We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.
How we LEAD:
The Senior Engineer, ServiceNow Custom App Lead is accountable for stakeholder engagement and outcomes for ServiceNow custom workflows and applications (including HRSD and other business workflows built on the platform).
This role owns the domain backlog and KPIs, defines end-to-end journeys and approval models, and ensures solutions are designed for supportability, compliance, and upgrade safety.
Working as part of a globally distributed ServiceNow team, the role partners closely with platform leadership and delivery resources to drive predictable delivery, adoption, and continuous improvement across multiple time zones.
How you'll CREATE:
Own stakeholder relationships and outcomes, backlog, and KPIs for HRSD and ServiceNow custom applications/workflows
Define end-to-end journeys, approvals, fulfilment steps, and reporting requirements for each service
Drive intake, prioritization, and delivery readiness (stories, acceptance criteria, UAT coordination, sign-off)
Partner with Platform team to ensure designs follow standards, are secure, and are upgrade-safe and supportable
Drive adoption and change enablement (communications, training needs, and post-release continuous improvement)
Collaborate effectively with a global ServiceNow team across time zones; align delivery with release cadence and handoffs
Bring your VIBE:
Strong stakeholder management; able to translate business needs into clear services and measurable outcomes
Service design capability: map journeys, approval models, exceptions, and operational support requirements
Strong understanding of ServiceNow configuration and design patterns; preference for configuration over customization
Ability to manage intake/prioritization and drive UAT/sign-off to achieve predictable delivery
Ability to operate effectively in a global, multi-timezone team with structured coordination and handoffs
5+ years of experience delivering business workflows on enterprise platforms or service management environments
3+ years of hands-on experience delivering ServiceNow capabilities (workflows, catalog/approvals, reporting; HRSD preferred)
Experience owning backlog, KPIs, and stakeholder outcomes for a domain or product area
Experience defining requirements, acceptance criteria, and leading UAT coordination and business sign-off
Experience partnering with platform teams to ensure secure, supportable, and upgrade-safe solutions
Experience working with globally distributed teams across multiple time zones
Perks Playlist:
Join an entrepreneurial, global organization where authenticity, boldness, creativity, connection, drive, and insight aren’t just values—they’re how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):
Comprehensive medical, dental, and vision coverage
Including 100% coverage for out-patient in-network mental health services
Fertility coverage for eligible medical plan participants
Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
Student Loan Repayment Assistance and Tuition Reimbursement
401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution
A variety of ways to prioritize much-needed time away from work including:
Flexible Paid Time Off (PTO) for exempt employees
3-weeks PTO for non-exempt employees
2-weeks paid Winter Break
10 Company Holidays (including Juneteenth and Wellbeing Day)
Summer Fridays (between Memorial Day and Labor Day)
Generous paid parental leave for every type of parent
Check out our full overview of benefits on the Perks Playlist page of the career site.
Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.
Universal Music Group is an Equal Opportunity Employer
We are an E-Verify employer in Alabama, Arizona, Georgia, Mississippi, North Carolina, South Carolina, Tennessee, and Utah.
Please note, UMG is not enrolled in E-Verify in California and New York, and cannot support employment of candidates whose employer must enroll in E-Verify, for example candidates on STEM-OPT.
For more information, please click on the following links.
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish
Job Category:Technology
Skills Required
- 5+ years delivering business workflows on enterprise platforms or service management environments
- 3+ years hands-on ServiceNow experience (workflows, catalog/approvals, reporting; HRSD preferred)
- Strong stakeholder management; translate business needs into clear services and measurable outcomes
- Service design capability: map journeys, approval models, exceptions, and operational support requirements
- Strong understanding of ServiceNow configuration and design patterns; preference for configuration over customization
- Ability to manage intake/prioritization and drive UAT/sign-off to achieve predictable delivery
- Experience owning backlog, KPIs, and stakeholder outcomes for a domain or product area
- Experience defining requirements, acceptance criteria, and leading UAT coordination and business sign-off
- Experience partnering with platform teams to ensure secure, supportable, and upgrade-safe solutions
- Experience working with globally distributed teams across multiple time zones
What We Do
Universal Music Group (UMG) is the world leader in music-based entertainment, with a broad array of businesses engaged in recorded music, music publishing, merchandising and audiovisual content in more than 60 countries. Featuring the most comprehensive catalog of recordings and songs across every musical genre, UMG identifies and develops artists and produces and distributes the most critically acclaimed and commercially successful music in the world. Committed to artistry, innovation and entrepreneurship, UMG fosters the development of services, platforms and business models in order to broaden artistic and commercial opportunities for our artists and create new experiences for fans. Universal Music Group's labels include A&M Records, Astralwerks, Blue Note Records, Capitol Christian Music Group, Capitol Records, Capitol Records Nashville, Caroline, Decca, Def Jam Recordings, Deutsche Grammophon, Disa, Emarcy, EMI Records Nashville, Fonovisa, Geffen Records, Harvest, Interscope Records, Island Records, Machete Music, MCA Nashville, Mercury Nashville, Mercury Records, Motown Records, Polydor Records, Republic Records, Universal Music Latino, Verve Label Group, Virgin Records, Virgin EMI Records, as well as a multitude of record labels owned or distributed by its record company subsidiaries around the world. UMG's catalog is marketed through two distinct divisions, Universal Music Enterprises (in the U.S.) and Universal Strategic Marketing (outside the U.S.). UMG also includes Universal Music Publishing Group, one of the industry's premier music publishing operations worldwide and Bravado, the leading provider of consumer, lifestyle and branding services to recording artists and entertainment brands around the world. Universal Music Group is a Vivendi company.
Why Work With Us
UMG's IT department delivers technology solutions and services that unlock business value and facilitate growth through strategic investment and operational efficiency. Our team is collaborative, dedicated and passionate about the work we do. Here you can work in a dynamic and flexible environment with evolving opportunities to grow!
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