[Remote] Senior ServiceNow Platform Engineer

Note: The job is a remote job and is open to candidates in USA. Abnormal AI is seeking a Senior ServiceNow Platform Engineer to design, build, and operate enterprise-grade ServiceNow capabilities supporting critical business operations. The role owns platform stability, configuration, and optimization while leading automation, Agentic AI, knowledge management, governance, and team workflow priorities.

Responsibilities

• Configure, maintain, and support the ServiceNow 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

Skills

• 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
• 5+ years of strong communication and collaboration, translating complex ServiceNow concepts (Flow Designer, IntegrationHub, 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 ServiceNow development: Flow Designer, IntegrationHub, 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 ServiceNow Agentic Workflow and AI Agents
• 1+ years using Claude Cowork or Claude Code for ServiceNow development, including prompt engineering and skill creation
• 1+ years configuring and securing ServiceNow 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
• Experience as a ServiceNow platform owner, lead engineer, or architect, including roadmap planning and technical debt management
• ServiceNow certifications (CSA, CAD)
• 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

Benefits

• This role may be eligible for bonus or incentive compensation.
• This role may be eligible for equity.
• This role may be eligible for a comprehensive benefits package.

Company Overview

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