Senior Engineer, ServiceNow Custom App Lead

The Senior Engineer, ServiceNow Custom App Lead is accountable for stakeholder engagement and outcomes for ServiceNow custom workflows and applications (including HRSD and other business workflows built on the platform).

This role owns the domain backlog and KPIs, defines end-to-end journeys and approval models, and ensures solutions are designed for supportability, compliance, and upgrade safety.

Working as part of a globally distributed ServiceNow team, the role partners closely with platform leadership and delivery resources to drive predictable delivery, adoption, and continuous improvement across multiple time zones.

How you’ll CREATE:

• Own stakeholder relationships and outcomes, backlog, and KPIs for HRSD and ServiceNow custom applications/workflows
• Define end-to-end journeys, approvals, fulfilment steps, and reporting requirements for each service
• Drive intake, prioritization, and delivery readiness (stories, acceptance criteria, UAT coordination, sign-off)
• Partner with Platform team to ensure designs follow standards, are secure, and are upgrade-safe and supportable
• Drive adoption and change enablement (communications, training needs, and post-release continuous improvement)
• Collaborate effectively with a global ServiceNow team across time zones; align delivery with release cadence and handoffs

Bring your VIBE:

• Strong stakeholder management; able to translate business needs into clear services and measurable outcomes
• Service design capability: map journeys, approval models, exceptions, and operational support requirements
• Strong understanding of ServiceNow configuration and design patterns; preference for configuration over customization

• Ability to manage intake/prioritization and drive UAT/sign-off to achieve predictable delivery
• Ability to operate effectively in a global, multi-timezone team with structured coordination and handoffs
• 5+ years of experience delivering business workflows on enterprise platforms or service management environments
• 3+ years of hands-on experience delivering ServiceNow capabilities (workflows, catalog/approvals, reporting; HRSD preferred)
• Experience owning backlog, KPIs, and stakeholder outcomes for a domain or product area
• Experience defining requirements, acceptance criteria, and leading UAT coordination and business sign-off
• Experience partnering with platform teams to ensure secure, supportable, and upgrade-safe solutions
• Experience working with globally distributed teams across multiple time zones

• Comprehensive medical, dental, and vision coverage
• Including 100% coverage for out-patient in-network mental health services
• Fertility coverage for eligible medical plan participants
• Wellbeing reimbursements for fitness classes, spa treatments, meal services, travel, and so much more (up to $720/year)
• Student Loan Repayment Assistance and Tuition Reimbursement
• 401(k) with 100% immediate vesting on the first 5% of your contributions, plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

• Flexible Paid Time Off (PTO) for exempt employees
• 3-weeks PTO for non-exempt employees
• 2-weeks paid Winter Break
• 10 Company Holidays (including Juneteenth and Wellbeing Day)
• Summer Fridays (between Memorial Day and Labor Day)
• Generous paid parental leave for every type of parent

We are UMG, the Universal Music Group. We are the world’s leading music company. In everything we do, we are committed to artistry, innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music, music publishing, merchandising, and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters, and we produce, distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.