Lead Specialty Software Engineer - ServiceNow WSD

About this role:

The Chief Operating Office Technology (COO Tech) organization, provides technology services for the Chief Operating Office. This includes operations, control executives, strategic execution, business continuity and resiliency, data solutions and services, regulatory relations, customer experience, enterprise shared services, supply chain management, and the corporate properties group. COO Technology provides technology solutions and manages application portfolios for these groups to support modernization and optimization. CAO Technology is the dedicated technology team supporting Corporate Properties, Corporate Security, Supply Chain Management, Enterprise Resiliency, Privacy, CAO Data and Insights technology needs.

Within COO Technology we are seeking an experienced technology product and systems professional to support the Workplace Service Delivery (WSD) platform and associated workplace technology initiatives. This role serves as a key liaison between platform architects, business stakeholders, technology teams, operations, and vendors to drive product strategy, roadmap execution, process optimization, requirements management, testing, and production support.

In this role, you will:

• Serve as the end-to-end owner for assigned WSD capabilities, ensuring alignment between business objectives, technology strategy, and execution
• Demonstrate strong technical acumen to effectively partner with engineering, architecture, infrastructure, security, and vendor teams
• Proactively identify delivery, technical, operational, and dependency risks before they impact project timelines or business operations
• Maintain clear visibility into application health, production issues, integration performance, technical debt, and upcoming platform changes
• Drive resolution of complex technical and business challenges by facilitating collaboration across multiple teams
• Provide leadership during incidents, production support events, and major releases, including issue triage, root-cause analysis, prioritization, and communication
• Partner with engineering teams to translate business requirements into scalable, supportable, and secure technical solutions
• Ensure quality through active participation in solution reviews, test planning, validation activities, release readiness assessments, and post-implementation reviews
• Continuously monitor industry trends, ServiceNow platform capabilities, and emerging technologies to identify opportunities for innovation and platform optimization
• Proactively look ahead to roadmap commitments, capacity constraints, dependency risks, compliance requirements, and future business needs rather than reacting to issues after they occur
• Develop and maintain strong relationships with product owners, business stakeholders, technology teams, operations partners, and vendors to ensure successful delivery outcomes
• Champion operational excellence through data-driven decision making, service metrics, adoption monitoring, and continuous improvement initiatives
• Act as a strategic advisor and product visionary, helping shape future WSD capabilities and workplace technology initiatives while ensuring current operational stability
• Mentor less experienced software engineers
• Collaborate and influence all levels of professionals including managers
• Lead team to achieve objectives
• Partner with production support and platform engineering teams effectively

Required Qualifications:

• 5+ years of Specialty Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 4+ years of hands-on ServiceNow development and implementation experience

Desired Qualifications:

• Advanced oral, written and presentation communications including the ability to present technical information in a way that non-technical audiences will understand
• Advanced problem solving and technical troubleshooting capabilities
• Strong analytical skills and ability to solve complex technical problems
• Strong consulting, leadership, and communication skills, with ability to influence stakeholders, support global/hybrid teams, and effectively translate complex technical concepts for business audiences.
• ServiceNow Certified System Administrator (CSA), ServiceNow Certified Application Developer (CAD) and/or ServiceNow Certified Implementation Specialist in