LIGHTFEATHER IO LLC is hiring a ServiceNow Platform Engineer to ensure the health, performance, and integrity of a large multi-instance environment. In this senior-level role, you will lead major upgrade cycles, troubleshoot complex platform issues, guide junior developers, and serve as a Release Manager.
What You'll Do
- 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 deployments.
- 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.
- Conduct advanced Root Cause Analysis across performance issues, slow database queries, script failures, and systemic degradation.
- Lead debugging of complex integrations: failed REST/SOAP calls, MID Server outages, OAuth/MFA/Mutual Auth authentication failures.
- 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.
- 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.
What We're Looking For
- Led 2–3+ full ServiceNow platform upgrade cycles in enterprise environments.
- Mastery of ServiceNow troubleshooting tools (Script Debugger, Background Scripts, logs, analytics, monitoring).
- Expert-level understanding of Scoped App architecture, ServiceNow Studio, and best-practice coding.
- Strong experience with Application Repository, update sets, version control, and multi-instance deployments.
- Proficiency with IntegrationHub, REST/SOAP Web Services, and MID Server installation, configuration, and operational debugging.
- Strong understanding of enterprise authentication methods (OAuth, Mutual Auth, certificates).
- 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.
- ServiceNow Certified System Administrator (CSA).
- ServiceNow Certified Application Developer (CAD).
- Certified Implementation Specialist (CIS) — Discovery, ITSM, or another product line (minimum one required).
- Secret clearance required.
Nice to Have
- 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.
Technical Stack
- ServiceNow, Scoped Applications, ServiceNow Studio
- Application Repository, Update Sets, CI/CD pipelines, AES
- IntegrationHub, REST Web Services, SOAP Web Services, MID Server
- OAuth, Mutual Auth, certificates, Script Debugger, Log Analytics
Work Mode
This is a fully remote position.
LIGHTFEATHER IO LLC is an equal opportunity employer.
