ServiceNow Platform Lead

Job Purpose

Serve as LP’s hands-on technical lead and steward for the ServiceNow platform. The Platform Lead performs advanced administration, configuration, development, testing, troubleshooting, and support while providing day-to-day technical leadership and coordinating platform delivery activities. The role applies approved technical standards, supports upgrades and releases, maintains documentation, assists with vendor-delivered work, and escalates major architecture, strategy, security, governance, and platform-direction decisions to the Platform Owner or Platform Architect. This is an individual-contributor role and does not have formal people-management, platform-strategy, or architecture authority.

In this position you will have the opportunity to:

• Business enablement, service experience, catalog, reporting, and adoption: Configures and supports workflows, intake, automation, approvals, catalog items, Employee Center content, reports, dashboards, and related business requirements.
• Strategic Portfolio Management (SPM) leadership: Guides stakeholders in effectively using SPM across demand, portfolio, project/work, and resource and capacity management while maximizing standard platform capabilities and minimizing unnecessary customization.
• Solution design and technical debt: Supports solution design, identifies technical risks and dependencies, and recommends corrective actions for unsupported configurations, duplication, recurring issues, and technical debt.
• Documentation, standards, training, and reusable practices: Maintains platform documentation and reinforces established development, configuration, testing, deployment, documentation, and support standards.
• Technical leadership and vendor coordination: Provides day-to-day technical direction and quality oversight for vendor work, including testing, documentation, defects, remediation, deployment readiness, support, and knowledge transfer.
• Technical guidance: Provides technical direction, work review, knowledge sharing, and coaching to administrators, developers, contractors, and business partners.
• Platform operations, support, and reliability: Monitors and supports platform reliability and supportability, coordinates technical operations and escalated issue resolution, and recommends preventive improvements.
• Access, security, privacy, and controls: Performs advanced administration and applies approved access, security, privacy, credential, and control practices, escalating exceptions and major decisions when required.
• Workflow, automation, and application engineering: Configures and develops workflows, forms, tables, scripts, automation, and basic-to-moderate applications using reusable, maintainable, configuration-first practices.
• Testing, deployment, upgrades, environments, and continuity: Technically leads readiness for patches, upgrades, testing, deployments, remediation, environment movement, and platform stabilization.
• Integrations, MID Server, data, and CMDB/CSDM: Supports integrations, MID Servers, authentication, jobs, imports, data dependencies, CMDB/CSDM, and recurring technical issues within the implemented platform scope.

What do I need to be successful?

• 3–6 years of meaningful ServiceNow experience and 5–8 years of related platform or technology experience, or equivalent demonstrated capability.
• ServiceNow SPM experience: Demonstrated experience administering, supporting, optimizing, or advising on SPM across demand, prioritization, portfolio planning, project/work management, and resource and capacity planning.
• Demonstrated capabilities: Evidence of technical leadership and platform stewardship, problem solving, customer orientation, requirements clarification, solution delivery, documentation, quality discipline, risk identification, vendor coordination, continuous improvement, collaboration, communication, accountability, and balancing immediate delivery with platform reliability and maintainability.
• Technical background: Demonstrated independent experience with ServiceNow administration, configuration, testing, troubleshooting, upgrades, releases, workflows, catalog configuration, vendor coordination, and basic-to-moderate development.

Education

• Bachelor’s Degree in Arts/Sciences (BA/BS) or equivalent education and relevant experience
• ServiceNow Certified System Administrator is required or expected
• Certified Application Developer and a relevant Certified Implementation Specialist credential, particularly ITSM or another LP implemented capability, preferred

Work Environment

• This position will work at home and in our Nashville office on a hybrid schedule
• Must live within a reasonable distance to Nashville or willing to relocate to the greater Nashville area