Senior ServiceNow Platform Engineer

Optomi; Edgewater Park Township (NJ); On-site; USD 140,000 - 190,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid time off

Professional development

Job summary

Optomi, in partnership with a leading enterprise, seeks a Senior ServiceNow Platform Engineer to oversee design, development, administration, and daily operations of the ServiceNow platform.

This role blends senior development with architecture and governance, building custom apps, automating workflows, managing upgrades, CMDB health, and ensuring security and ITIL/CSDM alignment. The ideal candidate will lead initiatives across ITSM, ITOM, and HRSD modules and collaborate with global teams.

Qualifications

• Bachelor's degree in IT, CS, or related field.
• 5+ years in IT Service Management.
• 4+ years hands-on ServiceNow development and administration.
• Strong experience with GlideRecord, GlideAjax, Business Rules, Script Includes, and Client Scripts.
• Experience with Flow Designer, IntegrationHub, Orchestration, and workflow automation.
• Experience designing REST and SOAP integrations.
• Experience managing ServiceNow upgrades, roles, data, ACLs, and security.
• Knowledge of CMDB, CSDM, and data-governance practices.
• ITIL process knowledge, especially Incident, Problem, Change, Major Incident.
• Strong requirements gathering and stakeholder communication.

Responsibilities

• Lead design, configuration, development, and ongoing support of the ServiceNow platform.
• Create and maintain Business Rules, Script Includes, Client Scripts, UI Policies, and other server/client functionality.
• Manage platform administration: roles, access, properties, data management, security configurations.
• Conduct technical audits for stabilization, modernization, and debt reduction.
• Design automated workflows using Flow Designer, Orchestration, and IntegrationHub.
• Build REST and SOAP integrations with enterprise apps.
• Configure MID Servers and integrations with Azure and SailPoint.
• Develop self-service capabilities and automation to reduce manual effort.

Skills

IT Service Management

GlideRecord

GlideAjax

Business Rules

Script Includes

Client Scripts

Flow Designer

IntegrationHub

Orchestration

REST Integrations

SOAP Integrations

CMDB

CSDM

ITIL

Stakeholder communication

Education

Bachelor’s degree in Information Technology, Computer Science, or a related field

Tools

Flow Designer

IntegrationHub

Orchestration

REST/SOAP Integrations

Job description

Optomi, in partnership with a leading enterprise, is seeking a Senior ServiceNow Platform Engineer to oversee the technical design, development, administration, and daily operations of the ServiceNow platform.

This role combines senior-level ServiceNow development with platform administration, architecture, and governance. The Senior ServiceNow Platform Engineer will build custom applications and integrations, automate enterprise workflows, manage upgrades, maintain CMDB health, and ensure the platform remains secure, scalable, and aligned with ITIL and CSDM best practices.

Key Responsibilities:

ServiceNow Development and Administration

• Lead the design, configuration, development, and ongoing support of the ServiceNow platform.
• Create and maintain Business Rules, Script Includes, Client Scripts, UI Policies, and other server-side and client-side functionality.
• Manage platform administration activities, including user roles, access controls, system properties, data management, and security configurations.
• Conduct technical audits to identify opportunities for platform stabilization, modernization, and technical-debt reduction.

Workflow Automation and Integrations

• Design and implement automated workflows using Flow Designer, Orchestration, IntegrationHub, and legacy Workflow capabilities.
• Build and maintain REST and SOAP integrations with external enterprise applications.
• Configure and support MID Servers and integrations with platforms such as Microsoft Azure and SailPoint.
• Develop self-service capabilities and automation that reduce manual effort and improve operational efficiency.

Platform Architecture and Governance

• Define current-state and target-state ServiceNow architecture to support scalability and long-term business objectives.
• Establish and enforce governance standards for development, access control, data management, and release processes.
• Ensure alignment with the Common Service Data Model, ITIL v4 practices, and organizational security requirements.
• Manage platform upgrades, testing, releases, security logs, and overall platform health.
• Maintain CMDB accuracy, completeness, and data quality.

ITSM and Continuous Improvement

• Maintain and enhance ITSM processes in alignment with ITIL best practices.
• Support Incident, Problem, Change, and Major Incident Management processes across the enterprise.
• Define and update SLAs, escalation paths, incident thresholds, and communication templates.
• Partner with IT leadership to standardize operational processes across technology domains.
• Use Continual Improvement Management to identify and deliver efficiencies across ITSM, ITOM, HRSD, and related modules.

Analytics, Reporting, and Stakeholder Management

• Gather business and technical requirements and translate them into effective ServiceNow solutions.
• Design and maintain Performance Analytics frameworks and executive-level dashboards.
• Develop reports tracking incident volume, duration, mean time to resolution, SLA adherence, and recurring issues.
• Present insights during monthly operational reviews and quarterly service reporting.
• Communicate project status, risks, issues, and dependencies to leadership and key stakeholders.
• Collaborate with internal teams, vendors, and external partners to support platform maintenance and tool implementations.

Required Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 5+ years of experience in IT Service Management.
• At least 4 years of hands-on ServiceNow development and administration experience.
• Strong experience with GlideRecord, GlideAjax, Business Rules, Script Includes, and Client Scripts.
• Hands-on experience with Flow Designer, IntegrationHub, Orchestration, and workflow automation.
• Experience designing and supporting REST and SOAP integrations.
• Experience managing ServiceNow platform upgrades, user roles, data, ACLs, and security configurations.
• Strong knowledge of CMDB, CSDM, and platform data-governance practices.
• Experience supporting enterprise monitoring and service-management tools.
• Deep understanding of ITIL processes, particularly Incident, Problem, Change, and Major Incident Management.
• Strong requirements-gathering, stakeholder-management, and executive-communication skills.

Preferred Certifications

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ServiceNow implementation certifications in ITSM, CMDB, CSDM, ITOM, or related modules
• ITIL Foundation certification or higher

This full-time opportunity offers a competitive benefits package that may include:

• Medical, dental, and vision coverage
• Life and disability insurance
• Paid time off and paid holidays
• 401(k) plan
• Employee merchandise discount
• Professional training and development opportunities