Staff Enterprise Platform Engineer, ServiceNow

Genesys

14h•Remote

About The Position

Shape the technical direction of ServiceNow at enterprise scale, building a secure, resilient platform that improves how global teams deliver services, resolve issues, automate work, and support customers and employees. As a Staff ServiceNow Engineer, you will own complex platform engineering decisions and turn ServiceNow architecture and strategy into scalable solutions across ITSM, ITOM, ITAM, CSM, CMDB, workflow automation, integrations, and AI-enabled capabilities. Operate as a hands-on technical authority across strategic initiatives, partnering with ServiceNow Architects, Engineering Managers, Product Owners, security teams, and business stakeholders. You will influence platform strategy, establish engineering standards, guide design trade-offs, and drive alignment across multiple engineering teams while remaining close to implementation and the most complex technical challenges. Advance the practical adoption of Now Assist, AI Agents, generative AI, intelligent automation, and other emerging ServiceNow capabilities. Your work will focus on tangible outcomes, including faster incident resolution, more effective knowledge experiences, improved engineering productivity, stronger service operations, and scalable employee and customer workflows, with appropriate security, privacy, governance, and responsible AI controls. This role provides visibility across enterprise initiatives and senior stakeholders while creating opportunities to expand your influence across platform architecture, AI-enabled automation, engineering practices, and technical leadership. At Genesys, collaboration, empathy for the people who use our technology, and ambitious thinking guide how we build solutions that help organizations create better customer and employee experiences.

Requirements

7+ years of hands-on ServiceNow engineering experience, including deep technical implementation experience across multiple modules and enterprise-scale environments
Proven experience serving as a senior technical authority for complex ServiceNow implementations, with accountability for technical design, engineering decisions, code quality, and delivery guidance
Demonstrated success leading large, complex, multi-stream ServiceNow initiatives involving multiple engineering teams and cross-functional stakeholders
Expert-level knowledge of ServiceNow architecture, data models, CMDB, ACLs and security models, scripting, integrations, automation, and platform performance
Advanced ServiceNow development expertise with JavaScript, Script Includes, Business Rules, Flow Designer, Integration Hub, APIs, and related platform development capabilities
Strong background designing enterprise integrations using REST APIs, Integration Hub, MID Servers, web services, and enterprise integration patterns
Hands-on experience or strong working knowledge of ServiceNow Now Assist, AI Agents, generative AI, or related ServiceNow AI capabilities
Strong understanding of AI implementation considerations, including data quality, security, access controls, governance, testing, monitoring, and responsible AI practices
Deep knowledge of ITIL processes and their implementation and optimization within ServiceNow
Strong experience with ServiceNow SDLC and DevOps practices, including GitHub or source control, automated testing, ATF, CI/CD pipelines, and release management
Demonstrated ability to mentor engineers, conduct technical and code reviews, establish engineering standards, and influence technical decisions across teams
Exceptional analytical, troubleshooting, and problem-solving capability, including experience resolving ambiguous and highly complex technical challenges
Strong communication and stakeholder management skills, with the ability to influence engineering teams, cross-functional partners, and senior business stakeholders
Fluent English communication skills for daily collaboration with global engineering teams and senior stakeholders
ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD) credentials
ServiceNow integration-focused certification or equivalent demonstrated expertise, plus one or more relevant ServiceNow Certified Implementation Specialist certifications

Nice To Haves

Experience providing technical leadership across large-scale, global ServiceNow environments and multiple concurrent engineering workstreams
Production experience implementing Now Assist, AI Agents, generative AI, intelligent automation, or other AI-driven ServiceNow capabilities
Experience defining enterprise engineering standards and implementation patterns for AI, automation, integrations, and ServiceNow platform development
Strong background with advanced automation, AIOps, observability, Predictive Intelligence, analytics, or related capabilities integrated with ServiceNow
Experience with ServiceNow CMDB, Common Service Data Model (CSDM), Discovery, Service Mapping, and enterprise data governance
Experience implementing GitHub-based development models, CI/CD pipelines, ATF, automated quality gates, and enterprise release management
Experience operating as a Technical Lead in scaled Agile environments and partnering with Product Owners, Architects, Scrum Masters, QA Engineers, and cross-functional stakeholders
ServiceNow AI or Now Assist accreditation or certification, where applicable
ITIL v3 or ITIL 4 Foundation certification

Responsibilities

Own the end-to-end technical design and engineering of complex ServiceNow solutions across ITSM, ITOM, ITAM, CSM, CMDB, Workflow and Flow Designer, and related platform capabilities, ensuring solutions scale securely across the enterprise
Lead technical delivery across strategic, multi-stream ServiceNow initiatives, driving alignment among engineers, administrators, automation engineers, QA teams, architects, Product Owners, and other contributors
Influence platform strategy by providing authoritative guidance on engineering decisions, architectural trade-offs, technical risks, implementation approaches, and long-term maintainability
Partner with ServiceNow Architects to translate reference architectures, platform principles, and enterprise standards into executable engineering solutions and reusable implementation patterns
Establish engineering standards, coding guidelines, integration patterns, reusable components, automation practices, and development guardrails that improve consistency, quality, and delivery efficiency across teams
Lead technical design reviews, code reviews, and engineering quality assessments that strengthen platform security, scalability, reliability, supportability, and performance
Design and govern complex enterprise integrations using ServiceNow Integration Hub, REST APIs, web services, MID Servers, event-driven patterns, and enterprise integration technologies
Drive the adoption of Now Assist, AI Agents, generative AI, and intelligent automation to improve service operations, incident resolution, knowledge management, engineering productivity, and employee and customer experiences
Partner with architecture, security, governance, compliance, and business teams to implement AI-enabled solutions with appropriate data quality, privacy, access controls, testing, monitoring, and responsible AI practices
Evaluate ServiceNow platform releases, AI capabilities, and emerging technologies, recommending adoption strategies based on business value, technical dependencies, platform readiness, security, and scalability
Drive platform performance and reliability through proactive optimization, technical debt reduction, resilient engineering patterns, and disciplined platform governance
Lead technical response for critical incidents and production escalations, accelerating root cause analysis and durable resolution of complex platform issues
Mentor Senior Engineers and Engineers through technical coaching, design guidance, and code reviews, raising engineering maturity and expanding technical leadership capability across the organization
Advance ServiceNow SDLC and DevOps practices using GitHub, source control, CI/CD, Automated Test Framework (ATF), automated quality controls, and disciplined release management
Communicate complex technical decisions, risks, dependencies, and recommendations clearly to engineering teams, business stakeholders, and senior leaders to enable informed decision making