Senior ServiceNow Platform Engineer

📋 Job Overview

We are seeking an experienced Senior ServiceNow Platform Engineer to design, build, and operate enterprise-grade ServiceNow capabilities that support critical business operations. You will own platform stability, configuration, and optimization while driving strategic initiatives in automation, Agentic AI, and knowledge management.

🏢 About Abnormal

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.

🎯 The Role

You will provide technical leadership and governance, manage the team's Agile backlog and ticket queue, write SOPs, and present platform metrics to IT management weekly.

✅ Key Responsibilities

• 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, and configuration reviews.
• Own the team's ticket queue against SLAs and manage the 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.

📌 Required Qualifications

• 5+ years of strong communication and collaboration, translating complex ServiceNow concepts (Flow Designer, IntegrationHub, Agentic AI) into clear guidance for technical and business audiences.
• 5+ years of technical leadership and governance, including mentoring, design and code reviews, and enforcing standards and SOPs.
• 5+ years of strong prioritization skills, including 3-5 years managing an Agile backlog and a ticket queue against SLAs.
• 7+ years of 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, with the 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, including prompt engineering and 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.

⭐ Desirable Experience

• Experience as a ServiceNow platform owner, lead engineer, or architect, including roadmap planning and 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 and compliance.

🎁 Benefits

Actual compensation will be determined based on several non-discriminatory factors including skills, experience, qualifications, and geographic location. In addition to base salary, this role may be eligible for bonus or incentive compensation, equity, and a comprehensive benefits package.

🛂 Visa & Eligibility

Abnormal AI is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.