Oversee the technical design, configuration, and daily operations of the ServiceNow platform, ensuring high performance, security, and scalability. This hybrid role involves managing platform upgrades, writing custom scripts (JavaScript), integrating external applications, and translating business requirements into technical workflows.
This position combines senior-level development (coding custom applications and complex integrations) with high-level administrative oversight. Key duties include leading development, configuring workflows, scripting (JavaScript), managing integrations (REST/SOAP), overseeing system upgrades, ensuring CMDB data quality, and enforcing governance to drive automation and best practices.
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Major Technical Proficiencies
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Platform Fundamentals: Expert-level knowledge of lists, forms, navigation, and core system properties.
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Platform Governance: Establish and enforce policies for development, access control (ACLs), and data management, ensuring that changes align with strategic business goals and reduce technical debt.
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Scripting & Development: Mastery of JavaScript, including ServiceNow-specific APIs like GlideRecord and GlideAjax. Proficiency in building Business Rules, Script Includes, and Client Scripts is essential.
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Automation & Workflow: Expertise in Flow Designer, Orchestration, and legacy Workflows to automate enterprise-wide processes.
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Integrations: Advanced ability to manage IntegrationHub, REST/SOAP APIs, Business Rules, ACLs and MID Server configurations for seamless connectivity with external systems like Azure and Sailpoint.
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Architecture & Governance: Defining current-state and target-state architecture while ensuring Common Service Data Model (CSDM) and ITIL v4 alignment for platform scalability.
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Communication & Reporting
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Gathering requirements directly from business users to design effective platform solutions.
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Regularly reporting project status, including risks and issues, to management and stakeholders.
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Working with internal teams, vendors, and external partners to ensure smooth environment maintenance and tool implementation.
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Process Governance & Continuous Improvement
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Maintain and evolve the ITSM process in alignment with ITIL best practices.
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Define and update SLAs, escalation paths, and communication templates.
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Align incident thresholds and criteria with IT leadership across all domains.
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Use the Continual Improvement Management module to document, manage, and deliver process efficiencies and automation (e.g., ITSM, HRSD, ITOM).
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Analytics & Reporting
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Designing and maintaining Performance Analytics frameworks to measure platform effectiveness, creating executive-level dashboards, and utilizing Platform Analytics for unified data visualization.
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Present insights during monthly operational reviews and quarterly service reports.
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Create Dashboards/Reports to track key metrics: incident volume, duration, MTTR, SLA adherence, and recurrence.
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You will enjoy competitive wages, flexible hours, and an associate discount. Burlington’s benefits package includes medical, dental and vision coverage including life and disability insurance. Full-time associates are also eligible for paid time off, paid holidays and a 401(k) plan.
We are a rapidly growing brand and provide a variety of training and development opportunities so our associates can grow with us. Our teams work hard and have fun together! Burlington associates make a difference in the lives of customers, colleagues, and the communities where we live and work every day. Burlington Stores, Inc. is an equal opportunity employer committed to workplace diversity
Individual pay decisions will be based on a variety of factors, such as but not limited to, qualifications, education, job-related skills, relevant experience, and geographic location.
Compensation Range: $95,000.00 - $125,000.00
