Principal Platform Engineer

JOB TITLE: ServiceNow Platform Engineer
LOCATION: Downtown New York, NY
TYPE: Permanent (Full-Time) 


Purpose:

The client manages extensive systems supporting financial, business, automated train operations, transportation technology, power systems, and physical security.
The IT Department centrally delivers Information and Operational Technology (IT/OT) services across all agencies, operating 24/7/365.

The IT Product Development group is composed of empowered, multi‑functional teams responsible for end‑to‑end product strategy, development, and delivery. These teams build and maintain secure, scalable, and innovative systems to support organizational mission needs.

Summary

The Principal Platform Engineer ensures stability, scalability, and continuous enhancement of enterprise service‑management platforms. As the organization expands its use of digital workflows and automation, this role reduces reliance on managed service providers.

The engineer provides both technical and strategic leadership across the full software development lifecycle and serves as the technical owner of assigned enterprise platforms, accountable for architecture, configuration, integrations, performance, governance, and long‑term strategy.

Critical Skills

• Enterprise ServiceNow Platform Architect experience (CMDB, CSDM)
• Deep expertise in ServiceNow architecture, tables, ACLs, and internals
• Ability to design scalable enterprise solutions across suites
• Strong JavaScript skills
• Custom app development (App Engine Studio, Classic Studio)
• Familiarity with ATF and scripting

Responsibilities

Technical Leadership

• Serve as a technical resource for multiple enterprise platform components
• Troubleshoot complex platform issues with interdependent technologies
• Design secure, scalable solutions across modules (ITSM, ITOM, HRSD, SecOps, GRC, CSM)
• Implement new platform features, plugins, and integrations
• Define/enforce governance: data models, naming conventions, development standards
• Own platform lifecycle and ensure architectural and compliance alignment

Platform Operations & Quality

• Optimize support processes; analyze system health and performance
• Review enhancements for technical correctness and production readiness
• Lead test planning and execution
• Review work from junior roles for architectural alignment
• Guide teams on best practices
• Oversee integrations via Integration Hub, REST/SOAP APIs

Upgrades, Documentation & Governance

• Lead platform upgrades and performance optimization
• Maintain architecture diagrams and technical documentation
• Participate in governance reviews and provide technical sign‑off
• Evaluate release features and recommend adoption

Security & Compliance

• Lead platform security efforts
• Manage access controls, CMDB security, MID server configuration
• Enforce cybersecurity standards and assist with incidents
• Conduct configuration/documentation audits

Risk, Quality & Supplier Management

• Direct QA, safety, and risk mitigation initiatives
• Manage technology supplier relationships
• Contribute to RFPs/RFIs and contract/SLA negotiations
• Oversee contractor work, invoice reviews, and issue escalation

Collaboration & Leadership

• Provide mentorship and technical thought leadership
• Champion modern engineering methodologies
• Collaborate to define CI attributes and system relationships
• Maintain Application‑to‑Server mappings
• Travel may be required
• May require after‑hours support for a 24/7 environment
• Perform additional assigned duties

Required Qualifications

Education

• Bachelor’s degree + 10+ years relevant experience, or equivalent

Certifications (examples)

• ITSM, CSM, HRSD, ITOM, SAM, HAM, Performance Analytics, Risk & Compliance
• CSA, CAD, CMA, CTA, CAS
• CIS‑DF (CMDB & CSDM)

Technical Skills

• Enterprise CMDB/CSDM architecture expertise
• Strong ITIL, configuration management, and EA principles
• ServiceNow Discovery, Service Mapping, Integration Hub / Event Management
• Experience across major modules (ITSM, ITOM, CMDB, HRSD, CSM, SecOps, GRC, EA, SPM)
• REST/SOAP APIs, MID servers, Integration Hub spokes
• Integrations with Azure, AWS, Jira, SCCM, Dynatrace, Splunk
• JavaScript, Glide API, scripting, business rules, UI logic
• Flow Designer, Workflow Editor, Update Sets, Source Control
• DevOps pipelines and Agile methodologies
• TOGAF, Zachman, ITIL v4
• Performance Analytics, Virtual Agent, Predictive Intelligence
• Strong communication and documentation abilities

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