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Salary: USD 141,500 - 203,500 / annual
Abnormal AI is seeking an experienced Senior ServiceNow Platform Engineer to design, build, and operate enterprise-grade ServiceNow capabilities supporting critical business operations. You will own platform stability, configuration, and optimization while driving strategic initiatives in automation, Agentic AI, and knowledge management.
Key responsibilities include:
- 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
- Provide technical leadership and governance, manage the team's Agile backlog and ticket queue, write SOPs, and present platform metrics to IT management weekly
You will be a strong written and verbal communicator with excellent documentation skills, collaborative, detail-oriented, and organized. You must be able to manage multiple priorities in a fast-paced environment and remain calm under pressure while energized by complex problems.
**REQUIREMENTS:**
- 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
