ServiceNow Platform Engineering

Designation - Senior Software Engineer -ServiceNow Platform Engineering

Role Overview
The individual is responsible for designing, enhancing, and governing the enterprise-wide ServiceNow platform including ITSM, HRSD IntegrationHub, and emerging AI capabilities such as Now Assist, NASK, AI Agents prompt engineering, and MCP. This role ensures the platform is scalable, reliable, well-governed, and aligned to business processes across IT Operations, Security, Engineering, Procurement, HR, and Risk. The engineer will lead platform roadmap strategy, solution design, data governance, platform integration patterns, and operational maturity improvements.

Key Responsibilities
Platform Strategy & Architecture
• Own and evolve the ServiceNow platform roadmap, ensuring alignment to enterprise architecture and business priorities.
• Design end-to-end workflows, data models, CI lifecycle policies, role-based access, and platform governance frameworks.
• Define reusable architecture standards, reference models, naming conventions, and API/Integration guidelines.
• Drive automation for license harvesting, true-up readiness, renewal analytics, and vendor audit support.
ITSM & Operational Excellence
• Own core workflows across Incident, Problem, Change, Request, Knowledge, Major Incident, and Service Catalog.
• Implement SLA/OLA policies, knowledge management workflows, post-incident RCA discipline, and service reliability metrics.
• Partner with business units to drive ITSM adoption, maturity, and consistent operational practices.
AI & Automation (Now Assist / NASK / Predictive Intelligence)
• Configure and refine predictive intelligence models, intent classification, and similarity matching for operational efficiency.
• Build AI-assisted change reviews, data quality checks, proactive remediation, and automated routing models.
Integration Hub & Enterprise Integrations
• Design and maintain Integration Hub, APIs, and data exchange patterns with monitoring, cloud, identity, procurement, and CMDB sources.
• Ensure integration reliability, logging, security policies, token management, and versioning standards.
• Enable event-driven automation across ITSM / ITOM / Security / Finance.
Leadership & Governance
• Act as the primary platform SME for architecture boards, InfoSec, procurement, and audit stakeholders.
• Conduct training, create playbooks, standard operating procedures, and platform onboarding guides.
• Mentor internal ServiceNow developers, platform admins, and support teams.
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Required Qualifications
• 10+ years hands-on experience administering or architecting within the ServiceNow platform.
• Deep knowledge of CMDB, ITSM, and at least one of: ITOM, HRSD, Integration Hub-Workflow Data Fabric, Prompt Engineering, DevOps Change Velocity
• Experience with REST/SOAP APIs, JSON/XML, event-driven workflows, and CI/CD pipeline integration.
• Understanding of cloud and infrastructure (AWS, Azure, GCP, Linux/Windows, container platforms, networking).
• Strong stakeholder management and ability to communicate with both engineers and senior leadership.
• Foundation certifications: CIS, CAD, CSDM required. ArchX or CTA a Plus.

About Convera

Convera is the largest non-bank B2B cross-border payments company in the world. Formerly Western Union Business Solutions, we leverage decades of industry expertise and technology-led payment solutions to deliver smarter money movements to our customers – helping them capture more value with every transaction.

Convera serves more than 30,000 customers ranging from small business owners to enterprise treasurers to educational institutions to financial institutions to law firms to NGOs.

Our teams care deeply about the value we bring to our customers which makes Convera a rewarding place to work. This is an exciting time for our organization as we build our team with growth-minded, results-oriented people who are looking to move fast in an innovative environment.

As a truly global company with employees in over 20 countries, we are passionate about diversity; we seek and celebrate people from different backgrounds, lifestyles, and unique points of view. We want to work with the best people and ensure we foster a culture of inclusion and belonging.

We offer an abundance of competitive perks and benefits including:

• Competitive salary

• Opportunity to earn an annual bonus

• Great career growth and development opportunities in a global organization

• A flexible approach to work

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