Principal ServiceNow Engineer (CAD, CSA)

Be the one building AI-powered experiences where they matter most. At Halcyon Labs , we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Staff ServiceNow Engineer is a highly senior technical leadership role responsible for shaping, governing, and delivering complex ServiceNow solutions across the enterprise. The Staff ServiceNow Engineer operates at the intersection of architecture, engineering excellence, and delivery execution, serving as a hands-on technical authority and escalation point for the most complex platform challenges. This role partners closely with ServiceNow Architects, Engineering Managers, and business stakeholders to ensure the platform is scalable, secure, performant, and aligned with long-term strategic objectives. Key Responsibilities Lead the technical design and implementation of complex ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, ITAM, CSM, CMDB, Workflow/Flow Designer). Act as the highest-level engineering authority for ServiceNow implementations, providing guidance on complex technical decisions, trade-offs, and risks. Partner with ServiceNow Architects to translate architectural standards and reference designs into executable engineering solutions. Own and enforce engineering standards, coding guidelines, integration patterns, and automation best practices across teams. Design and oversee complex integrations using Integration Hub, REST APIs, web services, event-driven patterns, and enterprise integration tools. Review and approve technical designs, user stories, and implementation approaches for high-impact initiatives. Drive performance, scalability, and reliability improvements through advanced engineering techniques and platform optimization. Provide hands-on support for critical incidents, escalations, and complex troubleshooting scenarios. Mentor Senior Engineers and Engineers, raising the overall technical maturity of the ServiceNow delivery organization. Contribute to and continuously improve SDLC, CI/CD, testing, and release processes for ServiceNow. Collaborate with security, infrastructure, and compliance teams to ensure solutions meet enterprise security and regulatory requirements. Communicate complex technical topics clearly to both technical and non-technical stakeholders. Fluent English is mandatory, as the role requires daily collaboration with global teams and senior stakeholders. Minimum Requirements 7+ years of hands-on experience with the ServiceNow platform, including deep technical implementation across multiple modules. Expert-level understanding of ServiceNow architecture, data model, CMDB, security (ACLs), integrations, and performance considerations. Proven experience leading the technical delivery of large, complex, and multi-stream ServiceNow initiatives. Strong experience designing and implementing advanced integrations using REST APIs, Integration Hub, and enterprise integration patterns. Deep understanding of ITIL processes and how they are implemented and optimized within ServiceNow. Strong experience with SDLC and DevOps practices for ServiceNow, including source control, automated testing, and CI/CD pipelines. Exceptional problem-solving and analytical skills, with the ability to navigate ambiguity and complex technical environments. Desired Certifications: ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) Integration Hub Implementation Specialist ITSM/ITOM//CSM Implementation Specialist ITIL v3 or ITIL 4 Foundation certification. Preferred Qualifications Experience operating in large-scale, global, or enterprise ServiceNow environments. Experience supporting or governing multiple ServiceNow delivery teams. Exposure to advanced automation, observability, or AIOps use cases integrated with ServiceNow. Experience working in Agile delivery environments at scale. Working at Halcyon Labs AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year. A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work. Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support. Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families. Recognized globally – Halcyon Labs is Great Place to Work® ce