Senior ServiceNow Platform Engineer

About the Role

We are seeking an experienced Senior Service Now Platform Engineer to design, build, and operate enterprise-grade Service Now capabilities that support critical business operations. You will own platform stability, configuration, and optimization while driving strategic initiatives in automation, Agentic AI, and knowledge management.

You will provide technical leadership and governance, manage the team's Agile backlog and ticket queue, write SOPs, and present platform metrics to IT management weekly.

Who you are

• Strong written and verbal communicator with excellent documentation skills.

• Collaborative, detail-oriented, and organized.

• Able to manage multiple priorities in a fast-paced environment.

• Calm under pressure and energized by complex problems.

What you will do

• Configure, maintain, and support the Service Now platform, including workflows, automations, and integrations.

• Troubleshoot complex platform issues and support major releases, high-impact incidents, and platform-wide changes.

• Design and enhance automation and Agentic AI capabilities to reduce manual effort and enable self-service.

• Create and maintain knowledge articles and SOPs documenting governance, standards, and best practices.

• Perform routine audits, maintenance, and access, security, and configuration reviews.

• Own the team's ticket queue against SLAs and manage the Agile backlog and sprint priorities.

• Present key platform metrics to IT management weekly.

• Partner with administrators, developers, and stakeholders across IT and SaaS to support workflows and long-term platform strategy.

Must Haves

• 5+ years of strong communication and collaboration, translating complex Service Now concepts (Flow Designer, Integration Hub, Agentic AI) into clear guidance for technical and business audiences.

• 5+ years of technical leadership and governance, including mentoring, design and code reviews, and enforcing standards and SOPs.

• 5+ years of strong prioritization skills, including 3-5 years managing an Agile backlog and a ticket queue against SLAs.

• 7+ years of advanced Service Now development: Flow Designer, Integration Hub, REST/SOAP, Scripted REST APIs, OAuth, service catalog, Virtual Agent, knowledge management, scoped apps, and Glide scripting.

• 7+ years troubleshooting complex issues and root-cause analysis, with the ability to present platform metrics to IT management.

• 1+ years with Service Now Agentic Workflow and AI Agents.

• 1+ years using Claude Cowork or Claude Code for Service Now development, including prompt engineering and skill creation.

• 1+ years configuring and securing Service Now MCP Server/Client integrations with governed MCP Tools and ACL/OAuth scoping.

• 3+ years with Hardware Asset Management, Employee Center, Now Assist, and Operations Workspace.

• 1+ years with Atlassian products (Jira, JSM, Confluence), with a desire to become proficient.

Nice to Have

• Experience as a Service Now platform owner, lead engineer, or architect, including roadmap planning and technical debt management.

• Service Now certifications (CSA, CAD); advanced certifications preferred.

• Familiarity with broader agentic AI and LLM tooling and governed enterprise use of AI assistants.

• Advanced Atlassian administration and knowledge of enterprise security and compliance.

We look forward to your application and the possibility of you joining our dynamic Abnormal team!

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location.
In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

Base salary range:

$141,500—$203,500 USD

A note on AI in our process: Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.