ServiceNow Senior Platform Engineer

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Regular or Temporary:

Regular

Language Fluency: English (Required)

Work Shift:

1st shift (United States of America)

Please review the following job description:

The ServiceNow Senior Platform Engineer serves as the technical steward of the ServiceNow platform as an enterprise-grade engineering product. This role owns the stability, scalability, and performance of the platform under concurrent delivery demand—ensuring consistently high availability, adherence to defined service-level objectives for latency and reliability, and clean upgrade and release cycles free of critical regressions. Acting as a ServiceNow engineering authority, this role defines and enforces instance health standards, upgrade governance, and application architecture practices that keep the platform audit-ready and operating within the organization's risk tolerance. Success in this role is demonstrated through sustained platform reliability, full observability coverage across production instances, timely resolution of high-priority incidents with measurable improvement over time, and consistent on-time delivery of platform initiatives including upgrades, patching, and scoped application deployments. The role also advances engineering maturity across the team—developing talent, strengthening peer review practices, and reducing repeat defects through disciplined engineering standards.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Following is a summary of the essential functions for this job. Other duties may be performed, both major and minor, which are not mentioned below. Specific activities may change from time to time.

• Performs problem tracking, root cause analysis, and resolution for highly complex issues across the ServiceNow platform, ensuring stability, performance, and minimal disruption to ITSM and enterprise applications.

• Leads and manages the ServiceNow platform experience, overseeing teams responsible for development, debugging, and platform engineering activities.

• Owns platform health and performance, defining and maintaining availability, latency, and reliability targets (SLOs), and proactively addressing bottlenecks.

• Provides technical consultation on complex platform engineering challenges, serving as a subject matter expert on ServiceNow best practices and architecture.

• Leads large-scale platform initiatives, including upgrades, release governance, patching, regression testing, and rollback strategies.

• Establishes and enforces platform standards, including security, auditability, and engineering rigor for all ServiceNow changes and enhancements.

• Designs and enables scalable ServiceNow solutions, including scoped applications and strategies that support concurrent development across teams.

• Implements platform observability, monitoring, and performance optimization capabilities, ensuring visibility into system health and risks.

• Interprets business and technical challenges, recommending innovative ServiceNow solutions and best practices aligned with enterprise goals.

• Collaborates with internal stakeholders and external vendors to enhance platform capabilities and support delivery outcomes.

• Mentors and develops less experienced team members, fostering technical expertise and platform knowledge sharing.

• May manage a team and drive accountability for ServiceNow platform delivery, performance, and continuous improvement initiatives.

Qualifications

Required Qualifications

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

1. Bachelor’s degree in Computer Science, Software Engineering, or related field.

2. Minimum of 7 years of professional experience in software development.

3. Deep knowledge of multiple programming languages, software architecture, and design principles.

4. Deep understanding of software development lifecycle, testing, deployment, and security practices.

Preferred Qualifications

1. Deep expertise in ServiceNow platform administration and development

2. Experience with ServiceNow upgrades and Automated Test Framework (ATF)

3. Platform performance optimization experience

4. Experience with observability and telemetry

5. Knowledge of ServiceNow security architecture

6. Experience in regulated environments (SOX/FFIEC)

7. API design and integration experience

8. Experience supporting high-scale environments

General Description of Available Benefits for Eligible Employees of Truist Financial Corporation: All regular teammates (not temporary or contingent workers) working 20 hours or more per week are eligible for benefits, though eligibility for specific benefits may be determined by the division of Truist offering the position. Truist offers medical, dental, vision, life insurance, disability, accidental death and dismemberment, tax-preferred savings accounts, and a 401k plan to teammates. Teammates also receive no less than 10 days of vacation (prorated based on date of hire and by full-time or part-time status) during their first year of employment, along with 10 sick days (also prorated), and paid holidays. For more details on Truist’s generous benefit plans, please visit our Benefits site (

. Depending on the position and division, this job may also be eligible for Truist’s defined benefit pension plan, restricted stock units, and/or a deferred compensation plan. As you advance through the hiring process, you will also learn more about the specific benefits available for any non-temporary position for which you apply, based on full-time or part-time status, position, and division of work.

Truist is an Equal Opportunity Employer that does not discriminate on the basis of race, gender, color, religion, citizenship or national origin, age, sexual orientation, gender identity, disability, veteran status, or other classification protected by law. Truist is a Drug Free Workplace.

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