高级ServiceNow平台工程师
Senior ServiceNow Platform Engineer
职位描述
我们正在寻找一位经验丰富的高级ServiceNow平台工程师，负责设计、构建和运营支持关键业务操作的企业级ServiceNow功能。您将负责平台的稳定性、配置和优化，并推动自动化、代理AI和知识管理方面的战略计划。
您将提供技术领导力和治理，管理团队的敏捷待办事项和工单队列，编写标准操作流程（SOP），并每周向IT管理层汇报平台指标。
您需要具备以下特质
- 具备良好的书面和口头沟通能力，擅长文档编写。
- 乐于协作，注重细节，有条理。
- 能在快节奏环境中处理多项优先任务。
- 在压力下保持冷静，善于解决复杂问题。
您将负责以下工作
- 配置、维护和支持ServiceNow平台，包括流程、自动化和集成。
- 解决复杂的平台问题，支持重大发布、高影响事件和全平台变更。
- 设计和增强自动化和代理AI功能，减少人工操作并实现自助服务。
- 创建和维护知识文章和SOP，记录治理、标准和最佳实践。
- 执行常规审计、维护以及访问、安全和配置审查。
- 按照SLA负责团队的工单队列，管理敏捷待办事项和冲刺优先级。
- 每周向IT管理层汇报关键平台指标。
- 与IT和SaaS领域的管理员、开发人员和利益相关者合作，支持流程和长期平台策略。
必备条件
- 5年以上出色的沟通与协作经验，能够将复杂的ServiceNow概念（如Flow Designer、IntegrationHub、Agentic AI）转化为对技术和业务受众清晰的指导。
- 5年以上技术领导力和治理经验，包括指导他人、设计和代码审查，以及执行标准和SOP。
- 5年以上优秀的优先级管理能力，包括3-5年管理敏捷待办事项和按SLA处理工单队列的经验。
- 7年以上高级ServiceNow开发经验：Flow Designer、IntegrationHub、REST/SOAP、Scripted REST APIs、OAuth、服务目录、Virtual Agent、知识管理、作用域应用和Glide脚本。
- 7年以上解决复杂问题和根本原因分析经验，能够向IT管理层汇报平台指标。
- 1年以上使用ServiceNow Agentic Workflow和AI Agents的经验。
- 1年以上
查看英文原文
About the Role
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.
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.
Who you are
- Strong written and verbal communicator with excellent documentation skills.
- Collaborative, detail-oriented, and organized.
- Able to manage multiple priorities in a fast-paced environment.
- Calm under pressure and energized by complex problems.
What you will do
- 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.
Must Haves
- 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.
Nice to Have
- 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.
We look forward to your application and the possibility of you joining our dynamic Abnormal team!
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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.
Base salary range:
$141,500—$203,500 USD
A note on AI in our process:
Abnormal AI uses AI-assisted tools to help our recruiting team prepare for candidate interviews. These tools analyze resume content and role requirements to suggest interview questions and areas for the interviewer to explore.They do not make hiring decisions or screen candidates automatically. Every decision about a candidacy is made by a person. Further, if your application is successful and Abnormal AI makes a conditional offer of employment, we will carry out pre-employment checks which must be successfully completed to progress to a final offer. All processes and pre-employment checks are in line with prevailing legislation and Abnormal AI's policies relevant to our security and privacy standards.
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. For our EEO policy statement please click here. If you would like more information on your EEO rights under the law, please click here.