Staff ServiceNow Platform Engineer

Zoox is looking for a Staff ServiceNow Platform Engineer to own the long-term vision and strategic direction for our ServiceNow platform, while also staying hands-on enough to build, prototype, and directly evaluate the technical work delivered by others. Day-to-day operational support and steady-state ticket/config work will be delivered by a managed services partner, but this person is expected to roll up their sleeves on high-value, high-visibility, or novel work - new module rollouts, architecture proofs-of-concept, complex integrations - rather than hand everything to the vendor.

This role requires someone who has deep ServiceNow development experience and has grown into a strategic, vendor-facing leader - someone equally comfortable setting a multi-year platform vision with executive stakeholders, writing/reviewing flows and scripts themselves when it matters, and holding a managed services vendor and contractor team accountable to SLAs and outcomes.

In this role, you will:

• Own and evangelize the strategic vision and multi-year roadmap for the ServiceNow platform across Zoox, aligning platform investment with business priorities
• Perform hands-on development, configuration, and architecture work directly on ServiceNow for strategic initiatives, complex integrations, and situations where speed, quality, or sensitivity call for it rather than delegating to the vendor or contractors
• Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments
• Manage and mentor two ServiceNow contractors (one Staff, one mid-level), assigning priorities, reviewing/co-developing their work, and ensuring it aligns with platform strategy and standards
• Own vendor lifecycle and platform governance: RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work

Qualifications:

• 10+ years of experience working with ServiceNow, including 5+ years in a technical architecture/design capacity, with continued active hands-on development skills (flow designer, scripting, integrations, app development)
• Deep, current working knowledge of ServiceNow architecture across ITSM, ITOM, ITAM, IntegrationHub, and platform/app development - able to design and build solutions personally, not just review others' work
• Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity
• Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen
• Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences

Bonus Qualifications:

• Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed
• Excellent stakeholder management and communication skills across technical and non-technical audiences
• Certifications required: Certified System Administrator (CSA); Certified Application Developer (CAD)
• Certifications strongly preferred: Certified Technical Architect (CTA)
• Certified Implementation Specialist (ITSM, HAM, or Discovery)