Platform Engineer 4, ServiceNow platform

Comcast brings together the best in media and technology. We drive innovation to create the world's best entertainment and online experiences. As a Fortune 50 leader, we set the pace in a variety of innovative and fascinating businesses and create career opportunities across a wide range of locations and disciplines. We are at the forefront of change and move at an amazing pace, thanks to our remarkable people, who bring cutting-edge products and services to life for millions of customers every day. If you share in our passion for teamwork, our vision to revolutionize industries and our goal to lead the future in media and technology, we want you to fast-forward your career at Comcast.

Job Summary

Our mission in Reliability Engineering (RE) at Comcast: Use innovative software and tools to transform operations in order to improve the performance of our network and products for our residential and business customers. We are on a journey to redefine how people, process and technology come together to create the necessary capabilities enabling world-class business and technology operations. At the core of this transformation are the products the IOP (Innovation Operations Platform) team builds to support ITSM and ITOM processes, customer troubleshooting and enablement. We are seeking an experienced Platform Engineer 4 to take a leadership role in managing and optimizing our ServiceNow platform. This role focuses on ensuring the stability, performance, scalability, and security of the platform, while also driving continuous improvement and efficiency. You will be responsible for the end-to-end management of the platform, ensuring it meets business needs for ITSM, ITOM, and related functions. As a senior platform engineer, you will collaborate closely with architects, administrators, and cross-functional teams to oversee platform operations, enhancements, and integrations.

Job Description

Key Responsibilities:

• Platform Ownership & Management:

• Oversee the overall health and performance of the ServiceNow platform, ensuring high availability, scalability, and adherence to SLAs.
• Serve as the primary technical owner for platform management, ensuring that the ServiceNow environment is optimized for both operational excellence and future scalability.
• Lead platform governance and best practice enforcement, ensuring compliance with architectural standards, security policies, and regulatory requirements.
• Manage platform upgrades, patching, and releases, ensuring minimal impact on users and services.

• Capacity Planning & Performance Optimization:

• Proactively monitor platform capacity and performance, identifying and addressing potential bottlenecks, scaling issues, or inefficiencies.
• Conduct platform audits and regular performance reviews, ensuring optimal resource usage and system reliability.
• Work closely with infrastructure teams to ensure appropriate capacity and infrastructure are available to meet the growing demands on the ServiceNow platform.
• Implement performance tuning and optimization strategies for workflows, database queries, and integrations.

• Platform Configuration & Customization:

• Oversee and manage the ServiceNow CMDB and related processes, ensuring data accuracy, integrity, and proper relationship mapping.
• Lead the design and implementation of custom workflows, UI policies, business rules, and integrations that align with business processes.
• Ensure the platform is flexible enough to handle evolving business needs while maintaining high standards of security and performance.

• Security, Compliance & Risk Management:

• Ensure the platform adheres to security policies, managing roles, access controls, and ensuring the secure handling of sensitive data.
• Identify and mitigate risks related to platform changes, upgrades, and new feature implementations.
• Conduct regular platform security assessments and audits, working with security teams to ensure ongoing compliance with organizational security requirements.

• Platform Automation & Innovation:

• Implement and manage automation solutions for service operations, change management, and incident response, driving greater operational efficiency.
• Innovate by identifying new ways to leverage ServiceNow features, such as IntegrationHub, AI/ML capabilities, and advanced reporting, to continuously improve platform usage.
• Drive the adoption of self-service capabilities and automation for internal customers, promoting efficiency and reducing manual tasks.

• Incident, Problem & Change Management:

• Oversee the resolution of platform incidents and problems, ensuring root cause analysis and preventive measures are in place.
• Participate in change management activities, ensuring that all changes are thoroughly tested and deployed with minimal disruption to the production environment.
• Act as an escalation point for complex incidents and platform issues, leading technical investigations and coordinating across teams for resolution.

• Collaboration & Leadership:

• Collaborate with cross-functional teams, including IT, Operations, Product Management, and external vendors, to align platform operations with business needs.
• Mentor and guide junior platform engineers, promoting best practices and encouraging a culture of continuous learning and platform innovation.
• Provide strategic input to leadership on platform improvements, enhancements, and long-term scalability.

• Requirements:

• Minimum 7+ years of hands-on experience with ServiceNow platform management, including ITSM, ITOM, CMDB, and other core modules.
• Proven experience managing and optimizing large-scale, enterprise-level ServiceNow implementations.
• Deep experience with performance tuning, capacity planning, and managing platform availability in mission-critical environments.
• Expertise in ServiceNow system administration, platform configuration, upgrades, and release management.

• Technical Skills:
  • Strong proficiency in JavaScript, AngularJS, and Glide scripting specific to ServiceNow platform management.
  • Expertise in ServiceNow Workflow Designer, Flow Designer, and ServiceNow IntegrationHub.
  • In-depth knowledge of ITIL processes and best practices, particularly around incident, problem, and change management.
  • Experience in security management on the platform, including role-based access controls, auditing, and compliance.
  • Experience with CI/CD pipelines for ServiceNow and integration with other tools and platforms (e.g., APIs, mid-servers)
• Soft Skills:
  • Strong leadership and mentorship abilities, with experience guiding teams in platform best practices.
  • Excellent analytical skills and the ability to solve complex technical challenges related to platform performance and operations.
  • Strong communication skills to engage with stakeholders across technical and non-technical domains.
• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent experience).
  

• Preferred Qualifications:

• ServiceNow Certified Application Developer or ServiceNow Certified Implementation Specialist.
• Experience with ServiceNow Performance Analytics, Event Management, or Discovery modules.
• Experience with managing integrations across multiple environments, particularly in large-scale telecom or technology organizations.

Employees at all levels are expected to:

• Understand our Operating Principles; make them the guidelines for how you do your job.
• Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
• Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
• Win as a team - make big things happen by working together and being open to new ideas.
• Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
• Drive results and growth.
• Respect and promote inclusion & diversity.
• Do what's right for each other, our customers, investors and our communities.

Disclaimer:

• This information has been designed to indicate the general nature and level of work performed by employees in this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications.

Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, genetic information, or any other basis protected by applicable law.

Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits to eligible employees. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.

Education

Bachelor's Degree

While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience.

Relevant Work Experience

7-10 Years