ServiceNow Platform Engineer

LIGHTFEATHER IO LLC•Alexandria, VA

6h•Remote

About The Position

LightFeather is seeking a Senior ServiceNow Platform Engineer with deep expertise in platform upgrades, instance diagnostics, scoped application development, and enterprise integration support. This role requires a well-rounded ServiceNow professional who can ensure the health, performance, and integrity of a large multi-instance environment while collaborating directly with customers, architects, and cross-functional teams. In this senior-level position, you will lead major upgrade cycles, troubleshoot complex platform issues, guide junior developers, and serve as a Release Manager when required. This is a Full Time, Remote Position.

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

Nice To Haves

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.

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.