ServiceNow Platform Engineer

LightFeather is seeking a Senior ServiceNow Platform Engineer with deep expertise in platform upgrades, instance diagnostics, scoped application development, and enterprise integration support. This role requires a well-rounded ServiceNow professional who can ensure the health, performance, and integrity of a large multi-instance environment while collaborating directly with customers, architects, and cross-functional teams. In this senior-level position, you will lead major upgrade cycles, troubleshoot complex platform issues, guide junior developers, and serve as a Release Manager when required. This is a Full Time, Remote Position.

Location: Remote
Job Type: Full-time
Clearance Requirement: Secret clearance required

Platform Upgrades & Environment Management

• Lead end-to-end execution of ServiceNow platform upgrades and monthly patching cycles.

• Manage instance cloning, including scheduling, post-clone cleanup, and remediation.

• Perform rigorous governance of Skipped Records, recommending whether to return to OOTB or retain customizations.

• Ensure all release activities follow internal Change Request (CR) governance, preventing unauthorized or shadow IT deployments.

Application Development & Release Engineering

• Design and implement high-quality solutions using Scoped Applications, ServiceNow Studio, and established platform best practices.

• Support version-controlled deployments leveraging the Application Repository, update sets, CI/CD pipelines, AES, and multi-instance release strategies (Dev → UAT → Prod).

• Interpret architectural designs and fill in technical gaps through independent critical thinking.

Diagnostics, Troubleshooting & Instance Health

• Conduct advanced Root Cause Analysis across performance issues, slow database queries, script failures, and systemic degradation.

• Utilize ServiceNow diagnostic utilities including:

  • Script Debugger

  • Background Scripts

  • Log Analytics

  • stats.do

  • Transaction Logs & All Active Transactions

  • Node and performance analysis tools

• Lead debugging of complex integrations: failed REST/SOAP calls, MID Server outages, OAuth/MFA/Mutual Auth authentication failures.

Cross-Functional Collaboration & Customer Interaction

• Act as a Release Manager for assigned customers, facilitating discussions and coordinating deployments across customer teams.

• Participate in troubleshooting sessions with scoped app teams and customer developers, helping steer investigation and solutioning.

• Communicate blockers, risks, and needed clarifications clearly to internal leadership and customer stakeholders (non-executive).

Leadership & Soft Skills

• Mentor junior developers and provide technical direction when necessary.

• Offer platform improvement recommendations to architects and team leadership.

• Communicate proactively, clearly, and professionally in customer-facing environments.

Platform Engineering Expertise

• Upgrade Mastery: Led 2–3+ full platform upgrade cycles in enterprise environments.

• Diagnostics: Mastery of ServiceNow troubleshooting tools (Script Debugger, Background Scripts, logs, analytics, monitoring).

• Development: Expert-level understanding of Scoped App architecture, ServiceNow Studio, and best-practice coding.

• Release Engineering: Strong experience with Application Repository, update sets, version control, and multi-instance deployments.

Integrations

• Proficiency with:

  • IntegrationHub

  • REST/SOAP Web Services

  • MID Server installation, configuration, and operational debugging

• Strong understanding of enterprise authentication methods (OAuth, Mutual Auth, certificates).

Experience Requirements

• 3–5+ years of ServiceNow development and platform engineering experience.

• Experience working in high-governance, federal, or regulated enterprise environments.

• Demonstrated ability to work across ITSM, CMDB, ITOM, and general platform functionality as a well-rounded engineer.

Required Certifications

• ServiceNow Certified System Administrator (CSA)

• ServiceNow Certified Application Developer (CAD)

• Certified Implementation Specialist (CIS) — Discovery, ITSM, or another product line (minimum one required)

• Experience interacting with government customer leads during release cycles.

• Prior participation in multi-team troubleshooting across platform, scoped apps, and integrations.

• Exposure to AES, automated test frameworks, or CI/CD pipeline tools.

• Fully remote role.

• Must be available during core hours 9AM–3PM Eastern Time.

• Occasional customer-facing responsibilities as Release Manager.

At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.