> Markdown version of [/jobs/ext/227205-lead-software-engineer-service-now](https://www.wearedevelopers.com/jobs/ext/227205-lead-software-engineer-service-now). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md).

---

# Lead Software Engineer - Service Now

- **Company:** The PNC Financial Services Group, Inc.
- **Location:** Lakewood, CO, United States
- **Experience:** Expert
- **Salary:** $55,000.0 - $158,700.0
- **Contract:** Permanent contract
- **Skills:** Server Applications, Application Integration Architecture, Application Testing, Cloud Computing, Continuous Integration, Programming Tools, Nagios, Systems Development Life Cycle, Release Management, Software Engineering, Software Systems, Systems Integration, Data Management, Machine Learning Operations, Servicenow
- **Published:** May 14, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=334ece54012be6a1

## About the Role

Do you have experience in UX design?, Do you have a Bachelor's degree?, * Deep hands-on experience with ServiceNow, specifically:

o Change Management
o Incident Management
o Problem Management

 * Proven experience managing enterprise change management processes
 * Strong background in root cause analysis and risk assessment
 * Experience working with production systems and release governance
 * Change types (standard, normal, expedited, emergency)
 * Reporting, dashboards, and metrics
 * Data quality, audit readiness, and controls
 * Experience partnering with ServiceNow administrators or development teams

Technical & Platform Background

 * ServiceNow ITSM modules (Change, Incident, Problem)
 * CI/CD and release processes
 * Monitoring and alerting tools
 * Familiarity with cloud and platform environments
 * Exposure to MLOps, data platforms, or AI systems
 * Compliance or regulated environments

Professional & Behavioral Competencies

 * Strong collaboration and communication skills
 * Ability to influence without authority
 * Solid business analysis mindset (impact, tradeoffs, risk)
 * Comfortable operating in ambiguous or fast-paced environments
 * Process-oriented with a continuous improvement mindset, 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, CI/CD, Customer Solutions, Design, Group Problem Solving, IT Process Improvement, Machine Learning Operations, Process Improvements, Release Management, ServiceNow Platform, Software Solutions, User Experience (UX) Design, Application Delivery Process, Application Design, Architecture, Application Development Tools, Application Testing, Packaged Application Integration, System Development Life Cycle, Technical Troubleshooting, 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., Bachelors

## Description

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(n) [position title] within PNC's [name of division] organization, you will be based in [city/state location of position]., 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 Lead Software Engineer within PNC's Data and Automation Technology organization, you will be based in Pittsburgh, PA, Strongsville, OH, Dallas, TX, Birmingham, AL, Lakewood, CO or Phoenix, AZ., We are seeking a Lead Software Engineer to own and evolve ServiceNow-driven change, incident, and problem management processes supporting complex technology platforms. This role emphasizes governance, operational discipline, and continuous improvement across enterprise change management, with ServiceNow serving as the system of record. The candidate will partner closely with engineering and platform teams to ensure changes are reviewed, approved and implemented in a controlled manner to protect platform stability and business outcomes., ServiceNow Ownership & Governance

 * Act as the functional and technical lead for ServiceNow Change, Incident, and Problem Management processes
 * Ensure consistent and compliant use of ServiceNow across engineering and platform teams
 * Configure, enhance, and optimize workflows, approvals, forms, and integrations as needed

Change Management Lifecycle

 * Manage the full change lifecycle through ServiceNow, including:

o Change reviews
o Risk and impact assessment
o Approval workflows and CAB facilitation
o Implementation scheduling and coordination
o Change validation and formal closure

 * Ensure all changes meet documentation, approval, and audit requirements

Incident & Problem Management

 * Oversee incident triage and problem investigation using ServiceNow
 * Lead or review root cause analysis (RCA) for incidents and failed changes
 * Ensure problem records include actionable remediation and prevention plans
 * Track recurring issues and systemic risks across platforms

Metrics, Risk & Continuous Improvement

 * Define and monitor operational metrics using ServiceNow reporting and dashboards:

o Change success rate
o Failed change and incident trends
o Risk scoring and mitigation effectiveness

 * Identify process gaps and drive process improvement initiatives
 * Partner with audit, risk, and compliance teams as needed

Collaboration & Communication

 * Collaborate with engineering, platform, infrastructure, and business stakeholders
 * Translate technical events into clear operational and business-focused communication
 * Facilitate decision-making discussions for high-visibility or high-risk changes
 * Provide guidance and coaching to teams on effective ServiceNow usage, * Creates and leads the technical design and development of software solutions.
 * Proposes & designs software solutions to address complex business needs. Prepares technical and procedural documentation required.
 * Facilitates complex problem resolution.
 * Provides technical guidance and support to colleagues. Reviews coding, testing, and documentation of software.
 * Applies modern principles, methodologies and tools to advance business initiatives and capabilities.

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.


## Related Videos

- [Applying Agile Principles to Incident Management ](https://www.wearedevelopers.com/videos/101-applying-agile-principles-to-incident-management)
- [Enterprise-Cloud-Native - Fast-Paced Development & Deployment in a Highly Secure Banking Environment](https://www.wearedevelopers.com/videos/671-enterprise-cloud-native-fast-paced-development-deployment-in-a-highly-secure-banking-environment)
- [Green Cloud Computing](https://www.wearedevelopers.com/videos/592-green-cloud-computing)
- [AI in Production: applied AI & enterprise use cases](https://www.wearedevelopers.com/videos/100130-ai-in-production-applied-ai-enterprise-use-cases)
- [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing)
- [Next Level Enterprise Architecture: Modular, Flexible, Scalable, Multichannel and AI-Ready?](https://www.wearedevelopers.com/videos/1017-next-level-enterprise-architecture-modular-flexible-scalable-multichannel-and-ai-ready)

## Related Articles

- [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023)
- [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated)
- [How to Answer the Interview Question: “Why Do You Want to Be a Software Engineer?”](https://www.wearedevelopers.com/magazine/392-how-to-answer-the-interview-question-why-do-you-want-to-be-a-software-engineer)
- [System change: restart as developer?](https://www.wearedevelopers.com/magazine/39-system-change-restart-as-developer)
- [The 12 Best Jobs for Software Engineers](https://www.wearedevelopers.com/magazine/401-the-12-best-jobs-for-software-engineers)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)