ServiceNow Platform Technology Lead

Pacific Life•Charlotte, NC

1d•Onsite

About The Position

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own. We’re actively seeking a high-impact ServiceNow Platform Technology Lead to join our Pacific Life Technology End-User Services Team in Charlotte, NC.

Requirements

8–10+ years in IT
6–10+ years hands-on with ServiceNow
Experience implementing multiple ServiceNow modules across an enterprise
Experience leading architecture for medium to large implementations
ServiceNow platform architecture
ITSM best practices
CMDB / CSDM
Integration design
Flow Designer / Automation
Scoped applications
Instance performance optimization
Security and access design
ServiceNow Certified System Administrator
ServiceNow Certified Application Developer

Nice To Haves

ServiceNow Certified Implementation Specialist – ITSM
ServiceNow Certified Technical Architect (or working toward it)
Platform governance
Technical leadership
Solution design
Stakeholder communication
Problem solving
Platform optimization

Responsibilities

Define and maintain the technical architecture of the ServiceNow platform.
Design scalable solutions across multiple ServiceNow products and business units.
Ensure solutions follow platform best practices and minimize customization.
Provide guidance on data model, integrations, and security architecture.
Lead architecture and design for complex implementations.
Review solution designs created by developers.
Ensure reuse of platform capabilities and avoid duplication.
Establish and enforce development standards such as: Update set strategy, Scoped application structure, Naming conventions, Integration standards.
Conduct architecture and code reviews.
Design and Develop based on story acceptance criteria.
Design integrations between ServiceNow and enterprise systems.
Define best practices for: REST / SOAP APIs, MID Server architecture, Event-driven integrations.
Work with middleware teams when needed.
Ensure proper design and governance of the CMDB and CSDM model.
Guide teams on service mapping, discovery, and data quality.
Partner with CMDB team members to define ownership and lifecycle management of configuration items.
Monitor instance performance and scalability.
Identify and reduce technical debt.
Support upgrade planning and platform modernization.
Provide architectural guidance during: Backlog refinement, Sprint planning, Solution design sessions.
Mentor developers and administrators.
Support troubleshooting of complex platform issues.