving into configuration and build phases.
• Mentor junior engineers and contractors on ServiceNow development methodologies, debugging techniques, and platform capabilities.
• Drive the resolution of complex, cross-functional incidents by leveraging deep knowledge of the CMDB, asset hierarchies, and dependency mapping.

Requirements

• 10+ years of professional experience with ServiceNow.
• 5+ years of experience in technical architecture or design roles.
• Current, hands-on technical proficiency in Flow Designer, scripting, integrations, and application development.
• Deep expertise in ServiceNow architecture, specifically within ITSM, ITOM, ITAM, and IntegrationHub.
• Demonstrated ability to manage managed services providers or system integration partners.
• Experience presenting platform strategies and roadmaps to executive leadership.
• Required certifications: Certified System Administrator (CSA) and Certified Application Developer (CAD).

Nice to have

• Experience managing contractor teams and setting delivery priorities.
• Strong communication skills for both technical and non-technical stakeholders.
• Certified Technical Architect (CTA) certification.
• Certified Implementation Specialist (CIS) in ITSM, HAM, or Discovery.

Practical notes

• If you require accommodations during the hiring process, please contact accommodations@zoox.com.
• You are encouraged to apply even if you do not meet every listed requirement.

This position is based in Foster City, Canada, and operates on a full-time schedule. The successful candidate will be expected to work standard business hours, with flexibility to attend meetings across various time zones as required by the global nature of the business. Travel is not currently required for this role, allowing for a stable remote or hybrid work arrangement. The position is subject to standard employment eligibility requirements, including the right to work in the country of assignment. All hires are contingent upon the completion of standard background checks and reference verifications. This job description is intended to outline the general nature and level of work performed by employees in this role and does not define or limit any other duties that may be assigned as business needs and circumstances change. The company reserves the right to modify this job description at any time.

At Zoox, we are reimagining transportation from the ground up. Our mission is to build the world's most advanced self-driving hardware and software solution. The efficiency demands of such a system require an expert fine tuning of both the compute hardware architecture as well as the algorithms and middleware that runs on it to achieve maximum throughput at the most optimal power levels. This role sits at the intersection of infrastructure and innovation, where your work will directly impact the reliability and scalability of the platform that supports our autonomous vehicles. You will be responsible for ensuring that our ServiceNow environment is not just a tool, but a strategic asset that enables speed, compliance, and operational excellence. Your contributions will be visible across the organization, influencing how teams collaborate, how incidents are resolved, and how we maintain control over our complex technical landscape. This is an opportunity to build a platform from the ground up in a high-growth, mission-critical environment. If you thrive in situations where technology meets rigorous operational demands, this role is for you.