Senior Engineer Application and Development and Maintenance - Servicenow Platform Technical Lead

**Job Title** **P49I98 - Sr. Engineer ServiceNow Platform Technical Lead (P4)** **Job Summary** As the ServiceNow Platform Technical Lead (P4), you will serve as the senior technical authority for the ServiceNow Platform owning solution design quality, guiding engineering practices, and driving a scalable roadmap in partnership with product/platform leadership. You’ll lead architecture and design reviews, establish guardrails, mentor developers and citizen‑developers, and be the primary technical point of contact for partners and internal teams. Your remit spans governance, roadmap execution, integration strategy, code quality, and platform reliability, ensuring the platform consistently delivers business outcomes and remains upgradeable. **Scope & Impact** * Acts as **platform SME** and **de facto architecture lead** for complex initiatives across ITSM and adjacent capabilities, ensuring alignment to enterprise standards, security, and value outcomes. * Co‑authors and executes the **platform roadmap** and **governance model** (demand intake, technical review, release/change, upgrade strategy) with the Platform Owner/Product Owner and CoE/CoEI. * Elevates **code quality and delivery velocity** through design reviews, peer code reviews, automated testing (ATF), and CI/CD pipelines integrated with ITSM change. **Essential Duties & Responsibilities** **1) Technical Leadership, Guidance & Mentorship** * Provide **day‑to‑day technical guidance** to developers and admins; pair program, unblock complex issues, and build reusable patterns (Script Includes, Flow Designer, IntegrationHub). Lead formal **peer code reviews** and uphold coding standards. * Coach **citizen developers** and business technologists; define **guardrails** in App Engine (delegated development, Instance Scan, ATF integration) to scale safely. * Run **knowledge‑sharing** rhythms (tech talks, workshops, demos, brown bags) to spread platform best practices across global teams. **2) Technical Specifications & Solution Design (Architecture Ownership)** * Own **solution architecture** and **technical specification** deliverables (diagrams, data models, ADRs) for new products/features, integrations, and cross‑scope app patterns; chair or co‑chair **Architecture/Technical Review Boards**. * Enforce **OOTB‑first** principles, reusability, and upgradeability; minimize customization and technical debt in line with platform design standards. * Design and validate integrations (SSO, LDAP, REST/SOAP, eventing), data contracts, and error‑handling strategies with security and identity patterns. **3) Platform Governance & Roadmap** * Co‑define the **platform roadmap**, prioritization model, and release calendar with the Platform/Product Owner; align with **SPM** (Strategic Portfolio Management) for demand/roadmap visibility and value realization. * Stand up and continually improve a **Center of Excellence/CoEI** to standardize intake, design standards, development guardrails, and value tracking. * Establish and run **technical governance** (intake triage, design reviews, change gates, upgrade readiness) to prevent sprawl and ensure consistent, scalable solutions. **4) Delivery Excellence: Code Review, Testing & CI/CD** * Institutionalize **peer code reviews and best practices** with checklists; embed code scanning, Instance Scan, and style consistency in PRs and pipelines. * Build and maintain **ATF** suites as regression safety nets for sprint and upgrade cycles; drive automation adoption targets. * Lead the evolution from update sets toward **source control + CI/CD** (Git, App Repo, DevOps/Jenkins/GitHub Actions), integrating with **Change** for auditability and automated approvals. **5) CMDB/CSDM Stewardship & Data Architecture** * Partner with CMDB/CSDM owners to **align services and applications** to **CSDM 4.x/5.0**, enforce data ownership, lifecycle, and relationship integrity; drive Instance Scan/health KPIs. * Chair technical decisions impacting **discovery, service mapping**, and data quality; reduce incident blast radius via reliable service models. **6) Operations, Reliability & Upgrades** * Own technical readiness for **bi‑annual upgrades, patches, and cloning** (release notes review, impact analysis, skipped record remediation, test coverage, defect handling). * Serve as **primary technical point of contact** during P1/P2 incidents impacting the platform; guide root cause analysis and permanent fixes. **7) Stakeholder & Partner Management** * Be the **primary technical point of contact** for internal teams, vendors/partners, and ServiceNow; provide architecture guidance, estimates, and progress updates; influence buy‑vs‑build decisions. * Advocate for **platform value** and “OOTB‑first” across business and IT; translate business outcomes to platform capabilities and measurable KPIs. **Qualifications** **Required** * Bachelor’s degree in a related field (or equivalent experience). * **10+ years** in enterprise software/solutions; **5+ years** hands‑on ServiceNow administration/development; **5+ years** in large IT orgs; proven track record leading complex platform initiatives. * Deep experience across **ITSM** (and familiarity with related products), **platform upgrades**, **integrations** (SSO/LDAP/REST/SOAP/Integration Hub), and web technologies (JS, HTML, CSS, XML). * Demonstrated leadership of **code review practices**, **ATF‑driven regression testing**, and **CI/CD** with source control (Git) and App Repo; strong SDLC/Agile delivery. * Strong grasp of **ITIL** processes (Incident/Change/Config/Release) and **CSDM/CMDB** data foundations. * Excellent communication, facilitation, and stakeholder management skills across business and engineering. **Preferred** * ServiceNow **CSA**, **CAD**, one or more **CIS** (e.g., ITSM); **ITIL Foundation**; evidence of ongoing architecture education (design reviews, ADRs). * Experience guiding **citizen development** (App Engine, guardrails, AEMC/Management Center) and **DevOps**/Change Automation. * Cloud experience (AWS/GCP) and modern integration patterns; exposure to SPM for portfolio/roadmap alignment. **Work Environment** * Hybrid; highly collaborative with global stakeholders; Agile/Scrum (2‑week sprints) with DevOps practices integrated into delivery. _Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply._ _Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law._ _To read and review this privacy notice click_ [here](https://www.cardinalhealth.com/content/dam/corp/email/documents/corp/cardinal-health-online-application-privacy-policy.pdf)