Description
This role provides hands-on technical leadership for the ServiceNow platform in a data center and infrastructure-heavy environment. The Lead ServiceNow Platform Engineer will deliver senior-level platform work, guide a small team of developers and administrators, and ensure ServiceNow solutions are scalable, supportable, and aligned with operational needs. Primary focus areas include Information Technology Service Management, Information Technology Operations Management, Configuration Management Database, Common Service Data Model, Discovery, Service Mapping, integrations, operational workflows, reporting, and platform governance.
Key Responsibilities and Essential Job Functions
Success Measures
- Improved quality, consistency, and throughput of ServiceNow development and administration work.
- Improved Configuration Management Database accuracy, Discovery coverage, service visibility, and operational reporting.
- More consistent incident, request, change, and operational workflows aligned to real business processes.
- Reduced unnecessary customization, platform defects, release risk, and technical debt.
Core Responsibilities
- Serve as the hands-on technical lead for ServiceNow design, configuration, troubleshooting, enhancement, release support, and platform governance.
- Provide day-to-day technical direction, mentoring, work review, and quality oversight for approximately 3–4 ServiceNow developers and administrators.
- Improve and support workflows for incident, major incident, problem, change, request, catalog, knowledge, approvals, service levels, notifications, and operational tasks.
- Lead Configuration Management Database and Common Service Data Model practices, including class structure, relationships, service models, ownership, lifecycle, reconciliation, and data quality controls.
- Support Information Technology Operations Management capabilities, including Discovery, Service Mapping, MID Servers, Event Management, infrastructure visibility, and service health.
- Partner with infrastructure, data center operations, security, service desk, and business stakeholders to translate requirements into practical ServiceNow solutions.
- Oversee integrations, dashboards, operational reporting, development standards, testing discipline, release quality, documentation, backlog prioritization, and technical debt reduction.
Required Qualifications
- Bachelor’s degree in Computer Science, Information Systems, Engineering, or equivalent technical field.
- 8+ years of ServiceNow platform experience, including hands-on configuration, enhancement, integration, administration, implementation, or platform support.
- 5+ years of hands-on ServiceNow Information Technology Service Management experience across incident, problem, change, request, catalog, knowledge, approvals, and service levels.
- 3+ years providing technical leadership, solution oversight, code/configuration review, mentoring, or day-to-day direction to ServiceNow developers or administrators.
- Strong hands-on experience with Configuration Management Database, Common Service Data Model, Discovery, Service Mapping, MID Servers, and infrastructure visibility.
- Ability to work directly with operations and business stakeholders to deliver practical, maintainable, and supportable platform solutions.
Preferred Qualifications
- ServiceNow certifications, such as Certified System Administrator, Certified Implementation Specialist, Certified Application Developer, or relevant product certifications.
- Experience in data center, managed services, cloud, telecommunications, hosting, colocation, or other high-availability technology operations environments.
- Experience with ServiceNow integrations using Integration Hub, application programming interfaces, middleware, event sources, monitoring tools, or related patterns.
- Experience with Field Service Management, Security Operations, Vulnerability Response, Enterprise Asset Management, Hardware Asset Management, Event Management, Performance Analytics, or platform modernization.
Base Pay Range
Annualized salary range offered for this position is estimated to be $155,000 - $170,000. However, the actual pay range depends on each candidate’s experience, location, and qualifications.
Variable Pay
Discretionary annual bonus, based on personal and company performance.
Not meeting every single requirement? No problem! We are looking for candidates who possess unique skills that set them apart from the rest. If you're enthusiastic about this role and believe you have the skills and abilities that would make you successful, don't hesitate to apply today!
At Flexential, we value diversity and believe that different perspectives and unique skills make us stronger as a team. While we've outlined the qualities and skills we are looking for in this job posting, we understand that there may be attributes and abilities that aren't explicitly listed but could be a perfect fit for our team. We want to emphasize that you shouldn't hesitate to apply if you don't meet every requirement. We're enthusiastic about assembling a diverse team of individuals who bring various talents to the table. Your unique perspective and abilities may be just what we need to drive innovation and success. If you believe you have what it takes to thrive in our environment, we encourage you to apply.
Benefits of working at Flexential
• Medical, Telehealth, Dental and Vision
• 401(k)
• Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA)
• Life and AD&D
• Short Term and Long-Term disability
• Flex Paid Time Off (PTO)
• Leave of Absence
• Employee Assistance Program
• Wellness Program
• Rewards and Recognition Program
Benefits are subject to change at the Company's discretion.
Work Location Eligibility
At this time, we are only able to employ individuals who reside and perform work in states where the company is authorized to do business and maintain employment registrations. We are currently unable to consider applicants who reside or will perform work in the following states: Arkansas, Alaska, Alabama, Delaware, Hawaii, Iowa, Kansas, Louisiana, Maine, Maryland, North Dakota, Rhode Island, South Dakota, Wisconsin, Wyoming, Washington DC.
Applicants must be legally authorized to work in the United States and must reside in a state where the company maintains employment eligibility at the time of hire and throughout their employment. State eligibility may be subject to change based on business needs and regulatory requirements.
Flexential participates in the E-Verify program. Please click here for more information.
EEOC Statement: Flexential is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
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