ServiceNow Platform Engineering

As a Senior Software Engineer- ServiceNow Platform Engineering with Convera, The individual is responsible for designing, enhancing, and governing the enterprise-wide ServiceNow platform including CMDB, ITSM, Software Asset Management (SAM), IntegrationHub, and emerging AI capabilities (Now Assist, NASK). 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.

Software Asset Management (SAM)

• Govern and optimize SAM Pro for entitlement management, license compliance, optimization, reclamation, and cost transparency.
• Ensure integration of SAM with procurement, contract management, finance, and configuration management practices.
• 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)

• Enable Now Assist for incident summarization, resolution note generation, duplicate detection, knowledge creation, and chat workflows.
• 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 IntegrationHub, 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.

Required Qualifications

• 3+ years hands-on experience administering or architecting within the ServiceNow platform.
• Deep knowledge of CMDB, ITSM, and at least one of: SAM Pro, ITOM, HRSD.
• Experience with IntegrationHub, 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.
• ITIL Foundations required; CIS (CMDB / Discovery / SAM / ITSM) preferred.

Preferred

• Experience implementing AI/Now Assist, NASK, Predictive Intelligence, or similar automation/LLM workflows.
• Experience in regulated industries (finance, healthcare, government) with audit and compliance practices.

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

There are plenty of amazing opportunities at Convera for talented, creative problem solvers who never settle for good enough and are looking to transform Business to Business payments. Apply now if you’re ready to unleash your potential.

#LI-KP1