Location(s)
Alpharetta, Georgia, Birmingham, Alabama, Chicago, Illinois, Dallas, Texas, Downers Grove, Illinois, Jacksonville, Florida

Position Summary

We are seeking an experienced Lead ServiceNow Engineer to provide hands-on engineering, solution design, technical leadership, and advanced support for our enterprise ServiceNow platform.

This role serves as a senior technical subject matter expert for ServiceNow and is responsible for designing, developing, integrating, troubleshooting, and continuously improving solutions across the platform. The Lead ServiceNow Engineer works closely with the ServiceNow IT System Owner, business stakeholders, enterprise architecture, infrastructure, security, identity teams, and implementation partners to translate business and technical requirements into scalable and maintainable ServiceNow solutions.

The successful candidate will combine deep hands-on ServiceNow expertise with strong solution-design and technical-leadership capabilities. This individual should be comfortable working across applications and enterprise integrations, investigating complex platform issues, designing new capabilities, evaluating technical approaches, and providing technical direction to other administrators, developers, and external partners.

The role emphasizes an out-of-the-box first engineering approach, appropriate use of ServiceNow platform capabilities, reduction of unnecessary customization and technical debt, and long-term maintainability of the platform.

Position Responsibilities

• Serve as a senior technical subject matter expert and engineering resource for the ServiceNow platform.
• Design, configure, develop, test, deploy, troubleshoot, and support ServiceNow solutions across enterprise use cases.
• Translate business, functional, security, and integration requirements into scalable ServiceNow technical designs.
• Provide technical leadership for complex ServiceNow enhancements, integrations, automation, modernization efforts, and platform initiatives.
• Develop and maintain solutions using capabilities including Flow Designer, IntegrationHub, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, notifications, Service Catalog, APIs, scheduled processing, and related ServiceNow technologies.
• Design, implement, troubleshoot, and support integrations between ServiceNow and enterprise systems using REST/SOAP APIs, IntegrationHub, MID Servers, file-based integrations, and other appropriate integration patterns.
• Support integrations and automation involving identity, provisioning, HR, security, monitoring, work-management, and other enterprise platforms.
• Provide engineering support for enterprise ITSM capabilities, including Incident, Major Incident, Problem, Change, Request, Knowledge, Service Catalog, and related workflows.
• Design and support ServiceNow Strategic Portfolio Management (SPM) solutions, including Demand, Project, Portfolio, Strategic Planning, Agile delivery components, organizational structures, and related data relationships where applicable.
• Analyze existing workflows, customizations, integrations, and applications to identify technical debt, obsolete functionality, modernization opportunities, and opportunities to return functionality to out-of-the-box ServiceNow capabilities.
• Investigate complex production issues across ServiceNow configuration, scripting, integrations, authentication, MID Servers, data, workflows, and connected enterprise systems.
• Lead or perform technical analysis and root-cause investigation for platform and integration failures.
• Participate in ServiceNow upgrades, patches, releases, and environment-management activities across development, test, and production environments.
• Analyze upgrade impacts, skipped changes, customizations, integrations, and other platform dependencies and coordinate remediation and validation activities.
• Develop risk-based testing and technical validation strategies for ServiceNow upgrades, releases, and significant platform changes.
• Design and maintain appropriate roles, groups, ACLs, delegation behavior, privileged-access controls, and other platform security mechanisms in coordination with security and governance stakeholders.
• Partner with Configuration Management and architecture teams to support effective CMDB and CSDM implementation, integration, and data-quality practices.
• Evaluate new ServiceNow features and platform capabilities and provide technical recommendations regarding adoption, implementation approach, dependencies, and impact to existing solutions.
• Promote reuse of platform capabilities and common technical patterns rather than unnecessary custom development.
• Establish and maintain engineering standards, reusable development patterns, integration patterns, technical documentation, and operational procedures.
• Perform technical reviews of solutions developed by internal resources, consultants, implementation partners, and managed-service providers.
• Identify architectural, scalability, security, maintainability, and technical-debt concerns during solution design and implementation.
• Provide technical guidance and mentoring to ServiceNow administrators, developers, and other technical resources.
• Collaborate with the ServiceNow IT System Owner and other stakeholders on platform priorities, roadmap initiatives, technical risk, lifecycle management, and platform health.

Position Qualifications

• Approximately 7+ years of ServiceNow experience, including experience as a ServiceNow engineer, developer, senior administrator, technical lead, architect, or similar technical role.
• ServiceNow Certified System Administrator (CSA) certification.
• At least one current ServiceNow Certified Implementation Specialist (CIS) certification or comparable advanced ServiceNow certification.
• Strong hands-on experience designing, configuring, developing, troubleshooting, and supporting ServiceNow in a complex enterprise environment.
• Strong experience with ServiceNow ITSM and core platform capabilities.
• Hands-on experience with ServiceNow scripting and development, including JavaScript, Business Rules, Script Includes, Client Scripts, UI Policies, ACLs, and related platform technologies.
• Experience with Flow Designer, Service Catalog, notifications, scheduled processing, and platform automation.
• Experience designing and supporting ServiceNow integrations using REST/SOAP APIs, IntegrationHub, MID Servers, file-based integrations, or comparable integration technologies.
• Experience troubleshooting integrations and distributed processes spanning ServiceNow and external enterprise systems.
• Experience with ServiceNow upgrades, release management, testing, production deployment, and post-release support.
• Strong understanding of ServiceNow security concepts, including roles, groups, ACLs, authentication, delegation, and privileged access.
• Working knowledge of CMDB and CSDM principles and their relationship to ServiceNow applications and enterprise architecture.
• Strong understanding of ServiceNow data models, application relationships, workflow/automation patterns, and platform architecture.
• Strong troubleshooting and root-cause-analysis skills across applications, integrations, data, infrastructure dependencies, and platform configuration.
• Demonstrated ability to translate complex business requirements into scalable, maintainable technical solutions.
• Strong technical documentation and communication skills with the ability to communicate effectively with both technical and non-technical stakeholders.
• This position works at the Kemper office.

The range for this position is $89000 to $148100. When determining candidate offers, we consider experience, skills, education, certifications, and geographic location among other factors. This job is eligible for an annual discretionary bonus and Kemper benefits (Medical, Dental, Vision, PTO, 401k, etc.).

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