Work Location: Fully Remote
Work Hours: Day Shift with Core Business hours. Eastern standard time.
Purpose:
The Platform Engineer - Lead provides technical leadership for the ServiceNow IT Service Management (ITSM) engineering team and is responsible for the design, development, support, and continuous improvement of the Incident, Major Incident, Change, Request, Problem, Knowledge, and related platform capabilities. This role leads a team of Platform Engineers while remaining actively engaged in solution design and development. The Platform Engineer - Lead works closely with Process Owners, Architects, Platform Engineering leadership, and business stakeholders to deliver scalable, secure, and maintainable solutions that align with enterprise architecture, operational objectives, and organizational standards. This individual is responsible for maintaining the technical health and architecture of the team's solutions while promoting engineering best practices, operational excellence, and continuous improvement.
Responsibilities:
• Lead ITSM Platform engineering team.
• Develop ServiceNow solutions.
• Lead Agile delivery.
• Manage releases and production support.
• Mentor platform engineers.
• Review incoming user stories and technical requirements to ensure they are complete, technically sound, and aligned with platform architecture and organizational standards.
• Participate in Agile ceremonies including backlog refinement, sprint planning, estimation, daily standups, sprint reviews, and retrospectives while collaborating with Process Owners, and stakeholders throughout the software development lifecycle.
• Coordinate and support User Acceptance Testing (UAT), defect resolution, and production-readiness activities.
• Troubleshoot complex production issues, perform root cause analysis, and implement long-term corrective actions.
• Participate in a rotating on-call support schedule to provide operational support for the ServiceNow platform and respond to production incidents as needed.
• Develop and maintain technical documentation, solution designs, operational procedures, and support documentation.
• Collaborate with Enterprise Architecture, Security, Infrastructure, Integration, and business teams to design and implement enterprise solutions.
• Promote Agile DevOps principles and engineering best practices throughout the software development lifecycle.
• Contribute to platform roadmaps, technical strategy, continuous improvement initiatives, and adoption of new platform capabilities while ensuring solutions remain reliable, secure, supportable, and aligned with organizational objective
Qualifications:
• Typically, a four-year academic degree in computer programming, systems analysis, system development, or systems engineering, and/or at least seven years of practical experience in core IT functions in an engineering role.
• Solid Experience with ServiceNow systems, modules, or similar platforms.
• Solid Experience in scripting languages such as JavaScript, Python, or equivalent.
• Solid Experience in understanding the DevSecOps model and its implementation.
• Solid Experience understanding with Agile methodologies for software development.
• Excellent written and verbal communication skills, with the ability to effectively interact at all levels of management.
• Strong attention to detail, organizational skills, and commitment to high-quality work.
• Ability to manage multiple tasks and work streams while providing clear progress updates to leadership.
• Capability to draft and document comprehensive test plans for both technical and business audiences.
• Adaptability, flexibility, and a willingness to quickly learn new technologies and concepts.
• A high level of customer service and collaboration in team environments.
• Ability to independently architect an automation solution based on requirements.
• Experience mentoring others Ability to view all initiatives and goals from both a macro and micro perspective.
Top 3 Skills Needed:
• ServiceNow development expertise.
• Technical leadership skills.
• Agile software delivery skills.
Preferred:
• ServiceNow engineering, development, consulting, technical lead experience supporting enterprise SaaS platforms.
• Experience in healthcare or other large, complex enterprise organizations.
• Current or past UPMC employee or contractor
Licensure, Certifications, and Clearances: Act 34
