Lead ServiceNow Engineer and Architect

COMPANY OVERVIEW

KKR is a leading global investment firm that offers alternative asset management as well as capital markets and insurance solutions. KKR aims to generate attractive investment returns by following a patient and disciplined investment approach, employing world-class people, and supporting growth in its portfolio companies and communities. KKR sponsors investment funds that invest in private equity, credit and real assets and has strategic partners that manage hedge funds. KKR’s insurance subsidiaries offer retirement, life and reinsurance products under the management of Global Atlantic Financial Group. References to KKR’s investments may include the activities of its sponsored funds and insurance subsidiaries.

ROLE SUMMARY

We are seeking a Staff Engineer to oversee the design, implementation, and management of our Atlassian Jira and ServiceNow (SNOW) platforms, with a strong focus on system integration and CMDB governance. This role will be pivotal in building seamless workflows across technology and operations teams, improving service management, change control, and cross-platform automation.

KEY RESPONSIBILITIES

• Serve as the technical owner for Atlassian Jira, Jira Service Management, and ServiceNow platforms.
• Design and implement roadmap for robust integrations between SNOW, Jira, and CMDB using APIs, webhooks, and integration tools (e.g., Mulesoft, Workato, native).
• Ensure data consistency and integrity across platforms-especially for incidents, changes, and asset inventory (CMDB).
• Partner with teams across Engineering, IT Ops, Compliance, and Enterprise Systems to build and optimize workflows.
• Define best practices for workflow automation, issue templates, permissions, escalation paths, and custom fields in Jira and SNOW.
• Lead platform upgrades, configuration audits, patching, and performance tuning.
• Manage vendor relationships for tool licensing, support escalations, and roadmap alignment.
• Maintain platform security, audit trails, and user access controls in coordination with InfoSec.

QUALIFICATIONS AND EXPERIENCE

• 10+ years of experience in enterprise systems engineering, with hands-on ownership of Jira and ServiceNow platforms.
• Proven experience designing integrations between Jira-SNOW and SNOW-CMDB.
• Strong understanding of ITIL, service management, incident/change/problem workflows.
• Deep technical skills with scripting (JavaScript, PowerShell), REST APIs, and integration platforms.
• Experience working with Agile/DevOps teams and enterprise tooling ecosystems.
• Knowledge of configuration management, asset discovery, and infrastructure mapping is a plus.
• Strong communication and stakeholder engagement skills.

GOOD TO HAVE

• Experience with CMDB data modeling and lifecycle management.
• Atlassian or ServiceNow certifications (ACP, CSA, CIS, etc.).
• Exposure to environments like AWS, Azure, or GCP with infrastructure integration to CMDB.

KKR is an equal opportunity employer. Individuals seeking employment are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, sexual orientation, or any other category protected by applicable law.

KKR will provide reasonable accommodations as required by applicable federal, state, and/or local laws. Individuals seeking an accommodation for the application or interview process should email [email protected]. Emails sent for unrelated issues, such as following up on an application, will not receive a response.

If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation if you are unable or limited in your ability to use or access https://www.kkr.com/careers because of your disability. You can request reasonable accommodations by sending an email to [email protected]. Only emails left for this purpose will be returned.

Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. This notice applies only to applicants and employees who work or will work in Massachusetts, in accordance with applicable state law.