Service Management Platform Engineer

Where you will work: This position offers a hybrid work option up to 50% remote and is based out of the Mankato, MN; Lakeville, MN; Sun Prairie, WI or Bloomington, IL office locations.

The contributions you will make:  This position engineers, configures, and supports the organization's enterprise service management platform and related workflow, automation, integration, reporting, and configuration-data capabilities. Independently translates service-management and business requirements into secure, reliable, scalable, and supportable platform solutions that improve technology operations and the client and team member experience. Partners with service management, infrastructure, application, cybersecurity, architecture, data, product, operations, and vendor teams to deliver platform enhancements, maintain platform health, and strengthen incident, request, problem, change, knowledge, service catalog, configuration, asset, and service-level practices.

A typical day: 

Platform Engineering, Configuration & Automation

• Designs, configures, tests, deploys, and maintains workflows, forms, tables, business rules, scripts, notifications, approvals, service catalog items, portals, reports, dashboards, and related platform capabilities.
• Develops reusable automation, integrations, APIs, data imports, orchestration, and self-service solutions that reduce manual effort, improve data quality, and enable consistent service delivery.
• Translates process, business, security, compliance, and operational requirements into technical designs, implementation plans, test cases, release documentation, and support procedures.

Platform Reliability, Security & Lifecycle Management

• Monitors platform health, performance, capacity, integrations, jobs, errors, data quality, and service availability; troubleshoot incidents and implement durable corrective and preventive actions.
• Plans and executes platform upgrades, patches, releases, clones, testing, access changes, and environment-management activities while following change, security, audit, and separation-of-duties controls.
• Supports configuration-management and service-model data, integrations, platform security, role-based access, licensing, technical debt, and lifecycle decisions in partnership with platform owners and architects.

Partnership, Standards & Continuous Improvement

• Partners with process owners, analysts, engineers, architects, cybersecurity, data, vendors, and business stakeholders to refine requirements, evaluate options, manage dependencies, and deliver measurable outcomes.
• Maintains platform documentation, technical standards, design records, data maps, runbooks, test evidence, and knowledge articles; communicate risks, impacts, decisions, and progress in clear business and technical language.
• Mentors associate practitioners, participates in peer reviews and agile ceremonies, and contributes to the platform roadmap, backlog, governance, adoption, and continual-improvement priorities.

The skills and experience we prefer you have: 

• Bachelor's degree in computer science, information systems, engineering, technology, or a related field, or an equivalent combination of education and experience sufficient to perform the essential functions of the job.
• Minimum of four years of progressive experience in enterprise platform engineering, ServiceNow development or administration, workflow automation, application development, systems integration, IT service management, or a related field.
• Demonstrated experience configuring and supporting enterprise service-management capabilities such as incident, request, problem, change, knowledge, service catalog, configuration, asset, or service-level management.
• Experience with scripting, APIs, integrations, data imports, workflow design, testing, release management, platform security, reporting, and production support.
• Strong knowledge of enterprise service-management platform architecture, configuration, workflow automation, data models, security, integrations, reporting, and lifecycle practices.
• Proficiency with scripting, APIs, integration patterns, data transformation, debugging, source control, testing, and repeatable deployment practices.
• Strong analytical, troubleshooting, and systems-thinking skills, with the ability to identify root causes and design sustainable platform solutions.
• Working knowledge of IT service management processes, configuration-management information, service modeling, change controls, cybersecurity, and operational resilience.
• Clear written and verbal communication skills, including the ability to translate technical concepts, options, risks, and impacts for different audiences.
• Ability to balance platform standards, user experience, business value, security, reliability, maintainability, and delivery timelines.
• Ability to collaborate effectively, manage multiple priorities, and influence outcomes without relying on formal authority.
• Valid driver's license.

How we will take care of you:

Our job titles may span more than one career level (associate, senior, principal, etc.). The actual title and base pay offered is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role is eligible for variable compensation and other benefits.