ServiceNow Platform Engineer

Improvix Technologies is seeking a Senior ServiceNow Platform Engineer with deep expertise in platform upgrades and enterprise integration support. The role involves leading platform upgrades, troubleshooting issues, and collaborating with customers and cross-functional teams to ensure the health and performance of a 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:

• Secret clearance required
• Deep expertise in platform upgrades, instance diagnostics, scoped application development, and enterprise integration support
• 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
• Upgrade Mastery: Led 2–3+ full platform upgrade cycles in enterprise environments
• Mastery of ServiceNow troubleshooting tools
• Expert-level understanding of Scoped App architecture, ServiceNow Studio, and best-practice coding
• Strong experience with migrating applications and application updates through our a development stack
• Proficiency with IntegrationHub, REST/SOAP Web Services, MID Server installation, configuration, and operational debugging
• Strong understanding of enterprise authentication methods
• 3–5+ years of ServiceNow development and platform engineering experience
• Demonstrated ability to work across ITSM and 2+ other core ServiceNow product suites
• Experience with platform management, performance and maintenance
• Experience working in high-governance, federal, or regulated enterprise environments