Senior ServiceNow Platform Engineer

Senior ServiceNow Platform Engineer

Location:
Enterprise Business Services Center – New York, NY

Work Schedule:
9:00 a.m. – 5:30 p.m. (7.5 hours/day) or as required

This role is eligible for
hybrid telework
, currently up to
two days per week
. New hires may apply for telework eligibility after 30 days of employment.

About the Organization

This organization operates one of the largest and most complex transportation and infrastructure networks in North America, supporting millions of users across a multi-state service region. The enterprise oversees extensive physical, digital, financial, operational, and security systems and prioritizes safety, reliability, and customer service excellence.

The Information Technology division provides comprehensive
Information Technology (IT)
and
Operational Technology (OT)
services across the organization’s agencies and administrative units. Services are delivered on a
24/7/365 basis
to support mission-critical operations.

The
Product Development organization
consists of empowered, cross-functional teams responsible for the end-to-end lifecycle of enterprise platforms and applications—from strategy and design through development, delivery, and ongoing optimization. These teams focus on building secure, scalable, and innovative systems that support operational and business objectives.

Role Summary

The
Senior Platform Engineer
is a key contributor responsible for ensuring the stability, scalability, security, and continued advancement of enterprise service-management platforms.

As the organization increases its reliance on digital workflows and automation, this role provides hands-on engineering leadership to design, enhance, and optimize platform-based solutions while reducing reliance on external managed service providers.

The position focuses on
designing, developing, customizing, integrating, and supporting enterprise platforms
, including workflow automation, system integrations, performance optimization, and platform upgrades.

Critical Skills

- Strong hands-on experience managing and developing on enterprise service-management platforms
- Experience with advanced platform capabilities such as
Performance Analytics
,
Virtual Agent
, or
AI-powered search
- Proficiency with version control and CI/CD tools (e.g., Git, Jenkins)
- Experience developing automation and platform logic using scripting frameworks and APIs
- Knowledge of IT service management processes and frameworks (e.g., ITIL)

Key Responsibilities

- Define and manage functional and technical requirements, ensuring traceability to business needs
- Build, configure, and customize platform applications, modules, and workflows across core service processes such as
Incident, Problem, Change, and Service Request Management
- Design and implement integrations with third-party applications using
REST, SOAP, and API-based technologies
- Develop and optimize platform-level logic and automation using configuration scripts, event-driven processing, workflow execution, and reusable components
- Monitor system performance, troubleshoot issues, implement corrective actions, and manage platform upgrades
- Stay current with platform releases, emerging features, and industry best practices
- Develop and execute test plans, test cases, and automated testing frameworks
- Define acceptance criteria for functional, non-functional, and business requirements
- Evaluate system usability, accessibility, and security to ensure compliance with enterprise standards
- Develop and maintain operational tools, system documentation, and platform support artifacts
- Support incident and problem resolution by diagnosing issues, analyzing trends, and producing reports
- Manage or contribute to small projects or sub-projects; may act as product owner for lower-complexity products or services
- Conduct quality, safety, and risk assessments and recommend improvement opportunities
- Monitor vendor performance, customer satisfaction, and compliance with security and service requirements
- Continuously enhance technical skills and knowledge of software engineering practices and emerging technologies
- Design and manage access controls, authentication, roles, and permissions to ensure secure operation
- Provide technical guidance to project teams and mentor junior staff
- Perform additional duties as assigned

Additional Requirements

• Occasional travel to other organizational locations may be required
• May be required to work outside standard business hours to support 24/7 operations
• May be responsible for observing contractor work, reviewing invoices, addressing performance issues, and escalating concerns when necessary

Required Qualifications

Education

- Bachelor’s degree plus a minimum of
5 years of relevant experience
- Equivalent combinations of education and experience may be considered

Experience

- Minimum of
5 years
in platform engineering or enterprise application development

Certifications

• At least one current, relevant platform or technology certification, such as:
• Certified Implementation Specialist (various modules)
• Certified Application Developer
• ITIL Foundation
• Certified Scrum Developer
• Certified Software Development or Secure Software Lifecycle certifications

Technical Skills

• Extensive hands-on experience with enterprise platform technologies, including:
• Cloud computing environments
• Containerization and orchestration
• CI/CD pipelines
• Strong experience with scripting languages and APIs (server-side and client-side)
• Experience with platform modules such as ITSM, ITOM, ITAM, HRSD, or CSM
• Familiarity with development and configuration tools (Flow Designer, IDEs, update/versioning tools)
• Knowledge of web technologies (HTML, CSS, JavaScript frameworks)
• Strong understanding of platform architecture and data models
• Excellent analytical, troubleshooting, and communication skills

Behavioral Skills

• Advanced ability to collaborate effectively with technical and non-technical stakeholders
• Strong written and verbal communication skills
• Proven ability to manage risk, prioritize competing demands, and solve complex problems
• Strong customer-service orientation and attention to detail
• Ability to work independently and strategically in a fast-paced environment
• Capable of managing multiple initiatives simultaneously and meeting deadlines under pressure