Senior Engineer, ServiceNow Custom App Lead

Universal Music Group; Los Angeles (CA); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

Fertility coverage

Wellbeing reimbursements

401(k) with employer contribution

Paid time off and holidays

Job summary

Universal Music Group seeks a Senior Engineer, ServiceNow Custom App Lead to own HRSD workflows and ServiceNow apps. You will define end-to-end journeys, create approval models, and ensure secure, upgrade-safe designs while coordinating with a global team across time zones.

You will manage intake, prioritize work, coordinate UAT, and drive adoption through effective communication and training. 5+ years in enterprise workflow delivery required.

Qualifications

• 5+ years of experience delivering business workflows on enterprise platforms or service management environments.
• 3+ years hands-on experience delivering ServiceNow capabilities (workflows, catalog/approvals, reporting; HRSD preferred).
• Experience owning backlog, KPIs, and stakeholder outcomes for a domain or product area.

Responsibilities

• Own stakeholder relationships, backlog, and KPIs for HRSD and ServiceNow custom apps/workflows.
• Define end-to-end journeys, approvals, fulfilment steps, and reporting requirements.
• Drive intake, prioritization, and delivery readiness (stories, I) UAT coordination, sign-off).
• Partner with Platform team to ensure secure, upgrade-safe designs and supportability.
• Drive adoption and change enablement through communications and training needs.

Skills

Stakeholder mgmt

ServiceNow configuration

HRSD workflows

Backlog management

UAT coordination

Cross-timezone collaboration

Acceptance criteria

Reporting

Process improvement

Tools

ServiceNow

Job description

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.How we LEAD:The Senior Engineer, ServiceNow Custom App Lead is accountable for stakeholder engagement and outcomes for ServiceNow custom workflows and applications (including HRSD and other business workflows built on the platform).This role owns the domain backlog and KPIs, defines end-to-end journeys and approval models, and ensures solutions are designed for supportability, compliance, and upgrade safety.Working as part of a globally distributed ServiceNow team, the role partners closely with platform leadership and delivery resources to drive predictable delivery, adoption, and continuous improvement across multiple time zones.How you'll CREATE:Own stakeholder relationships and outcomes, backlog, and KPIs for HRSD and ServiceNow custom applications/workflowsDefine end-to-end journeys, approvals, fulfilment steps, and reporting requirements for each serviceDrive intake, prioritization, and delivery readiness (stories, acceptance criteria, UAT coordination, sign-off)Partner with Platform team to ensure designs follow standards, are secure, and are upgrade-safe and supportableDrive adoption and change enablement (communications, training needs, and post-release continuous improvement)Collaborate effectively with a global ServiceNow team across time zones; align delivery with release cadence and handoffsBring your VIBE:Strong stakeholder management; able to translate business needs into clear services and measurable outcomesService design capability: map journeys, approval models, exceptions, and operational support requirementsStrong understanding of ServiceNow configuration and design patterns; preference for configuration over customizationAbility to manage intake/prioritization and drive UAT/sign-off to achieve predictable deliveryAbility to operate effectively in a global, multi-timezone team with structured coordination and handoffs5+ years of experience delivering business workflows on enterprise platforms or service management environments3+ years of hands-on experience delivering ServiceNow capabilities (workflows, catalog/approvals, reporting; HRSD preferred)Experience owning backlog, KPIs, and stakeholder outcomes for a domain or product areaExperience defining requirements, acceptance criteria, and leading UAT coordination and business sign-offExperience partnering with platform teams to ensure secure, supportable, and upgrade-safe solutionsExperience working with globally distributed teams across multiple time zonesPerks Playlist:Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):Comprehensive medical, dental, and vision coverageIncluding 100% coverage for out-patient in-network mental health servicesFertility coverage for eligible medical plan participantsWellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)Student Loan Repayment Assistance and Tuition Reimbursement401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contributionA variety of ways to prioritize much-needed time away from work including:Flexible Paid Time Off (PTO) for exempt employees3-weeks PTO for non-exempt employees2-weeks paid Winter Break10 Company Holidays (including Juneteenth and Wellbeing Day)Summer Fridays (between Memorial Day and Labor Day)Generous paid parental leave for every type of parentCheck out our full overview of benefits on the Perks Playlist page of the career site.Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.Universal Music Group is an Equal Opportunity EmployerWe are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.For more information, please click on the following links.E-Verify Participation Poster: English / SpanishE-Verify Right to Work Poster: English | SpanishJob Category:Technology