Lead ServiceNow Engineer

Role Summary

We are seeking a Staff Engineer to oversee the design, implementation, and management of our Atlassian Jira and ServiceNow (SNOW) platforms, with a strong focus on system integration and CMDB governance. This role will be pivotal in building seamless workflows across technology and operations teams, improving service management, change control, and cross-platform automation.

Key Responsibilities

• Serve as the technical owner for Atlassian Jira, Jira Service Management, and ServiceNow platforms.
• Design and implement roadmap for robust integrations between SNOW, Jira, and CMDB using APIs, webhooks, and integration tools (e.g., Mulesoft, Workato, native).
• Ensure data consistency and integrity across platforms-especially for incidents, changes, and asset inventory (CMDB).
• Partner with teams across Engineering, IT Ops, Compliance, and Enterprise Systems to build and optimize workflows.
• Define best practices for workflow automation, issue templates, permissions, escalation paths, and custom fields in Jira and SNOW.
• Lead platform upgrades, configuration audits, patching, and performance tuning.
• Manage vendor relationships for tool licensing, support escalations, and roadmap alignment.
• Maintain platform security, audit trails, and user access controls in coordination with InfoSec.

Qualifications

• 10+ years of experience in enterprise systems engineering, with hands-on ownership of Jira and ServiceNow platforms.
• Proven experience designing integrations between Jira-SNOW and SNOW-CMDB.
• Strong understanding of ITIL, service management, incident/change/problem workflows.
• Deep technical skills with scripting (JavaScript, PowerShell), REST APIs, and integration platforms.
• Experience working with Agile/DevOps teams and enterprise tooling ecosystems.
• Knowledge of configuration management, asset discovery, and infrastructure mapping is a plus.
• Strong communication and stakeholder engagement skills.

Good to Have

• Experience with CMDB data modeling and lifecycle management.
• Atlassian or ServiceNow certifications (ACP, CSA, CIS, etc.).
• Exposure to environments like AWS, Azure, or GCP with infrastructure integration to CMDB.

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