Senior ServiceNow Platform Engineer
Abnormal Security · Remote - USA
About this role
## About the Role We’re seeking an experienced **Senior ServiceNow Platform Engineer** to design, build, and operate enterprise-grade ServiceNow capabilities that support critical business operations. You’ll own platform stability, configuration, and optimization while driving strategic initiatives in **automation, Agentic AI, and knowledge management**. You’ll also provide technical leadership and governance, manage the team’s **Agile backlog and ticket queue**, write **SOPs**, and present **platform metrics** to IT management weekly. ## What You Will Do - 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/configuration reviews** - Own the team’s **ticket queue against SLAs** and manage **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 ## Who You Are - 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 ## Must Haves - **5+ years** communication/collaboration; translating complex ServiceNow concepts (Flow Designer, IntegrationHub, Agentic AI) for technical and business audiences - **5+ years** technical leadership and governance (mentoring, design/code reviews, enforcing standards and SOPs) - **5+ years** prioritization skills, including **3–5 years** managing an Agile backlog and ticket queue against SLAs - **7+ years** 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; 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 (prompt engineering + 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 ## Nice to Have - Experience as a ServiceNow platform owner/lead engineer/architect (roadmap planning, technical debt management) - ServiceNow certifications (CSA, CAD); advanced certifications preferred - Familiarity with broader agentic AI and LLM tooling and governed enterprise use of AI assistants - Advanced Atlassian administration and knowledge of enterprise security/compliance ## Compensation (Base Salary Range) **$141,500 — $203,500 USD** ## About AI in the Process Abnormal AI uses AI-assisted tools to help the recruiting team prepare for inte
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