Position Overview

At PNC, our people are our greatest differentiator and competitive advantage in the markets we serve. We are all united in delivering the best experience for our customers. We work together each day to foster an inclusive workplace culture where all of our employees feel respected, valued and have an opportunity to contribute to the company’s success. As a Software Engineer Sr within PNC's Technology organization, you will be based in Pittsburgh, PA or Strongsville, OH or Phoenix, AZ.

ServiceNow Technology Engineer / ServiceNow Platform Engineer
Job Summary
The ServiceNow Technology professional is responsible for the design, development, configuration, administration, and operational governance of the ServiceNow platform. This role ensures stable, scalable, and secure delivery of ServiceNow capabilities across IT Service Management (ITSM), IT Operations Management (ITOM), IT Asset Management (ITAM), and related enterprise workflows. The position partners closely with infrastructure, application, security, and business teams to enable standardized processes, automation, and data integrity across environments.

Key Responsibilities
Platform Engineering, Development & Administration
• Design, develop, configure, and customize ServiceNow applications and platform capabilities using industry best practices.
• Configure and extend core ServiceNow modules such as Incident, Problem, Change, Request, Service Catalog, CMDB, and Knowledge Management.
• Develop and maintain workflows, Flow Designer flows, business rules, UI policies, client scripts, and server-side scripts using JavaScript.
Integrations & Automation
• Design and support integrations with enterprise systems using REST, SOAP, APIs, MID Server, and data sources.
• Support CMDB and CSDM implementations, including data modeling, reconciliation, discovery, and data integrity.
• Enable automation and orchestration to reduce manual effort and improve service delivery efficiency.
Platform Operations & Stability
• Support ServiceNow environment health across development, test, and production instances.
• Perform platform upgrades, patching, and release management activities in alignment with organizational change controls.
• Monitor system performance and availability, proactively addressing risks to reduce service degradation or outages.
Reporting, Dashboards & Analytics
• Develop dashboards, KPIs, and reports to provide operational visibility into service performance, compliance, and risk.
• Partner with stakeholders to translate business requirements into measurable ServiceNow outcomes.
Collaboration & Delivery
• Work closely with product owners, architects, infrastructure teams, and business stakeholders to gather requirements and deliver technical solutions.
• Participate in Agile/Scrum ceremonies, including grooming, sprint planning, testing, and retrospectives.
• Create and maintain technical documentation for configurations, integrations, and platform standards.
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Required Technical Skills
• Hands-on experience developing and supporting the ServiceNow platform.
• Strong knowledge of ServiceNow scripting (JavaScript, Glide API).
• Experience with ITSM and ITOM concepts and enterprise service workflows.
• Experience with ServiceNow integrations (REST, SOAP, MID Server).
• Working knowledge of CMDB, CSDM, and service data models.
• Familiarity with Agile and ITIL-based service delivery models.
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Education & Experience
• Bachelor’s degree in Computer Science, Information Systems, or a related technical field (or equivalent experience).
• Typically, 3–8 years of experience working with the ServiceNow platform in an engineering or development role.
• Experience supporting enterprise-scale implementations across multiple ServiceNow modules.
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Preferred Certifications
• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (e.g., ITSM, CMDB)
• ITIL Foundation (v4 preferred)
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Soft Skills & Competencies
• Strong analytical and problem-solving skills
• Ability to translate business needs into technical solutions
• Excellent written and verbal communication skills
• Ability to work independently and collaboratively in cross-functional teams
• Continuous improvement mindset with a focus on platform ex