ResponsibilitiesEssential Responsibilities:
Drive Core Engineering Excellence to ensure we build, run and operate the ServiceNow Platform and core products with high Availability, Resiliency and operational insights.
Develop and execute on project plan and timelines, manage budgets with our cloud provides and manage the relationships with internal and external partners.
Collaborate with various stakeholders to understand their needs and propose appropriate architecture/design for implementation.
Identify areas for growth with a focus on software development testing and automation.
Drive automation with AI and other ServiceNow automation features while ensuring the right levels of testing and code quality checks are in place.
Serve as a coach and mentor to platform architects, engineers, and platform product/process owners.
Essential Skills Needed:
Bachelor’s degree in Computer Science or related fields.
Minimum of 8 years of leadership experience on the ServiceNow Platform.
Understand platform architecture, data models, tables, relationships, scoped applications, integrations, security, upgrade implications, and platform limits.
The ability to break technical requirements into technical components, identify dependencies/complexity, estimate developer effort, and challenge estimates from the team partners.
JavaScript, Business Rules, Script Includes, Flow Designer, Integration Hub, REST/SOAP APIs, ACLs, UI configurations, debugging and performance trouble shooting.
Understanding how major products/capabilities interact (not necessarily be the SME for every module).
Strong knowledge of Incident, Problem, Request, Change, Knowledge, Service Operations Workspace, CMDB and related workflows.
Understand CI relationships, Discovery, Service Mapping, CSDM, identification/reconciliation, and data quality.
Establish development standards, code reviews, technical governance, release controls and guardrails to prevent unnecessary customization.
Recognize poor queries, inefficient scripting, excessive automation, integration bottlenecks and other platform performance risks.
Understand Now Assist, GenAI capabilities, AI agents, skills, use cases, governance, security, and value realization.
Source control, update sets/app repo, automated testing (APM), CI/CD, cloning, environment strategy, release, and upgrades.
Challenge partner designs, estimates, staffing models, and technical recommendations rather than rely on vendors for technical direction.
Hire, coach and develop engineers; establish expectations; conduct performance reviews.
Demonstrate clear and effective verbal and written communication skills with all levels of staff.
Ability to resolve problems quickly as they arise and lead through obscurity of these problems and build solutions for future.
Demonstrated experience in leading people and working with diverse development teams.
Show an ownership mindset in everything you do. Be a problem solver, be curious and be inspired to take action. Be proactive, seek ways to collaborate and connect with people and teams in support of driving success.
Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
