Senior ServiceNow Platform Engineer

About the role

This role designs, builds and operates ServiceNow platform capabilities, owning platform stability, configuration and automation initiatives including Agentic AI and knowledge management. It also provides technical leadership and governance, manages the team's Agile backlog and ticket queue, and presents platform metrics to IT management weekly. It suits senior engineers with extensive ServiceNow development and troubleshooting experience.

What you'll do

• Configure, maintain and support the ServiceNow platform, including workflows, automations and integrations.
• Troubleshoot complex platform issues and support major releases, high-impact incidents and platform-wide changes.
• Design and enhance automation and Agentic AI capabilities to reduce manual effort and enable self-service.
• Create and maintain knowledge articles and SOPs documenting governance, standards and best practices.
• Perform routine audits, maintenance, and access, security and configuration reviews.
• Own the team's ticket queue against SLAs and manage the Agile backlog and sprint priorities.
• Present key platform metrics to IT management weekly.
• Partner with administrators, developers and stakeholders across IT and SaaS to support workflows and long-term platform strategy.
• Provide technical leadership and governance, including mentoring, design and code reviews, and enforcing standards and SOPs.

What you'll need

• 5+ years of strong communication and collaboration, translating complex ServiceNow concepts (Flow Designer, IntegrationHub, Agentic AI) into clear guidance for technical and business audiences.
• 5+ years of technical leadership and governance, including mentoring, design and code reviews, and enforcing standards and SOPs.
• 5+ years of strong prioritization skills, including 3-5 years managing an Agile backlog and a ticket queue against SLAs.
• 7+ years of advanced ServiceNow development: Flow Designer, IntegrationHub, REST/SOAP, Scripted REST APIs, OAuth, service catalog, Virtual Agent, knowledge management, scoped apps and Glide scripting.
• 7+ years troubleshooting complex issues and root-cause analysis, with the ability to present platform metrics to IT management.
• 1+ years with ServiceNow Agentic Workflow and AI Agents.
• 1+ years using Claude Cowork or Claude Code for ServiceNow development, including prompt engineering and skill creation.
• 1+ years configuring and securing ServiceNow MCP Server/Client integrations with governed MCP Tools and ACL/OAuth scoping.
• 3+ years with Hardware Asset Management, Employee Center, Now Assist and Operations Workspace.
• 1+ years with Atlassian products (Jira, JSM, Confluence), with a desire to become proficient.
• Strong written and verbal communicator with excellent documentation skills.
• Collaborative, detail-oriented and organized.
• Able to manage multiple priorities in a fast-paced environment.
• Calm under pressure and energized by complex problems.

Nice to have

• Experience as a ServiceNow platform owner, lead engineer or architect, including roadmap planning and technical debt management.
• ServiceNow certifications (CSA, CAD); advanced certifications preferred.
• Familiarity with broader agentic AI and LLM tooling and governed enterprise use of AI assistants.
• Advanced Atlassian administration and knowledge of enterprise security and compliance.

Benefits listed by Abnormal

• Bonus or incentive compensation may be available.
• Equity may be available.
• Comprehensive benefits package.

Tools & skills mentioned