Senior ServiceNow Platform Engineer New Remote - USA

Abnormal; United States; Hybrid; USD 142,000 - 204,000; Full time

Benefits offered by this job

Bonus eligible

Equity

Comprehensive benefits

Job summary

Abnormal is seeking an experienced Senior ServiceNow Platform Engineer to design, build, and operate enterprise-grade ServiceNow capabilities that support critical business operations. You will own platform stability, configuration, and optimization while driving automation, Agentic AI, and knowledge management.

You will provide technical leadership, governance, manage the Agile backlog and ticket queue, write SOPs, and present platform metrics to IT management weekly.

Qualifications

• 5+ years translating complex ServiceNow concepts into guidance for technical and business audiences.
• 5+ years of technical leadership, governance, and SOP enforcement.
• 5+ years managing an Agile backlog and ticket queue against SLAs.
• 7+ years in advanced ServiceNow development: Flow Designer, IntegrationHub, REST/SOAP, Scripted REST, OAuth, catalog, and knowledge mgmt.

Responsibilities

• Configure, maintain, and support the ServiceNow platform, including workflows and integrations.
• Troubleshoot complex platform issues and support major releases and incidents.
• Design and enhance automation and Agentic AI capabilities to reduce manual work.
• Create and maintain knowledge articles and SOPs documenting governance and standards.
• Perform routine audits, maintenance, and access, security, and configuration reviews.
• Own the team's ticket queue against SLAs and manage the Agile backlog and sprint priorities.
• Present platform metrics to IT management weekly.
• Collaborate with administrators, developers, and stakeholders across IT and SaaS.

Skills

Flow Designer

IntegrationHub

Agentic AI

REST/SOAP

OAuth

Knowledge management

Glide scripting

Agile backlog management

Ticket queue management

SOP writing

Governance

Root-cause analysis

Claude Cowork/Claude Code

ServiceNow platform

Education

Bachelor's degree or equivalent

Tools

Jira

Confluence

ServiceNow MCP

ACL/OAuth tooling

Job description

We are seeking an experienced Senior ServiceNow Platform Engineer to design, build, and operate enterprise-grade ServiceNow capabilities that support critical business operations. You will own platform stability, configuration, and optimization while driving strategic initiatives in automation, Agentic AI, and knowledge management.

You will provide technical leadership and governance, manage the team's Agile backlog and ticket queue, write SOPs, and present platform metrics to IT management weekly.

Who you are

• Strong written and verbal communicator with excellent documentation skills.
• Collaborative, detail-oriented, and organized.
• Able to manage multiple priorities in a fast-paced environment.
• Calm under pressure and energized by complex problems.

What you will do

• Configure, maintain, and support the ServiceNow platform, including workflows, automations, and integrations.
• Troubleshoot complex platform issues and support major releases, high-impact incidents, and platform-wide changes.
• Design and enhance automation and Agentic AI capabilities to reduce manual effort and enable self-service.
• Create and maintain knowledge articles and SOPs documenting governance, standards, and best practices.
• Perform routine audits, maintenance, and access, security, and configuration reviews.
• Own the team's ticket queue against SLAs and manage the Agile backlog and sprint priorities.
• Present key platform metrics to IT management weekly.
• Partner with administrators, developers, and stakeholders across IT and SaaS to support workflows and long-term platform strategy.

Must Haves

• 5+ years of strong communication and collaboration, translating complex ServiceNow concepts (Flow Designer, IntegrationHub, Agentic AI) into clear guidance for technical and business audiences.
• 5+ years of technical leadership and governance, including mentoring, design and code reviews, and enforcing standards and SOPs.
• 5+ years of strong prioritization skills, including 3-5 years managing an Agile backlog and a ticket queue against SLAs.
• 7+ years of advanced ServiceNow development: Flow Designer, IntegrationHub, REST/SOAP, Scripted REST APIs, OAuth, service catalog, Virtual Agent, knowledge management, scoped apps, and Glide scripting.
• 7+ years troubleshooting complex issues and root-cause analysis, with the ability to present platform metrics to IT management.
• 1+ years with ServiceNow Agentic Workflow and AI Agents.
• 1+ years using Claude Cowork or Claude Code for ServiceNow development, including prompt engineering and skill creation.
• 1+ years configuring and securing ServiceNow MCP Server/Client integrations with governed MCP Tools and ACL/OAuth scoping.
• 3+ years with Hardware Asset Management, Employee Center, Now Assist, and Operations Workspace.
• 1+ years with Atlassian products (Jira, JSM, Confluence), with a desire to become proficient.

Nice to Have

• Experience as a ServiceNow platform owner, lead engineer, or architect, including roadmap planning and technical debt management.
• ServiceNow certifications (CSA, CAD); advanced certifications preferred.
• Familiarity with broader agentic AI and LLM tooling and governed enterprise use of AI assistants.
• Advanced Atlassian administration and knowledge of enterprise security and compliance.

We look forward to your application and the possibility of you joining our dynamic Abnormal team!

#LI-NT1

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range:

$141,500 — $203,500 USD

A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.

As part of Abnormal AI's secure hiring practices, we conduct video interviews and validate applicants at various stages through our recruitment process. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre‑employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.