Garnet River is currently seeking a
ServiceNow Principal Platform Engineer to support a large-scale transportation organization with complex enterprise systems and mission-critical infrastructure.
The organization relies on extensive financial, business, transportation, automation, power, and physical security systems. Its centralized technology department provides a broad range of Information Technology (IT) and Operational Technology (OT) services across multiple business units and operating divisions. These systems support essential operations 24 hours a day, 7 days a week, 365 days a year.
The Product Development group consists of collaborative, cross-functional teams responsible for managing enterprise applications throughout their lifecycle, from initial strategy and development through implementation, maintenance, and ongoing support.
These teams use modern development practices, innovative technologies, and established security standards to develop and maintain secure, reliable, and scalable applications that support critical business functions and transportation operations.
Position Summary The Principal Platform Engineer plays a key role in maintaining stability, scalability, security, and ongoing improvement of enterprise service-management platforms.
As the organization expands its use of digital workflows, automation, and enterprise technology solutions, this position will provide dedicated technical expertise to enhance platform capabilities, improve operational efficiency, and reduce reliance on external managed service providers.
This is a senior-level technical leadership position responsible for overseeing complex enterprise platforms throughout the software development lifecycle. The Principal Platform Engineer will collaborate with internal technology teams and business stakeholders to support platform implementations, troubleshoot complex technical challenges, and identify opportunities for system enhancements.
The successful candidate will serve as the technical owner of assigned enterprise platforms, with responsibility for platform architecture, configuration, performance optimization, system integrations, and long-term platform strategy.
The role requires a strong combination of hands-on technical expertise, strategic thinking, problem-solving, and collaboration to ensure enterprise platforms remain secure, reliable, and aligned with evolving business needs.
Critical Skills: - Proven experience as an enterprise ServiceNow platform architect with a focus on CMDB and CSDM
- Deep expertise in ServiceNow architecture, data model, table structure, ACL model, and platform internals.
- Ability to design scalable, enterprise-grade solutions across multiple application suites
- Strong experience using JavaScript
- Custom application development experience using App Engine Studio and classic Studio.
- Familiarity with ATF design scripting
Responsibilities- Serves as a technical resource for multiple components of the enterprise platforms to help identify the best technical solutions.
- Troubleshoot platform problems within assigned areas, providing fault isolation and resolution that may be complicated by technology interdependencies.
- Design scalable, maintainable, and secure solutions across multiple platform modules (e.g., ITSM, ITOM, HRSD, SecOps, GRC, CSM).
- Evaluates and implements new platform capabilities, plugins, and integrations to support evolving business needs.
- Defines and enforces platform governance, including data model design, naming conventions, and development standards
- Owns and governs the lifecycle of mission-critical software products and services. Aligns project execution with strategic business goals, ensuring enterprise architecture compliance and effective application of change, release, risk, and quality management practices.
- Establishes and optimizes robust support processes, leveraging advanced tools to analyze and resolve complex technical issues, monitor system health, and produce actionable operational insights. Ensuring systems remain resilient, performant, and maintainable.
- Reviews and approves platform enhancements for appropriate use of technology, ensuring the efficient use of resources and smooth transition into production.
- Oversee the development and execution of comprehensive test plans, ensuring test coverage aligns with business risk and regulatory requirements.
- Review solutions produced by lower-level Developers and Platform Engineers (Levels 1 - 5) and validate adherence to strategy and architecture standards.
- Guide development teams on implementation best practices and ensure adherence to architectural standards.
- Oversee integrations with third-party systems using Integration Hub, REST/SOAP APIs, and other tools.
- Lead platform upgrades, new module rollouts, and performance optimization efforts.
- Create and maintain architecture diagrams, technical documentation, and solution blueprints.
- Participate in governance reviews and provide technical sign-off on major platform changes.
- Stay current with platform releases and recommend adoption of new features and capabilities.
- Leads efforts to maintain accurate system documentation and configuration records. Conducts audits to ensure compliance with established software configuration management and governance standards.
- Directs software quality assurance and risk management initiatives. Conducts in-depth safety assessments, identifies software-related risks, and drives implementation of preventive and corrective actions.
- Serves as a technical thought leader and mentor within the engineering organization. Stays at the forefront of emerging software trends and technologies and cultivates a culture of continuous innovation and technical excellence.
- Champions adoption of modern engineering methodologies, frameworks, and tools across teams and projects.
- Maintains Application to Server Mappings by creating the necessary governance, processes, and driving data requirements across all service owners.
- Collaborates with business stakeholders to define and collect necessary Configuration Item (CI) attributes and relationship information.
- Leads the technical security of the platform, monitoring and managing the configuration items, managing access controls/operating systems/ databases (CMDB), configuring MID servers, and taking proactive measures against potential cyber threats. Enforces defined security protocols, manages access controls, ensures compliance with security standards, and assists in the handling of security incidents.
- Manages the operational relationships with technology suppliers to ensure potential disputes or conflicts are raised and resolved.
- Contributes technical elements of RFPs/RFIs and supports contract terms and SLA negotiations. Manages suppliers to meet key performance indicators.
- Travel may be required to other client locations or other external sites.
- May need to work outside of normal work hours supporting 24/7 operations (i.e., evenings and weekends).
- Performs other duties and tasks as assigned.
- Observing the work performed by the contractor.
- Reviewing invoices and approving them if the work meets contractual standards.
- Addressing performance issues with the contractor when possible.
- Escalating issues to other parties as needed.
- Regular and reliable attendance is expected and required.
Required Qualifications- Education: Bachelor's degree and a minimum of 10 years of relevant experience. An equivalent combination of education and experience may be considered in lieu of a degree.
- Certification(s): Requires at least 2 certifications in the current platform/domain/technical skill. Possible certifications could be, but are not limited to:
| Relevant Certifications |
| Implementation Specialist Certifications (ITSM, CSM, HRSD, ITOM, SAM, HAM, Performance Analytics, Risk and Compliance) | Certified System Administrator (CSA) |
| Certified Application Developer (CAD) | Certified Master Architect (CMA) |
| Certified Technical Architect (CTA) | Certified Application Specialist (CAS |
| Certified Implementation Specialist Data Foundations (CMDB and CSDM) (CIS-DF (CMDB and CSDM) | |
| |
Technical Skills- Proven experience as an enterprise platform architect with a focus on CMDB and CSDM.
- Deep understanding of ITIL, configuration management, and enterprise architecture principles.
- Hands-on experience with ServiceNow Discovery, Service Mapping, and Integration Hub / Event Management.
- Strong hands-on experience with core enterprise platform capabilities, including ITSM, ITOM, CMDB, CSM, HRSD, Enterprise Architecture, SecOps, GRC, and SPM.
- REST/SOAP APIs, MID Server configuration, Integration Hub spokes.
- Experience integrating with tools like Azure, AWS, Jira, SCCM, Dynatrace, and Splunk.
- Experience developing platform logic and automation using scripting languages (e.g., JavaScript, Glide API), server side and client side APIs, reusable code modules, business rules, UI logic, and configuration policies
- Flow Designer, Workflow Editor, and Integration Hub.
- Experience designing and building custom applications using enterprise development frameworks, platform tooling, and configuration environments
- Strong knowledge of CI class modeling, relationship mapping, and data normalization.
- Familiarity with ATF (Automated Test Framework), Update Sets, and Source Control Integration.
- Experience with DevOps pipelines and Agile methodologies.
- Role-based access control (RBAC), ACLs, and data security best practices.
- Platform performance tuning and governance frameworks.
- Knowledge of ITIL v4, Agile/Scrum, and enterprise architecture frameworks (TOGAF, Zachman).
- Experience with Performance Analytics, Virtual Agent, and Predictive Intelligence is a plus.
- Ability to translate business requirements into technical solutions.
- Excellent communication, documentation, and stakeholder management skills.
Behavioral Skills- Advanced active listening, attention to detail, customer service, prioritization, and problem-solving skills.
- Expert in working independently and strategically.
- Advanced expertise in identifying and analyzing risks and developing effective mitigation strategies.
- Expert technical knowledge and diverse skill set to understand various technologies, systems, and potential risks.
- Advanced critical thinking, problem-solving, and decision-making skills.
- Expert in interpersonal, verbal, and written communication skills, with the ability to effectively collaborate with both technical and non-technical peers.
- Expert in managing multiple projects simultaneously and prioritizing tasks based on urgency and impact.
- Extensive hands-on experience with related tools.
- Expert experience working under pressure and meeting deadlines individually and collaboratively. Think logically, assesses problems, and is results oriented.
- Expert in identifying complex business and technology risks and associated vulnerabilities.
- Expert in communicating effectively, both orally and in writing, to interact with team members, customers, management, and support personnel (technical and non-technical).
- Expert in establishing and maintaining effective working relationships with employees at all levels within the organization, and with both internal and external customers.
Competencies| Core Competency | Proficiency Level | Competency Definition | |
| Communicates Effectively | Expert | Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences | |
| Tech Savvy | Expert | Anticipating and adopting innovations in business-building digital
and technology applications | |
| Technical Skills | Expert | Specialized knowledge and expertise on tools, programs, domains, platforms, and products used for specific tasks | |
| Values Diversity | Expert | Recognizing the value that different perspectives and cultures bring to an organization | |
| Customer Focus | Advanced | Building strong customer relationships and delivering customer-centric solutions | |
| Cultivates Innovation | Advanced | Creating new and better ways for the organization to be successful | |
| JOB TITLE: | Principal Platform Engineer |
| SALARY RANGE: | $156,476 - $184,692 |
| DEPT/DIV: | Information Technology |
| SUPERVISOR: | Senior Director, Platform Technology |
| LOCATION: | NY, NY 10001 |
| HOURS OF WORK: | 9:00 am - 5:30 pm (7.5 hours/day) or as required |
| | | | |
Work Arrangement: This position requires employees to work onsite five days per week for the first 30 days of employment. After 30 days, employees may apply for a hybrid schedule allowing up to two remote workdays per week, subject to management approval. Hybrid work is not guaranteed. Garnet River is a full-service information technology company that customizes solutions for its clients. We solve challenges through staff augmentation, project-based teams, and technical solutions. Our staffing division works as a recruiting arm for technical companies in the region and across the country. Clients turn to us to help them find talent.
Garnet River LLC is an Equal Employment opportunity/Affirmative Action (EEO/AA) employer. Minorities/Female/Disabled/Veteran (M/F/D/V)