Senior ServiceNow Platform Engineer - ITSM/ITOM Lead

MetLife; Cary (NC); Hybrid; USD 120,000 - 161,600; Full time

Benefits offered by this job

Hybrid work model

Competitive benefits

Job summary

MetLife is seeking a Lead Software / Platform Engineer to shape the ServiceNow platform architecture, drive scalable ITSM/ITOM solutions, and align with CSDM standards. You will own CMDB strategy, design Discovery patterns and mentor teams.

The role is hybrid with 3 days in office weekly. Strong background in ITSM, ITOM, scripting and DevOps is required to advance digital transformation initiatives.

Qualifications

• Experience designing ITSM processes and operational reporting.
• Deep ITOM experience: Discovery, Event Management, Service Mapping and CMDB design (CSDM).
• Scripting with JavaScript and Glide APIs.
• Proficiency with Flow Designer & IntegrationHub for orchestration and automation.
• Familiarity with Agile methods and DevOps practices.
• Strong problem solving, communication and leadership skills.

Responsibilities

• Architect and implement scalable ServiceNow solutions across ITSM/ITOM/HRSD and other platform capabilities.
• Lead ITSM processes: Incident, Problem, Change, Request Fulfillment and Knowledge Management.
• Drive ITOM implementations with Discovery, Event Management, Service Mapping, health modeling and CSDM alignment.
• Own CMDB strategy: data modeling, Discovery, data quality and governance.
• Collaborate with teams to gather requirements and deliver enhancements, automations and integrations.
• Mentor engineers, enforce governance, code quality and best practices.

Skills

ITSM design

ITOM

Discovery

CSDM alignment

JavaScript

Glide APIs

Flow Designer

IntegrationHub

Agile

DevOps

leadership

problem solving

communication

Education

Bachelor’s or Master’s in CS/Engineering

Tools

ServiceNow Platform

Flow Designer

IntegrationHub

Job description

MetLife is seeking a Lead Software / Platform Engineer to shape the ServiceNow platform architecture, drive scalable ITSM/ITOM solutions, and align with CSDM standards. You will own CMDB strategy, design Discovery patterns and mentor teams.

The role is hybrid with 3 days in office weekly. Strong background in ITSM, ITOM, scripting and DevOps is required to advance digital transformation initiatives.