FLEX Principal Engineer - ITSM Platforms, Mobile Experience

Marriott • Bethesda, MD

18h • Hybrid

About The Position

The Principal Engineer, ITSM Platforms (ServiceNow Mobile Experience) is responsible for the technical architecture, development, and ongoing evolution of an internal, employee-facing mobile application for iOS and Android built on the ServiceNow platform, supporting both IT Service Management (ITSM) and HR Service Delivery functions.

This role serves as the senior technical authority for the ServiceNow Mobile Experience, owning the design, implementation, and technical quality of the mobile solution end-to-end. The Principal Engineer ensures the application is secure, scalable, performant, and aligned with ServiceNow platform standards while delivering a unified and intuitive mobile experience for employees to engage with IT and HR services anytime, anywhere.

As the lead engineer for the ServiceNow based mobile application, this role is accountable for defining the technical architecture and development approach that enables seamless integration across IT and HR workflows, including requests, incidents, approvals, knowledge, notifications, and employee support interactions. The Principal Engineer partners closely with the Senior Product Manager, ServiceNow platform teams, HR product owners, security, enterprise architecture, and service delivery stakeholders to translate product vision into high-quality, production-ready mobile solutions.

Operating at the intersection of mobile engineering, ServiceNow platform development, and employee experience, the Principal Engineer drives technical excellence by enabling mobile-first access to critical employee services through ServiceNow’s mobile capabilities. This includes building role-based and persona-driven experiences that support desk-based associates, on-property and field employees, and corporate teams, while ensuring reliability, performance, and compliance in a complex enterprise environment.

The role applies strong engineering discipline and agile delivery practices to lead handson development, guide technical design decisions, manage dependencies across ITSM and HR domains, and continuously improve the ServiceNow Mobile Experience. Success is measured through solution stability, performance, security posture, development velocity, and the ability to evolve the mobile experience in step with changing business and workforce needs.

Requirements

• 8+ years of application development leadership experience that includes:
• Enterprise-scale mobile application development for iOS and Android
• Expert-level architecture and coding abilities in Swift, SwiftUI and knowledge of Objective-C
• Extensive experience in development of a variety of large apps supporting hundreds of thousands of users at scale
• Experience with Automation, CI/CD, Release Management processes and Application Deployments to app stores.
• Familiarity with Enterprise-level SDKs for Analytics, Networking, Customer Engagement, Application Performance Monitoring
• Strong understanding of API platforms, backend services, database and networking components of full-stack infrastructure
• 5+ years of  IT service operations experience with a minimum of 3 + years as a Solution Architect, Lead Developer or Lead Engineer
• 5+ years developing enterprise applications through the ServiceNow platform
• Undergraduate / graduate degree or equivalent education + experience

Nice To Haves

• Demonstrated success leading medium- to large-scale initiatives/transformations
• Proven knowledge of Agile methodology; preferably SAFe Agile
• Experience with mixed and offshore delivery models
• Experience in designing and developing solutions with SaaS solutions such as ServiceNow in an Agile Software Development environment
• Good process management, negotiating, influencing and problem resolution skills
• Proven ability to effectively prioritize and execute tasks in a high-pressure environment
• Knowledge of business environment, service requirements and hospitality culture
• Knowledge of / familiarity with the other platform (e.g., Android) as well
• Demonstrated ability to assess customer/client needs, creatively approach solutions, decide and influence appropriate courses of action
• Ability to understand and communicate the lifecycle of technologies and applications and to translate into business strategies for client organizations.
• Strong verbal and written communication skills with the ability to articulate complex technical ideas in easy to understand business terms
• Ability to accomplish results through others, particularly by establishing relationships, effective controls and leading in a managed service environment

Responsibilities

• Ownership of the technical architecture and engineering standards for the ServiceNow employee mobile application spanning ITSM and HR service capabilities
• Handson leadership of ServiceNow Mobile development, configuration, and customization for iOS and Android experiences
• Close collaboration with product management, ServiceNow administrators, HR service owners, UX/UI, security, and integration teams to deliver secure, performant, and compliant mobile solutions
• Technical oversight of integrations, data flows, and platform dependencies required to support endtoend mobile workflows
• Establishment of best practices for mobile development, code quality, testing, performance optimization, and platform governance
• Mentorship and technical guidance for developers contributing to the ServiceNow Mobile Experience
• Continuous improvement of the mobile solution based on operational insights, platform capabilities, and evolving enterprise standards
• Translate product requirements and roadmap priorities into technical designs for the ServiceNow Mobile Experience
• Define and evolve mobile architecture patterns for ServiceNow, including UI components, data access, and integrations across ITSM and HR workflows
• Review and validate solution designs to ensure alignment with ServiceNow platform standards, security requirements, and enterprise architecture
• Develop, configure, and extend ServiceNow Mobile capabilities to support IT and HR use cases such as incidents, requests, approvals, notifications, knowledge, and employee support
• Build and refine role-based and persona-driven mobile experiences for desk-based, on-property, field, and corporate employees
• Implement and maintain integrations and data flows required for end-to-end mobile workflows
• Perform code reviews and provide hands-on technical guidance to developers contributing to the ServiceNow Mobile Experience
• Establish and enforce development standards, patterns, and best practices for mobile performance, reliability, and maintainability
• Identify and remediate technical debt impacting mobile performance, stability, or scalability
• Participate in sprint planning, backlog refinement, and daily engineering activities to ensure mobile work is well-scoped and delivery-ready
• Partner daily with the Senior Product Manager to clarify requirements, assess feasibility, and sequence work for mobile releases
• Collaborate with ServiceNow administrators, HR service owners, UX/UI designers, and integration teams to deliver cohesive mobile solutions
• Ensure the ServiceNow Mobile Experience meets enterprise security, compliance, and identity standards
• Monitor mobile application health, performance, and production issues; lead technical troubleshooting and resolution when needed
• Support release readiness, testing validation, and deployment activities for ServiceNow Mobile enhancements
• Evaluate new ServiceNow mobile features and platform capabilities to determine applicability and value to the enterprise mobile experience
• Lead proofs of concept and technical spikes to assess new approaches, tools, or architectural improvements
• Document technical designs, standards, and decisions to support long-term platform governance and knowledge sharing
• Act as the technical authority for ServiceNow Mobile across IT and HR domains
• Mentor engineers and elevate overall engineering maturity for ServiceNow Mobile delivery
• Provide technical input to leadership on risks, tradeoffs, and long-term mobile platform strategy

Benefits

• All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.
• Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave.
• Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees