ServiceNow Expert

Over 10 years ago, our company was born with a mission to help people and their pets when they need it most by challenging norms and fixing the ER experience. Since then, we’ve expanded rapidly, with hospitals nationwide open 24/7/365, and created an ER experience that focuses on what our pets and pet parents really need. We’ve done the same for our people, finding a way to say YES so they are empowered to achieve great things, grow in unexpected ways, and find a place where they truly belong. We also believe in investing heavily into technology and definitely have a startup-like environment, though we have nearly 6,000 employees! THIS IS A FULL-TIME PERMANENT POSITION FOR A SERVICENOW EXPERT LOCATED IN WHITE PLAINS THAT IS HYBRID. YOU MUST BE IN THE OFFICE 2X PER WEEK. WE ARE LOOKING IN PARTICULAR FOR SOMEONE WITH SERVICENOW VIRTUAL AGENT EXPERTISE .

THE J

OBAs the ServiceNow Platform Engineer on the IT Infrastructure team, you will serve as our senior technical owner of the ServiceNow platform, designing, building, and scaling enterprise solutions across ITSM, HRSD, Knowledge, and Virtual Agent. This is a deliberate new addition to the team, not a backfill. We're expanding capacity at the senior level to reduce single-point-of-failure risk and unlock a roadmap that one developer can no longer carry alone. You will function as the primary technical voice for ServiceNow at our firm, someone who can walk into a room with IT leadership, People, Operations, and Finance, lead the technical conversation, and translate ambiguous cross-functional requirements into scalable platform solutions without needing a translator. You own outcomes, not just ticket s. The ideal candidate brings deep, hands-on ServiceNow expertise and the stakeholder maturity to match. You are a self-starter who takes full ownership without constant oversight, communicates technical complexity clearly to less technical audiences, and writes clean, well-tested, well-documented work that the whole team can rely on. You actively use AI development tools like Claude Enterprise and ChatGPT as force multipliers, not shortcuts, and you approach an existing platform with curiosity about why it was built the way it was before proposing what to change. This role is built to grow. The natural trajectory is toward a Principal ServiceNow Platform Engineer and, over time, a platform architect or enterprise systems lead as the team and company sca le.

WHAT YOU’L

L DOThis role is primarily proactive; approximately 70% of your time will be focused on new builds, integrations, and roadmap delivery rather than reactive support. You will owner four core ar eas:Platform development and new bui lds: Design and build custom applications, workflows, and configurations across ITSM, HRSD, Knowledge, and Virtual Agent in Non Prod, UAT, and Prod environments. Implement ACLs, business rules, UI policies, and data policies. Build and optimize Virtual Agent flows and AI-powered experiences. Write and maintain automated tests, lead code reviews, and actively leverage AI development tools (Claude Enterprise, ChatGPT) to accelerate delivery, with the security judgment to apply them responsi bly.Stakeholder engagement and requireme nts: Serve as the senior technical partner for IT, Operations, People, and cross-functional leadership. Lead technical discussions alongside the Senior ServiceNow PM and IT SaaS Architect, not just participate in them. Translate business requests into technical specifications independently, manage the incoming request backlog, and set clear expectations on priority and timeline without needing the IT SaaS Architect to bridge the gap.Integrations and automat ion: Build and maintain REST/SOAP integrations with platforms across our stack, including Workday, Okta, and third-party connectors. Develop Flow Designer automations to eliminate manual handoffs and identify net-new automation opportunities that improve the employee experience without adding headco unt.Governance, maintenance, and mentors hip: Handle reactive support, bug fixes, and platform upgrades. Enforce development standards and security compliance. Mentor team members through code reviews and pairing sessions. Maintain technical documentation and Knowledge Base content so the platform never becomes dependent on any single person's tribal knowle dge. This is a hybrid position that is 2 days per week at our HQ in White Plains, NY. We also plan to visit hospitals near you periodically, so you can observe the operational challenges you're solving firsthand, connect with the frontline team your work supports, and be reminded that what you ship matters to real people and their pets. The complimentary snacks in the break room are an added efits.Comprehensive health and wellness benefits that start on day one, and access to free therapy or coun selingPaid parental leave, up to 12 weeks at 100% of regular salary, and offering inclusive fertility and family-building care for all types of fa miliesUnlimited PTO to use for vacation or sick days—however you ne ed it!Generous employee referral program, so our awesome people can bring in more awesome p eople.And the little (big) things, like casual office attire, ability to bring your fur baby to work, cool swag, food in the fridge for when you’re hungry, and free lunches twice a week!!Company laptop and a monthly cell phone reimbur #J-18808-Ljbffr Averity