Staff ServiceNow Platform Engineer
On-siteFoster City, California, United States
Job Summary
Own and evangelize the strategic vision and multi-year roadmap for the ServiceNow platform across Zoox, aligning platform investment with business priorities. Perform hands-on development, configuration, and architecture work directly on ServiceNow for strategic initiatives, complex integrations, and situations requiring speed or sensitivity rather than delegation to vendors. Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments. Manage and mentor two ServiceNow contractors, assigning priorities, reviewing co-developing their work, and ensuring alignment with platform strategy and standards. Own vendor lifecycle and platform governance, including RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work.
Required Qualifications
- 10+ years of experience working with ServiceNow
- 5+ years in a technical architecture/design capacity
- continued active hands-on development skills (flow designer, scripting, integrations, app development)
- Deep, current working knowledge of ServiceNow architecture across ITSM, ITOM, ITAM, IntegrationHub, and platform/app development
- Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity
- Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen
- Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences
- Certified System Administrator (CSA)
- Certified Application Developer (CAD)
Desired Qualifications
- Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed
- Excellent stakeholder management and communication skills across technical and non-technical audiences
- Certified Technical Architect (CTA)
- Certified Implementation Specialist (ITSM, HAM, or Discovery)
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