ServiceNow Platform Technology Lead

Relha LLC; Charlotte, Northern (NC, KY); Hybrid; USD 125,000 - 153,000; Full time

Job summary

Pacific Life in Charlotte, NC is seeking a ServiceNow Platform Technology Lead to guide the End-User Services team. You will shape the platform architecture, drive scalable integration patterns, and mentor developers to raise the team's technical capability.

You will own the blueprint, enforce upgrade-ready design, and partner with enterprise teams to deliver fast, reliable IT services with a focus on security and performance. This role combines strategic leadership with hands-on implementation.

Qualifications

• 6–10+ years in IT, including 4–6+ years hands-on with ServiceNow.
• Experience implementing multiple ServiceNow modules across an enterprise.
• Deep expertise in platform architecture, ITSM, CMDB/CSDM, integration design, Flow Designer and automation.
• The judgment to say no to a customization, and the communication skills to explain why in a way stakeholders appreciate.
• A mentoring instinct – you measure your success partly by how capable the team around you becomes.

Responsibilities

• Define the technical architecture of the ServiceNow platform and set the standards that every developer and administrator builds against – update set strategy, scoped applications, naming conventions, and integration patterns.
• Lead the architecture for our most complex work, review designs from the development team, and steer toward configuration over customization so we stay upgrade-ready.
• Design integrations that make ServiceNow the system of action – REST and SOAP APIs, MID Server architecture, and event-driven patterns – partnering with middleware and application teams to ensure clean data flow.
• Monitor instance performance and scalability, retire technical debt on purpose, and lead upgrade planning and modernization.
• Provide the platform foundation for self-service, workflow automation, and intelligent support capabilities; mentor developers and integrate architectural clarity into backlog refinement.
• Mentor developers and administrators, bring architectural clarity into backlog refinement and sprint planning, and be the go-to for complex platform issues.

Skills

ServiceNow platform architecture

CMDB / CSDM

Flow Designer / Automation

Scoped applications

Instance performance optimization

Security and access design

ServiceNow Certified System Admin

ServiceNow Certified Application Dev

ServiceNow Certified Implementation IT

ServiceNow Certified Technical Arch

Education

BS degree or equivalent experience

Job description

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a high-impact ServiceNow Platform Technology Lead to join our Pacific Life Technology End-User Services Team in Charlotte, NC.

ServiceNow is the digital front door to technology at Pacific Life. Every new hire who gets set up on day one, every employee who resolves an issue without picking up the phone, and every leader who trusts our data to make a decision is relying on this platform working well.

This role is the technical conscience of that platform. You will decide how it is built, how it connects to the rest of the enterprise, and how far it can scale, so the experience on the other side of the screen feels simple, fast, and invisible.

If you want your architecture decisions to be felt by thousands of employees rather than filed in a document repository, this is that role.

How you'll help us move forward:

Own the blueprint. You help define the technical architecture of our ServiceNow platform and set the standards that every developer and administrator builds against – update set strategy, scoped applications, naming conventions, and integration patterns.

Design solutions worth reusing. You lead the architecture for our most complex work, review designs coming from the development team, and steer us toward configuration over customization so we stay upgrade-ready instead of upgrade-trapped.

Connect the enterprise. You design the integrations that make ServiceNow the system of action – REST and SOAP APIs, MID Server architecture, and event-driven patterns – partnering with middleware and application teams to make data flow cleanly.

Protect platform health. You watch instance performance and scalability, retire technical debt on purpose rather than by accident, and lead upgrade planning and modernization.

Enable automation and AI. You provide the platform foundation that self-service, workflow automation, and intelligent support capabilities depend on – fewer manual tickets, faster resolution, better employee experience.

Make the team better. You mentor developers and administrators, bring architectural clarity into backlog refinement and sprint planning, and are the person we call when a complex platform issue needs solving.

What Success Looks Like

Solutions ship faster because standards, patterns, and reusable components already exist.

Upgrades are routine events, not projects, because customization is deliberate and documented.

Integrations are stable, observable, and built once instead of rebuilt per project.

Developers grow their skills because someone senior is investing in them.

The experience you bring:

6–10+ years in IT, including 4–6+ years hands-on with ServiceNow.

BS degree or equivalent experience

Experience implementing multiple ServiceNow modules across an enterprise and leading architecture on medium to large implementations.

Deep expertise in platform architecture, ITSM best practices, CMDB/CSDM, integration design, Flow Designer and automation, scoped applications, instance performance optimization, and security and access design.

The judgment to say no to a customization, and the communication skills to explain why in a way stakeholders appreciate.

A mentoring instinct – you measure your success partly by how capable the team around you becomes.

Technical Expertise

ServiceNow platform architecture

CMDB / CSDM

Flow Designer / Automation

Scoped applications

Instance performance optimization

Security and access design

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

What makes you stand out:

ServiceNow Certified System Administrator

ServiceNow Certified Application Developer

ServiceNow Certified Implementation Specialist – ITSM

ServiceNow Certified Technical Architect (or actively working toward it)

You lead technically without needing the title in the room.

You translate between engineering detail and business outcome fluently.

You govern with a light touch – standards that speed teams up, not slow them down.

You are curious about where the platform is heading and bring those ideas back to the ServiceNow owner

You can be who you are.

People come first here. We’re committed to an inclusive workforce. Learn more about how we create a welcoming work environment at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.

Compensation may vary from the posted range and will be adjusted to reflect the local market and candidate expertise.

#LI-TM1

Base Pay Range:

The base pay range noted represents the company’s good faith minimum and maximum range for this role at the time of posting. The actual compensation offered to a candidate will be dependent upon several factors, including but not limited to experience, qualifications and geographic location. Also, most employees are eligible for additional incentive pay.

$125,100.00 - $152,900.00

Your Benefits Start Day 1

Your wellbeing is important to Pacific Life, and we’re committed to providing you with flexible benefits that you can tailor to meet your needs. Whether you are focusing on your physical, financial, emotional, or social wellbeing, we’ve got you covered.

Prioritization of your health and well-being including Medical, Dental, Vision, and Wellbeing Reimbursement Account that can be used on yourself or your eligible dependents

Generous paid time off options including: Paid Time Off, Holiday Schedules, and Financial Planning Time Off

Paid Parental Leave as well as an Adoption Assistance Program

Competitive 401k savings plan with company match and an additional contribution regardless of participation

You Can Be Who You Are

We are committed to a culture of diversity and inclusion that embraces the authenticity of all employees, partners and communities. We support all employees to thrive and achieve their fullest potential.

What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife

EEO Statement:

Pacific Life Insurance Company is an Equal Opportunity /Affirmative Action Employer, M/F/D/V. If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact a Human Resources Representative at Pacific Life Insurance Company.