Track Lead - Configuration Management

Job Summary

About the Role\r\n We are seeking a highly skilled Service Now Platform Configuration Engineer to support our German Service Now Platform Configuration team. In this role, you will contribute to the ongoing development, maintenance, and operational excellence of the global WAC Service Now platform. \r\n

Key Responsibilities

Key Responsibilities\r\n1. Platform Development & Configuration – MUST HAVE\r\n• Design, develop, and implement new features, enhancements, and customizations across the Service Now Platform, ITSM, and ITOM modules.\r\n• Build and maintain catalog items, workflows, client/server scripts, business rules, UI policies, integrations, and platform configurations.\r\n2. Operational Support & Maintenance – MUST HAVE\r\n• Execute day-to-day Service Now operational activities, ensuring platform stability and compliance with operational standards.\r\n• Analyze and resolve incidents, problems, and technical issues related to Service Now modules and integrations.\r\n• Perform system log analysis, troubleshoot performance issues, and recommend optimization measures.\r\n• Validate and support platform upgrades, including patches, hotfixes, and major releases.\r\n3. Platform Health & Governance\r\n• Monitor platform performance, conduct health checks, and proactively drive improvements.\r\n• Document operational procedures, technical configurations, and support concepts for internal knowledge sharing.\r\n• Maintain and validate ITOM Discovery patterns, ensuring accurate CMDB population and dependency mapping.\r\n• Develop, update, and execute Automated Test Framework (ATF) tests to support continuous improvement and regression testing.\r\n

Skill Requirements

Technical Expertise\r\n• Hands-on experience with: Service Now Platform Core, ITSM, ITOM including Discovery & CMDB.\r\n• Proficiency in JavaScript, Flow Designer, Catalog Builder, Service Portal configurations, and ATF.\r\n• Understanding of platform performance troubleshooting, ACLs/security, integrations, and MID Server operations.\r\n Operational Excellence\r\n• Experience supporting large scale, enterprise Service Now environments.\r\n• Ability to analyze system logs, troubleshoot complex issues, and implement sustainable fixes.\r\n• Working knowledge of release management, upgrade process validation, and platform best practices.\r\n Preferred Qualifications\r\n• Service Now certifications: CSA, CAD, ITSM/ITOM Implementation Specialist.\r\n• Knowledge of ITIL V4 processes\r\n

Other Requirements

No