Description and Requirements The Opportunity We are seeking a highly skilled and experienced Lead Software / Platform Engineer to drive the design, development, and optimization of the ServiceNow Platform. This role is critical to shaping platform architecture, ensuring scalability and reliability, and delivering enterprise-grade solutions that support digital transformation initiatives across the organization. The role requires deep expertise in both Information Technology Service Management (ITSM) and Information Technology Operations Management (ITOM), with a strong emphasis on Discovery and alignment to the Common Service Data Model (CSDM).
Key Responsibilities - Architect, design, and implement scalable, secure, and high-performing ServiceNow solutions across Information Technology Service Management (ITSM), Information Technology Operations Management (ITOM), Human Resources Service Delivery (HRSD), and other platform capabilities.
- Serve as a technical lead for IT Service Management (ITSM) processes including Incident Management, Problem Management, Change Management, Request Fulfillment, and Knowledge Management, ensuring consistent adoption of best practices and platform standards.
- Lead ServiceNow Information Technology Operations Management (ITOM) implementations with deep expertise in Discovery, Event Management, Service Mapping, and health modeling, aligned to Common Service Data Model (CSDM) standards.
- Own the platform Configuration Management Database (CMDB) strategy, including data model design, Discovery patterns, data quality, relationship integrity, and lifecycle governance in accordance with CSDM best practices.
- Collaborate with cross-functional teams to gather requirements, design workflows, and deliver ITSM and ITOM enhancements, automations, and integrations.
- Mentor and guide engineers and developers, fostering a culture of technical excellence, operational stability, and continuous improvement.
- Establish and enforce platform governance, architectural patterns, code quality standards, and operational best practices across ITSM and ITOM solutions.
- Design and implement integrations between ServiceNow and enterprise systems using Application Programming Interfaces (APIs), web services, and middleware technologies.
- Stay current with ServiceNow releases, features, and industry trends to proactively drive innovation and optimization across ITSM and ITOM capabilities.
Required Qualifications - Bachelor's or Master's degree in Computer Science, Engineering, or a related field.
- 7+ years of experience focused on ServiceNow platform engineering and architecture.
- Strong hands-on expertise in Information Technology Service Management (ITSM), including core process design, workflow automation, and operational reporting.
- Proven expertise in Information Technology Operations Management (ITOM) with deep experience in Discovery, Event Management, Service Mapping, and/or CMDB design aligned to the Common Service Data Model (CSDM).
- Deep knowledge of ServiceNow scripting, including JavaScript and Glide Application Programming Interfaces (Glide APIs).
- Strong experience with Flow Designer and IntegrationHub for ITSM and ITOM orchestration and automation.
- Experience working within Agile methodologies and DevOps practices.
- Excellent problem-solving, communication, and technical leadership skills.
Preferred Qualifications - ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD).
- Experience with cloud platforms such as Amazon Web Services (AWS), Microsoft Azure, or Google Cloud Platform (GCP).
- Strong knowledge of the Information Technology Infrastructure Library (ITIL) framework and enterprise architecture principles.
- Familiarity with security, risk, and compliance standards relevant to enterprise ServiceNow implementations.
- ServiceNow Certified Implementation Specialist (CIS) certification, particularly in Information Technology Service Management (ITSM) or Information Technology Operations Management (ITOM).
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Location Expectation: This is a hybrid role
requiring a minimum of 3 days per week in office.
The expected salary range for this position is $120,000 - $161,600 . This role may also be eligible for annual short-term incentive compensation and stock-based long-term incentives. All incentives and benefits are subject to the applicable plan terms.
Benefits We Offer Our U.S. benefits address holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer a comprehensive health plan that includes medical/prescription drug and vision, dental insurance, and no-cost short- and long-term disability. We also provide company-paid life insurance and legal services, a retirement pension funded entirely by MetLife and 401(k) with employer matching, group discounts on voluntary insurance products including auto and home, pet, critical illness, hospital indemnity, and accident insurance, as well as Employee Assistance Program (EAP) and digital mental health programs, parental leave, paid time off, paid holidays, volunteer time off, tuition assistance and much more! For more information regarding MetLife's U.S. benefits, please
click here . 
