It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

The Team: 
The ServiceNow Platform Expert team within our Digital Technology Operations department is a high-performing group of talented individuals committed to optimizing and maintaining the health and performance of our enterprise platforms. We work collaboratively with application developers, product owners, internal users, and other stakeholders to enhance efficiency, scalability, and reliability across key ServiceNow instances and digital platforms.  
As our organization continues to scale, we are expanding our capabilities to build robust systems that drive growth, enhance platform stability, and ensure technical excellence. Through continuous analysis, refinement, and innovation, we maintain a resilient, high-performing digital ecosystem that meets the evolving needs of our internal teams and customers. 

The Role: 
As a Staff Platform Expert Engineer, you will play a critical role in shaping the architecture, performance, and scalability of our ServiceNow platform. You will provide technical leadership, architectural guidance, and hands-on expertise to optimize and enhance platform capabilities. Your work will directly impact system performance, reliability, and long-term scalability, ensuring seamless digital experiences for users. 

What you get to do in this role:

• Architectural and Development Guidance: Provide expert guidance and oversight to project teams, ensuring adherence to architectural principles, standards, and best practices.
• Quality Assurance: Champion quality assurance through architectural reviews, audits, and evaluations to maintain high standards of performance, security, and reliability. 
• Performance Monitoring & Analysis: Define key performance indicators (KPIs), implement performance monitoring tools, and proactively optimize system performance. 
• Platform Optimizations & Tuning: Drive configuration and tuning best practices, ensure platform scalability & performance and ensure high-quality user experience in post go-live scenarios. 
• Technical Innovation & Research: Foster a culture of continuous learning and exploration to stay ahead in technological advancements and emerging trends. 
• Consultation & Best Practices: Support platform engineering teams in implementing capacity management strategies, performance best practices, and scalable architectures. 
• Cross-Functional Collaboration: Partner with engineering teams, product owners, and business stakeholders to deliver well-integrated, high-performance solutions. 

To be successful in this role you have:

Technical Expertise: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry 
• 8+ years of experience in IT and software development, with 5+ years of hands-on experience with ServiceNow development and/or administration. 
  • ​​​​​​​Strong expertise in ServiceNow scripting (JavaScript, Glide API, Script Includes, Business Rules, Client Scripts, UI Actions, UI Policies and Flow Designer) and ServiceNow integrations using REST/SOAP APIs and third-party tools. 
• Strong working experience of performance analysis and tuning of Java based applications – including Java profiling and heap dump analysis. 
• Experience in Relational Databases like PostgreSQL / MySQL and deep knowledge on SQL performance, SQL tuning and optimization, and understanding of Explain Plans for complex queries.  
• Experience with ServiceNow AI/ML, Virtual Agent, or Predictive Intelligence, alternatively strong experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.  
• Experience with log analysis and monitoring tools (e.g., Splunk preferred) 
• Any ServiceNow Certifications is a plus 

Soft Skills & Leadership: 

• Excellent problem-solving skills, with the ability to identify performance bottlenecks and implement scalable solutions. 
• Strong written and verbal communication, including experience presenting technical concepts to stakeholders and leadership. 
• Ability to work independently, prioritize effectively, and drive high-impact technical initiatives. 
• Passion for mentorship, knowledge-sharing, and continuous learning in a cross-functional and collaborative team environment. 

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Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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