Principal Engineer - ServiceNow

Role Summary

The Principal Engineer for ServiceNow is a senior technical leader responsible for designing, developing, and implementing scalable and efficient ServiceNow solutions to support key enterprise workflows. This role will manage IT Service Management (ITSM) and Integrated Risk Management (IRM) solutions to optimize IT operations, improve risk and compliance processes, and advance automation and AI across the organization. The role partners with business, Data Technology and Engineering stakeholders to ensure the platform meets strategic needs and enables digital transformation through automation, integration, AI, and optimization.

Responsibilities

• Understand business partners‚Äô needs and vision, and deliver ServiceNow solutions to support and enable their goals and objectives
• Provide guidance on ServiceNow capabilities and limitations, especially for the ITSM and IRM modules
• Lead discussions on business requirements and user stories, perform gap analyses, recommend solution designs, and configure ITSM and IRM Suite of solutions
• Lead architecture, solution design, and development to ensure scalable implementations
• Lead code reviews and ensure adherence to security and performance standards to ensure reliability and scalability of solutions
• Collaborate with integration teams to develop and maintain APIs and data exchange between ServiceNow and other enterprise systems
• Collaborate with testing and validation teams to ensure solutions are meeting business needs and technology standards
• Advise business partners on all key technical decisions during project delivery
• Ensure collaboration and hand-off to the support team post-delivery while remaining a subject matter expert and escalation point
• Collaborate with on- and off-shore managed services teams on projects, enhancements, and maintenance activities
• Work with Internal Controls, audit support teams, Quality and Testing, and Validation teams as needed to meet regulatory/validation and change management requirements
• Act as a liaison between Testing/Validation and Quality, maintaining related documentation and traceability
• Stay up-to-date on ITSM & IRM releases and provide guidance on leveraging AI as a differentiator

Qualifications

• Configure, customize, and enhance ServiceNow ITSM modules (Incident, Problem, Change, Request) and IRM modules (Policy & Compliance, Risk, CAM, Audit)
• Working knowledge of custom applications, workflows, and UI pages using ServiceNow Studio, Flow Designer, and scripting
• Experience with Web Services integrations (REST, JSON, SOAP)
• Strong understanding of nowAssist and implementation experience
• Strong understanding of ITIL processes and risk/compliance frameworks (NIST, SOX)
• Functional knowledge of Project Management, Agile, and SDLC Methodologies
• Strong communication, interpersonal, and collaborative skills
• Analytical and problem-solving abilities
• Familiarity with GxP and SDLC Validation process
• Knowledge or experience in the pharmaceutical industry in a validated environment

Education

• Bachelor‚Äôs degree in a relevant field
• ServiceNow Certified Implementation Specialist for ITSM and/or IRM
• Typically requires 6 years of experience or the equivalent combination of education and experience