LightFeather is seeking a Senior ServiceNow Platform Engineer with deep expertise in platform upgrades, instance diagnostics, scoped application development, and enterprise integration support. This role requires a well-rounded ServiceNow professional who can ensure the health, performance, and integrity of a large multi-instance environment while collaborating directly with customers, architects, and cross-functional teams. In this senior-level position, you will lead major upgrade cycles, troubleshoot complex platform issues, guide junior developers, and serve as a Release Manager when required. This is a Full Time, Remote Position.
Location: Remote
Job Type: Full-time
Clearance Requirement: Secret clearance required
Platform Upgrades & Environment Management
Lead end-to-end execution of ServiceNow platform upgrades and monthly patching cycles.
Manage instance cloning, including scheduling, post-clone cleanup, and remediation.
Perform rigorous governance of Skipped Records, recommending whether to return to OOTB or retain customizations.
Ensure all release activities follow internal Change Request (CR) governance, preventing unauthorized or shadow IT deployments.
Application Development & Release Engineering
Design and implement high-quality solutions using Scoped Applications, ServiceNow Studio, and established platform best practices.
Support version-controlled deployments leveraging the Application Repository, update sets, CI/CD pipelines, AES, and multi-instance release strategies (Dev → UAT → Prod).
Interpret architectural designs and fill in technical gaps through independent critical thinking.
Diagnostics, Troubleshooting & Instance Health
Conduct advanced Root Cause Analysis across performance issues, slow database queries, script failures, and systemic degradation.
Utilize ServiceNow diagnostic utilities including:
Script Debugger
Background Scripts
Log Analytics
stats.do
Transaction Logs & All Active Transactions
Node and performance analysis tools
Lead debugging of complex integrations: failed REST/SOAP calls, MID Server outages, OAuth/MFA/Mutual Auth authentication failures.
Cross-Functional Collaboration & Customer Interaction
Act as a Release Manager for assigned customers, facilitating discussions and coordinating deployments across customer teams.
Participate in troubleshooting sessions with scoped app teams and customer developers, helping steer investigation and solutioning.
Communicate blockers, risks, and needed clarifications clearly to internal leadership and customer stakeholders (non-executive).
Leadership & Soft Skills
Mentor junior developers and provide technical direction when necessary.
Offer platform improvement recommendations to architects and team leadership.
Communicate proactively, clearly, and professionally in customer-facing environments.
Platform Engineering Expertise
Upgrade Mastery: Led 2–3+ full platform upgrade cycles in enterprise environments.
Diagnostics: Mastery of ServiceNow troubleshooting tools (Script Debugger, Background Scripts, logs, analytics, monitoring).
Development: Expert-level understanding of Scoped App architecture, ServiceNow Studio, and best-practice coding.
Release Engineering: Strong experience with Application Repository, update sets, version control, and multi-instance deployments.
Integrations
Proficiency with:
IntegrationHub
REST/SOAP Web Services
MID Server installation, configuration, and operational debugging
Strong understanding of enterprise authentication methods (OAuth, Mutual Auth, certificates).
Experience Requirements
3–5+ years of ServiceNow development and platform engineering experience.
Experience working in high-governance, federal, or regulated enterprise environments.
Demonstrated ability to work across ITSM, CMDB, ITOM, and general platform functionality as a well-rounded engineer.
Required Certifications
ServiceNow Certified System Administrator (CSA)
ServiceNow Certified Application Developer (CAD)
Certified Implementation Specialist (CIS) — Discovery, ITSM, or another product line (minimum one required)
Experience interacting with government customer leads during release cycles.
Prior participation in multi-team troubleshooting across platform, scoped apps, and integrations.
Exposure to AES, automated test frameworks, or CI/CD pipeline tools.
Fully remote role.
Must be available during core hours 9AM–3PM Eastern Time.
Occasional customer-facing responsibilities as Release Manager.
At LightFeather, you're not just taking a job—you're joining a purpose-driven team that delivers innovative, mission-critical solutions to make a real difference. You'll work on diverse, meaningful projects that challenge and inspire you, alongside some of the best minds in the industry.
Top Skills
What We Do
LightFeather is a Woman Owned Small Business (WOSB) and Service Disabled Veteran Owned Small Business (SDVOSB). We are a forward leaning and edgy startup that is ready to change the world and improve the federal government, one organization at a time.
We don’t just stay on the cutting edge, we push the edge further. LightFeather was founded in 2018 to be a different type of digital services company. Our mission is to empower people to get stuff done, to continuously drive business value and make a positive impact wherever we go. We are not afraid to disrupt and innovate to get stuff done with a focus on delivering business value continuously. We iterate and continuously improve processes, methodologies and products. Our software design and development is innovative from the start. Building sleek visualizations, we focus on delivering efficiencies and automated solutions to help our customers see their business processes in a totally new light. We transform business processes by infusing modern technologies and methodologies.
