Senior ServiceNow Engineer – HRSD & Custom Apps Lead

600 UMG Recordings Inc; California (MO); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical coverage

Vision coverage

Fertility coverage

Wellbeing reimbursements

401(k) with employer contributions

Flexible PTO

Job summary

Universal Music Group is seeking a Senior Engineer, ServiceNow Custom App Lead to own stakeholder relationships, backlog, and KPIs for HRSD and ServiceNow workflows. You will define end-to-end journeys, approvals, fulfillment steps, and reporting requirements.

This role partners with a global ServiceNow team to drive delivery, adoption, and continuous improvement across time zones, ensuring secure, upgrade-safe designs and effective change enablement.

Qualifications

• 5+ years of experience delivering business workflows on enterprise platforms or service management environments.
• 3+ 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 area.
• Experience defining requirements, acceptance criteria, and leading UAT coordination and business sign-off.
• Experience partnering with platform teams to ensure secure, supportable, and upgrade-safe solutions.
• Experience working with globally distributed teams across multiple time zones.

Responsibilities

• Own stakeholder relationships and outcomes, backlog, and KPIs for HRSD and ServiceNow custom applications/workflows.
• Define end-to-end journeys, approvals, fulfilment steps, and reporting requirements for each service.
• Drive intake, prioritization, and delivery readiness (stories, acceptance criteria, UAT coordination, sign-off).
• Partner with Platform team to ensure designs follow standards, are secure, and upgrade-safe and supportable.
• Drive 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 handoffs.

Skills

Stakeholder management

Service design

ServiceNow configuration

Backlog ownership

Cross-timezone collaboration

Tools

ServiceNow

Job description

Universal Music Group is seeking a Senior Engineer, ServiceNow Custom App Lead to own stakeholder relationships, backlog, and KPIs for HRSD and ServiceNow workflows. You will define end-to-end journeys, approvals, fulfillment steps, and reporting requirements.

This role partners with a global ServiceNow team to drive delivery, adoption, and continuous improvement across time zones, ensuring secure, upgrade-safe designs and effective change enablement.