Lead ServiceNow Platform Architect (ITSM/ITOM)

MetLife; Bridgewater (MA); Hybrid; USD 120,000 - 161,600; Full time

Benefits offered by this job

Health plan

Life insurance

401(k) with employer matching

Job summary

MetLife is seeking a highly skilled Lead Software / Platform Engineer to drive ServiceNow ITSM and ITOM design, development and optimization across enterprise platforms. You will guide Discovery, Service Mapping, CMDB strategy, and integration efforts, ensuring scalable, reliable enterprise solutions and alignment to CSDM.

The role emphasizes architecture leadership, agile DevOps practices, and collaboration with cross-functional teams while maintaining governance and best practices for

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 ITSM including core process design workflow automation and operational reporting.
• Proven ITOM experience with Discovery, Event Management, Service Mapping and CMDB design aligned to CSDM.
• Deep knowledge of ServiceNow scripting including JavaScript and Glide APIs.
• Experience with Flow Designer and IntegrationHub for ITSM/ITOM orchestration and automation.
• Experience with Agile methodologies and DevOps practices.
• Excellent problem solving, communication and technical leadership skills.

Responsibilities

• Architect, design and implement scalable, secure and high-performing ServiceNow solutions across ITSM, ITOM, HRSD and other capabilities.
• Lead ITSM processes including Incident, Problem, Change, Request Fulfillment and Knowledge Management.
• Lead ITOM implementations with Discovery, Event Management, Service Mapping and health modeling aligned to CSDM.
• Own CMDB strategy including data model design, Discovery patterns, quality and lifecycle governance per CSDM.
• Collaborate with cross functional teams to gather requirements, design workflows and deliver ITSM/ITOM enhancements and integrations.
• Mentor engineers and developers, promoting technical excellence and stability.
• Establish platform governance, architectural patterns, code quality standards and best practices.
• Design and implement integrations between ServiceNow and enterprise systems using APIs and middleware.
• Stay current with ServiceNow releases and industry trends to drive innovation.

Skills

ServiceNow ITSM

ServiceNow ITOM

Discovery

Service Mapping

CMDB design

JavaScript

Glide APIs

Flow Designer

IntegrationHub

Agile methodologies

DevOps practices

Education

Bachelor’s or Master’s degree in Computer Science/Engineering

Tools

AWS

Azure

GCP

Job description

MetLife is seeking a highly skilled Lead Software / Platform Engineer to drive ServiceNow ITSM and ITOM design, development and optimization across enterprise platforms. You will guide Discovery, Service Mapping, CMDB strategy, and integration efforts, ensuring scalable, reliable enterprise solutions and alignment to CSDM.

The role emphasizes architecture leadership, agile DevOps practices, and collaboration with cross-functional teams while maintaining governance and best practices for