Software Engineer Sr (ServiceNow Technology Engineer / ServiceNow Platform Engineer)

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., 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., 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., * Provides detailed technical design and development of software solutions using existing and emerging technology platforms.
• Proposes & designs software solutions to address complex business needs.
• Writes code, tests and deploys software.
• Prepares technical and procedural documentation required for software.
• Maintains and debugs software.

PNC Employees take pride in our reputation and to continue building upon that we expect our employees to be:

• Customer Focused - Knowledgeable of the values and practices that align customer needs and satisfaction as primary considerations in all business decisions and able to leverage that information in creating customized customer solutions.
• Managing Risk - Assessing and effectively managing all of the risks associated with their business objectives and activities to ensure they adhere to and support PNC's Enterprise Risk Management Framework.

• 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., * 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.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Implementation Specialist (e.g., ITSM, CMDB)
• ITIL Foundation (v4 preferred), * 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 excellence, Successful candidates must demonstrate appropriate knowledge, skills, and abilities for a role. Listed below are skills, competencies, work experience, education, and required certifications/licensures needed to be successful in this position.

Preferred Skills

Application Development, Business Management, Customer Solutions, Design, Group Problem Solving, IT Service Management (ITSM), Process Improvements, Release Management, ServiceNow IT Service Management (ITSM), Software Solutions, User Experience (UX) Design

Competencies

Application Delivery Process, Application Design, Architecture, Application Development Tools, Application Testing, Packaged Application Integration, System Development Life Cycle, Technical Troubleshooting, Technical Writing/Documentation

Work Experience

Roles at this level typically require a university / college degree, with 3+ years of relevant / direct industry experience. Certifications are often desired. In lieu of a degree, a comparable combination of education, job specific certification(s), and experience (including military service) may be considered.

Education

Bachelors

PNC offers a comprehensive range of benefits to help meet your needs now and in the future. Depending on your eligibility, options for full-time employees include: medical/prescription drug coverage (with a Health Savings Account feature), dental and vision options; employee and spouse/child life insurance; short and long-term disability protection; 401(k) with PNC match, pension and stock purchase plans; dependent care reimbursement account; back-up child/elder care; adoption, surrogacy, and doula reimbursement; educational assistance, including select programs fully paid; a robust wellness program with financial incentives.

In addition, PNC generally provides the following paid time off, depending on your eligibility: maternity and/or parental leave; up to 11 paid holidays each year; 9 occasional absence days each year, unless otherwise required by law; between 15 to 25 vacation days each year, depending on career level; and years of service.

To learn more about these and other programs, including benefits for full time and part-time employees, visit pncthrive.com .