Global IT Platform Engineer Senior Manager
The Boston Consulting Group
Overview
In this role you will serve as the Technical Owner for the Enterprise Services squad on the ServiceNow platform, with emphasis on Customer Service Management (CSM) and scoped apps. You will translate business needs into robust, scalable solutions, ensuring technical quality, performance, and alignment with enterprise architecture. The role combines hands-on development, architecture governance, and mentoring to raise the squad's technical bar in a fast-paced Agile environment. You’ll shape solutions that enable global, business-critical outcomes, while keeping the platform extensible and well-governed.
Responsibilities- Own the technical narrative for squad products, articulating designs, decisions, risks, and trade-offs to senior stakeholders
- Design and deliver robust, scalable, and secure ServiceNow solutions aligned with governance and enterprise architecture
- Produce high-quality results with minimal supervision and drive platform capability improvements
- Create clear design and technical documentation to support maintainable implementations
- Communicate effectively with technical and non-technical stakeholders, including demos and data analysis
- Troubleshoot complex issues with root-cause analysis and sustainable fixes
- Coach and develop other engineers through code reviews, design discussions, and pairing
- Operate autonomously while collaborating across squads, chapters, and architecture roles in an Agile setting
- 8+ years of experience developing and maintaining ServiceNow solutions in complex, enterprise environments
- Senior technical reference for a product or squad, owning end-to-end design decisions
- Strong hands-on experience with ServiceNow CSM
- Experience designing and delivering scoped applications including boundaries and lifecycle management through source control
- Experience in solution performance, integrations, and product reliability (upgrades/maintenance a plus)
- Proficiency in JavaScript and ServiceNow development (server/client scripting, security, performance, debugging)
- Experience building ServiceNow integrations using REST, GraphQL, IntegrationHub, and third-party apps
- Experience mentoring engineers and setting engineering standards
- ServiceNow certifications are highly preferred (e.g., CSA, CAD, CSM, CTA)
- Clear technical communication with varied stakeholders
- Mentoring and coaching
- Proactive problem solving and risk management
- ServiceNow CSM
- Flow Designer
- IntegrationHub
Reference: WJ-747_30219442