Senior ServiceNow Platform Engineer

The Senior ServiceNow Platform Engineer plays a critical role in leading the strategic direction, development, and optimization of the enterprise ServiceNow platform at Fairview. This position serves as the technical expert for the platform, ensuring its scalability, security, and alignment with business needs. The Senior Engineer will manage complex projects, oversee workflow optimization, and provide mentorship to junior engineers. In collaboration with the Platform Manager, this role will also lead platform governance, partner with cross-functional teams, and drive continuous improvement initiatives to enhance system performance and user experience.

Platform Administration & Maintenance

· Serve as the technical lead for ServiceNow platform enhancements, ensuring scalability, security, and best practices.

· Lead system upgrades, patches, and configurations, ensuring compliance with enterprise IT policies.

· Proactively monitor system health and troubleshoot complex platform issues, providing root cause analysis and solutions.

· Define and enforce platform governance standards, maintaining consistency and system integrity.

Workflow & Automation Development

· Architect, design, and implement complex workflows, automation, and integrations to enhance enterprise-wide efficiency.

· Develop advanced business rules, UI policies, scripts, and custom applications to extend platform functionality.

· Oversee and guide the use of ServiceNow tools (e.g., Flow Designer, Virtual Agent) to drive automation and service efficiency.

Integration & Enterprise Collaboration

· Lead cross-functional integrations with third-party systems using REST APIs, Service Graph Connectors, and other integration tools.

· Ensure seamless data exchange and alignment between ServiceNow and enterprise IT systems

· Work closely with IT and business stakeholders to align ServiceNow capabilities with strategic goals.

Leadership & Mentorship

· Provide technical leadership to junior engineers, guiding best practices in development, architecture, and platform optimization.

· Lead knowledge-sharing initiatives and training programs for internal teams and business users.

· Act as a liaison between IT leadership and development teams, translating business needs into scalable ServiceNow solutions.

Performance Monitoring & Reporting

· Define key performance metrics and implement dashboards to monitor platform usage, compliance, and efficiency.

· Conduct platform audits and identify opportunities for continuous improvement.

Project Management & Governance

· Oversee end-to-end project execution, including planning, requirement gathering, design, testing, and deployment.

· Lead governance efforts to ensure platform alignment with ITIL and industry best practices.

· Manage vendor relationships and provide technical oversight for ServiceNow partner engagements.

Organization Expectations, as applicable:

· Demonstrates ability to provide service adjusting approaches to reflect developmental level and cultural differences of population served

o Communicates in a respective manner.

o Ensures a safe, secure environment.

· Fulfills all organizational requirements

o Completes all required learning relevant to the role

· Fosters a culture of improvement, efficiency and innovative thinking.

· Performs other duties as assigned

cy and innovative thinking.

· Performs other duties as assigned

Required Qualifications

Education

· Bachelor’s degree or combination of education and related work experience

Experience

· 5 years of hands-on experience as a ServiceNow System Administrator or in a similar role performing the duties and responsibilities identified above

· Strong analytical and problem-solving skills, with the ability to troubleshoot complex platform-related issues effectively

· Strong communication skills to interact with both technical and non-technical stakeholders

· Proven ability to design, develop, and implement complex ServiceNow workflows and integration

· Strong expertise in ServiceNow ITSM, ITOM, SPM, and scripting languages (JavaScript, Glide, REST APIs, JSON, XML)

· Experience leading platform governance, security, and compliance efforts

· Demonstrated analytical critical thinking skills for process development or problem resolution

Preferred Qualifications

Education

· Bachelor’s degree in IT, Computer Science, or a related field

Experience

· Experience in Healthcare IT environments

· Experience with Performance Analytics, Virtual Agent, or Predictive Intelligence modules

· Strong knowledge of JavaScript, HTML, CSS and ServiceNow scripting tools

· Familiarity with REST APIs, JSON and XML for system integrations

License/Certification/Registration

· ServiceNow Certified System Administrator (CSA)

· Certified Implementation Specialist (ITSM, ITOM, SPM, or other modules)

· ITIL Foundation certification or equivalent