Platform Engineer (ServiceNow)

ThermalWorks is hiring a Platform Engineer (ServiceNow) to own the administration and development of its core business systems, with ServiceNow as the primary platform and NetSuite and Arena PLM as supporting systems. The role builds and maintains applications, workflows, integrations, and scalable solutions in partnership with teams across the company.

Responsibilities:

• Own day-to-day administration of the ServiceNow platform, including users, groups, roles, ACLs, forms, workflows, notifications, and the service catalog
• Manage instance upgrades and family releases, including regression testing with the Automated Test Framework (ATF)
• Maintain CMDB and platform data integrity and enforce configuration standards and governance
• Coordinate with ServiceNow implementation partners on enhancements, upgrades, and escalations
• Build scoped applications, workflows, and automations using Flow Designer, Business Rules, Script Includes, Client Scripts, and UI Policies
• Extend ServiceNow modules (e.g., ITSM, Field Service, Customer Service) to fit ThermalWorks’ operational and service workflows
• Manage development through update sets or source control, with sub-production testing and controlled promotion to production
• Evaluate build-vs-buy options across custom development and ServiceNow Store applications
• Design and maintain integrations between ServiceNow, NetSuite, and Arena PLM using IntegrationHub, REST APIs, and middleware
• Provide secondary administration and support for NetSuite and Arena, including users, roles, workflows, and saved searches
• Develop light customizations in NetSuite (SuiteScript, SuiteFlow) and Arena (API scripts) where needed
• Partner with the AI & Data Analytics team to connect business systems to the company data platform and maintain master data quality
• Partner with service, operations, engineering, supply chain, and finance teams to translate requirements into configuration or code
• Serve as the escalation point for complex business system and integration issues
• Maintain solution designs, architecture diagrams, runbooks, and user training materials
• Support additional business systems and digital infrastructure initiatives as required by the business

Requirements:

• Bachelor's degree in Computer Science, Information Systems, Software Engineering, or a related technical field, or equivalent professional experience
• 3–5+ years of hands-on ServiceNow administration and development experience
• Experience supporting or integrating ERP and PLM systems (NetSuite and Arena preferred), ideally in a manufacturing or hardware product environment
• Proven experience delivering system integrations and custom applications from requirements through production support
• Strong communication skills and ability to work with non-technical stakeholders across operations, service, engineering, and finance
• ServiceNow development in JavaScript/GlideScript, including Flow Designer and scoped applications
• Experience with IntegrationHub, REST/SOAP APIs, JSON, and MID Server
• Familiarity with ServiceNow upgrades, ATF, update sets, and instance governance
• Working knowledge of NetSuite (SuiteScript a plus) and Arena PLM or a comparable PLM system
• SQL and reporting experience (ServiceNow Performance Analytics a plus)
• NetSuite and Arena preferred
• ServiceNow Certified System Administrator (CSA) preferred
• Certified Application Developer (CAD) a plus