ServiceNow Platform Engineer

LightFeather is seeking a Senior ServiceNow Platform Engineer with deep expertise in platform upgrades and enterprise integration support. In this senior-level position, you will lead major upgrade cycles, troubleshoot complex platform issues, and guide junior developers while ensuring the health and performance of a large multi-instance environment.

Responsibilities:

• Lead end-to-end execution of ServiceNow platform upgrades and monthly patching cycles
• Manage instance cloning, including scheduling, post-clone cleanup, and remediation
• Perform rigorous governance of Skipped Records, recommending whether to return to OOTB or retain customizations
• Ensure all release activities follow internal Change Request (CR) governance, preventing unauthorized or shadow IT deployments
• Design and implement high-quality solutions using Scoped Applications, ServiceNow Studio, and established platform best practices
• Support version-controlled deployments leveraging the Application Repository, update sets, CI/CD pipelines, AES, and multi-instance release strategies (Dev → UAT → Prod)
• Interpret architectural designs and fill in technical gaps through independent critical thinking
• Conduct advanced Root Cause Analysis across performance issues, slow database queries, script failures, and systemic degradation
• Utilize ServiceNow diagnostic utilities including: Script Debugger, Background Scripts, Log Analytics, stats.do, Transaction Logs & All Active Transactions, Node and performance analysis tools
• Lead debugging of complex integrations: failed REST/SOAP calls, MID Server outages, OAuth/MFA/Mutual Auth authentication failures
• Act as a Release Manager for assigned customers, facilitating discussions and coordinating deployments across customer teams
• Participate in troubleshooting sessions with scoped app teams and customer developers, helping steer investigation and solutioning
• Communicate blockers, risks, and needed clarifications clearly to internal leadership and customer stakeholders (non-executive)
• Mentor junior developers and provide technical direction when necessary
• Offer platform improvement recommendations to architects and team leadership
• Communicate proactively, clearly, and professionally in customer-facing environments

Requirements:

• Upgrade Mastery: Led 2–3+ full platform upgrade cycles in enterprise environments
• Diagnostics: Mastery of ServiceNow troubleshooting tools (Script Debugger, Background Scripts, logs, analytics, monitoring)
• Development: Expert-level understanding of Scoped App architecture, ServiceNow Studio, and best-practice coding
• Release Engineering: Strong experience with Application Repository, update sets, version control, and multi-instance deployments
• Proficiency with IntegrationHub, REST/SOAP Web Services, MID Server installation, configuration, and operational debugging
• Strong understanding of enterprise authentication methods (OAuth, Mutual Auth, certificates)
• 3–5+ years of ServiceNow development and platform engineering experience
• Experience working in high-governance, federal, or regulated enterprise environments
• Demonstrated ability to work across ITSM, CMDB, ITOM, and general platform functionality as a well-rounded engineer
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) — Discovery, ITSM, or another product line (minimum one required)
• Secret clearance required
• Experience interacting with government customer leads during release cycles
• Prior participation in multi-team troubleshooting across platform, scoped apps, and integrations
• Exposure to AES, automated test frameworks, or CI/CD pipeline tools