Senior Platform Engineer

Role Description

The Senior Platform Engineer, ServiceNow is a technical management role responsible for the ServiceNow platform at C3 and for the small, self-organizing engineering pod that builds and supports it. This role combines hands-on engineering leadership with people management for Associate and Junior Platform Engineers, and carries accountability for platform health, integration architecture, vendor coordination (notably New Rocket on the portal program), and end-to-end delivery against the SNOW 2.0 portfolio.

The ideal candidate brings deep ServiceNow platform expertise, demonstrated experience leading a small engineering team, and the organizational acumen to drive a multi-project portfolio from concept through production. This individual serves as C3's internal subject matter expert on the ServiceNow platform and partners closely with the Senior Platform Engineer – AI Specialization, the Security Engineering team, and business stakeholders to deliver platform outcomes aligned to organizational objectives.

What You'll Do

• ServiceNow Platform Architecture & Engineering (37%)
  • Set technical direction for the ServiceNow platform - application architecture, table design, integration patterns, security model, and instance topology.
  • Establish and enforce platform engineering standards: coding conventions, ACL discipline, update set practices, scoped-app strategy, performance and observability patterns.
  • Lead design for the most complex features - cross-application workflows, multi-system integrations, CMDB strategy, custom-app architecture - and personally contribute to high-stakes implementations.
  • Own platform health: upgrade planning (family release adoption), technical debt remediation, ATF coverage targets, and platform observability.
  • Serve as the organization's senior SME on ServiceNow capabilities, certifications, and roadmap; evaluate new platform features (Now Assist, Workflow Studio, AI Agents) for fit with C3's environment.
• Team Management & Agile Delivery (33%)
  • Manage a pod of Associate and Junior Platform Engineers - hiring, onboarding, 1:1s, performance feedback, professional development, and certification planning.
  • Own the team's agile operating model - sprint cadence, ceremonies, working agreements, and Definition of Done - using Azure DevOps as the primary work tracker.
  • Curate the platform backlog: intake from stakeholders, prioritization against the SNOW 2.0 roadmap (P1 Reference Architecture, P2 Security Event Integration, P3 Client Portal, P4 AI Architecture), and resource allocation across initiatives.
  • Define, collect, and report on agile metrics - velocity, burndown, sprint completion, escaped defects, throughput - and drive continuous improvement against them.
  • Estimate, plan, and track delivery against quarterly roadmaps and annual resource plans; surface risks, blockers, and scope changes proactively.
• Vendor, Stakeholder & Cross-Team Leadership (20%)
  • Manage the vendor relationship for the ServiceNow Client Portal program - SOW scoping, deliverable acceptance, integration handoff, and ongoing portal evolution.
  • Coordinate with external ServiceNow contractors (P2 API Integration developer and others) on scoping, oversight, and acceptance criteria.
  • Partner with the Senior Platform Engineer – AI Specialization on AI/ML integrations into the platform (Now Assist, MCP-based connections) and shared engineering standards.
  • Partner with Operations, Security, and Compliance leaders to align the platform with C3's managed-services delivery model and CMMC/FedRAMP posture.
  • Represent the ServiceNow platform in stakeholder reviews, executive updates, and customer-facing technical conversations as needed.
• On-Call & Production Support (10%)
  • Participate as a full member of the weekly ServiceNow Platform on-call rotation and serve as the standing first escalation point for the pod.
  • Own the on-call program: rotation schedule fairness, incident metrics (MTTA / MTTR / volume / repeat-rate), and the post-incident review process.
  • Own the cross-team escalation MOU with the Security Engineering team and the SVP, Engineering - including ramp-in planning for Junior engineers entering the rotation.
  • Drive systemic incident reduction through runbook authoring, observability improvements, and prioritization of remediation work into the backlog.

Qualifications

• 6+ years of professional experience in ServiceNow platform engineering, with a demonstrated track record of delivering production-grade solutions in complex enterprise environments.
• Proven experience designing and operating multi-system ServiceNow integrations using Scripted REST APIs, Integration Hub, Flow Designer, and modern authentication frameworks.
• Hands-on proficiency with ServiceNow architecture decisions - scoped applications, table extension strategy, ACL design, performance tuning, and family release upgrades.
• Experience leading or managing a small team of engineers, including task assignment, performance feedback, professional development, and hiring.
• Demonstrated experience operating within and leading Agile/Scrum delivery frameworks, including backlog management, sprint planning, and metrics-driven delivery using Azure DevOps and the ServiceNow Agile module.
• Experience managing external vendor relationships and SOW-based engagements on the ServiceNow platform.
• Working experience with one or more major cloud platforms (Microsoft Azure preferred; AWS or GCP acceptable).
• Willingness to lead a weekly on-call rotation and own the platform's incident response program.
• Strong written and verbal communication skills, with the ability to translate technical concepts for non-technical stakeholders and represent the platform in executive forums.
• Bachelor's degree in Computer Science, Information Systems, or a related technical discipline, or equivalent professional experience.
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) required. Certified Implementation Specialist (CIS) credentials in one or more product lines strongly preferred. Certified Technical Architect (CTA) a plus.

Preferred

• Deep platform expertise paired with engineering leadership instincts - comfortable making architecture decisions and equally comfortable coaching a team to ship them.
• A coaching disposition - invested in the growth and development of team members, not just personal output.
• Governance-oriented mindset - the ability to think critically about risk, access control, and responsible platform deployment, especially in CMMC/FedRAMP-adjacent environments.
• High degree of ownership and accountability; drives initiatives to completion without requiring close supervision.
• Strong systems thinking - the ability to evaluate how individual ServiceNow components interact across a broader technical and organizational architecture.
• Comfort operating across stakeholder layers - engineering, operations, vendors, executives, and customers.
• Familiarity with managed security services delivery and the operational realities of supporting MSSP customers.
• Bias toward documentation and repeatability, ensuring decisions, processes, and systems are well-documented and maintainable over time.

Benefits

• To be a part of one of the fastest-growing companies in America, and a talented team to back you up.
• An awesome culture, backed up by winning several Best Places to Work awards.
• Remote work opportunities.
• Medical, Dental, Vision Insurance.
• Four Weeks of Paid Time Off (vacation & sick leave).
• Four weeks of Paid Maternity and Paternity leave.
• Two days of Paid Volunteer Time.
• 401(k) with 4% Company Match.
• Company Bonus Structure.
• Tuition Reimbursement.
• Employer-sponsored Disability & Life Insurance.
• Professional Development.

Company Description

This is a remote US-based position with minimal travel. C3 Integrated Solutions is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status, or any other characteristic protected by law.

This is a general description of the duties, responsibilities and qualifications required for this position. Physical, mental, sensory, or environmental demands may be referenced to communicate the way this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, C3 Integrated Solutions will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.