Zoox is looking for a Staff ServiceNow Platform Engineer to own the long-term vision and strategic direction for our ServiceNow platform, while also staying hands-on enough to build, prototype, and directly evaluate the technical work delivered by others. Day-to-day operational support and steady-state ticket/config work will be delivered by a managed services partner, but this person is expected to roll up their sleeves on high-value, high-visibility, or novel work — new module rollouts, architecture proofs-of-concept, complex integrations — rather than hand everything to the vendor.
This role requires someone who has deep ServiceNow development experience and has grown into a strategic, vendor-facing leader — someone equally comfortable setting a multi-year platform vision with executive stakeholders, writing/reviewing flows and scripts themselves when it matters, and holding a managed services vendor and contractor team accountable to SLAs and outcomes.
In this role, you will:
Own and evangelize the strategic vision and multi-year roadmap for the ServiceNow platform across Zoox, aligning platform investment with business priorities
Perform hands-on development, configuration, and architecture work directly on ServiceNow for strategic initiatives, complex integrations, and situations where speed, quality, or sensitivity call for it rather than delegating to the vendor or contractors
Serve as the primary business and technical owner directing a managed services vendor's day-to-day operations, holding them accountable to SLAs, quality, and roadmap commitments
Manage and mentor two ServiceNow contractors (one Staff, one mid-level), assigning priorities, reviewing/co-developing their work, and ensuring it aligns with platform strategy and standards
Own vendor lifecycle and platform governance: RFP/selection support, contract and SOW review input, onboarding, performance reviews, and architecture/release standards for both internal and vendor-delivered work
Qualifications:
10+ years of experience working with ServiceNow, including 5+ years in a technical architecture/design capacity, with continued active hands-on development skills (flow designer, scripting, integrations, app development)
Deep, current working knowledge of ServiceNow architecture across ITSM, ITOM, ITAM, IntegrationHub, and platform/app development — able to design and build solutions personally, not just review others' work
Proven experience directing or governing a managed services provider or SI partner for a platform of similar scale and complexity
Strong vendor management skills: SOW/SLA definition, performance reviews, escalation management, and commercial acumen
Track record of building and presenting platform roadmaps and vision to executive or senior leadership audiences
Bonus Qualifications:
Certifications strongly preferred: Certified Technical Architect (CTA)
Experience managing contractors or vendor teams: setting priorities, reviewing quality, and holding delivery accountable, while still being able to jump in and build when needed
Excellent stakeholder management and communication skills across technical and non-technical audiences
Certifications required: Certified System Administrator (CSA); Certified Application Developer (CAD)
Certified Implementation Specialist (ITSM, HAM, or Discovery)
