Sr Platform Engineer, ServiceNow

Responsibilities

• ServiceNow Platform Architecture & Engineering (37%)
• Set technical direction for the ServiceNow platform - application architecture, table design, integration patterns, security model, and instance topology.
• Establish and enforce platform engineering standards: coding conventions, ACL discipline, update set practices, scoped-app strategy, performance and observability patterns.
• Lead design for the most complex features - cross-application workflows, multi-system integrations, CMDB strategy, custom-app architecture - and personally contribute to high-stakes implementations.
• Own platform health: upgrade planning (family release adoption), technical debt remediation, ATF coverage targets, and platform observability.
• Serve as the organization's senior SME on ServiceNow capabilities, certifications, and roadmap; evaluate new platform features (Now Assist, Workflow Studio, AI Agents) for fit with C3's environment.
• Team Management & Agile Delivery (33%)
• Manage a pod of Associate and Junior Platform Engineers - hiring, onboarding, 1:1s, performance feedback, professional development, and certification planning.
• Own the team's agile operating model - sprint cadence, ceremonies, working agreements, and Definition of Done - using Azure DevOps as the primary work tracker.
• Curate the platform backlog: intake from stakeholders, prioritization against the SNOW 2.0 roadmap (P1 Reference Architecture, P2 Security Event Integration, P3 Client Portal, P4 AI Architecture), and resource allocation across initiatives.
• Define, collect, and report on agile metrics - velocity, burndown, sprint completion, escaped defects, throughput - and drive continuous improvement against them.
• Estimate, plan, and track delivery against quarterly roadmaps and annual resource plans; surface risks, blockers, and scope changes proactively.
• Vendor, Stakeholder & Cross-Team Leadership (20%)
• Manage the vendor relationship for the ServiceNow Client Portal program - SOW scoping, deliverable acceptance, integration handoff, and ongoing portal evolution.
• Coordinate with external ServiceNow contractors (P2 API Integration developer and others) on scoping, oversight, and acceptance criteria.
• Partner with the Senior Platform Engineer - AI Specialization on AI/ML integrations into the platform (Now Assist, MCP-based connections) and shared engineering standards.
• Partner with Operations, Security, and Compliance leaders to align the platform with C3's managed-services delivery model and CMMC/FedRAMP posture.
• Represent the ServiceNow platform in stakeholder reviews, executive updates, and customer-facing technical conversations as needed.
• On-Call & Production Support (10%)
• Own the on-call program: rotation schedule fairness, incident metrics (MTTA / MTTR / volume / repeat-rate), and the post-incident review process.
• Own the cross-team escalation MOU with the Security Engineering team and the SVP, Engineering - including ramp-in planning for Junior engineers entering the rotation.
• Drive systemic incident reduction through runbook authoring, observability improvements, and prioritization of remediation work into the backlog.

Requirements

• 6+ years of professional experience in ServiceNow platform engineering, with a demonstrated track record of delivering production-grade solutions in complex enterprise environments.
• Proven experience designing and operating multi-system ServiceNow integrations using Scripted REST APIs, Integration Hub, Flow Designer, and modern authentication frameworks.
• Hands-on proficiency with ServiceNow architecture decisions - scoped appl

Benefits

Additional Information

The Senior Platform Engineer, ServiceNow is a technical management role responsible for the ServiceNow platform at C3 and for the small, self-organizing engineering pod that builds and supports it. This role combines hands-on engineering leadership with people management for Associate and Junior Platform Engineers, and carries accountability for platform health, integration architecture, vendor coordination, and end-to-end delivery against the SNOW 2.0 portfolio. The ideal candidate brings deep ServiceNow platform expertise, demonstrated experience leading a small engineering team, and the organizational acumen to drive a multi-project portfolio from concept through production. This individual serves as C3's internal subject matter expert on the ServiceNow platform and partners closely with the Senior Platform Engineer - AI Specialization, the Security Engineering team, and business stakeholders to deliver platform outcomes aligned to organizational objectives.

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