ServiceNow Platform Technology Lead

Providing for loved ones, planning rewarding retirements, saving enough for whatever lies ahead – our policyholders count on us to be there when it matters most. It’s a big ask, but it’s one that we have the power to deliver when we work together. We collaborate and innovate – pushing one another to transform not just Pacific Life, but the entire industry for the better. Why? Because it’s the right thing to do. Pacific Life is more than a job, it’s a career with purpose. It’s a career where you have the support, balance, and resources to make a positive impact on the future – including your own.

We’re actively seeking a high-impact ServiceNow Platform Technology Lead to join our Pacific Life Technology End-User Services Team in Charlotte, NC.

How you'll help us move forward: 

Platform Operability 

• Define and maintain the technical architecture of the ServiceNow platform. 

• Design scalable solutions across multiple ServiceNow products and business units. 

• Ensure solutions follow platform best practices and minimize customization. 

• Provide guidance on data model, integrations, and security architecture. 

Solution Design 

• Lead architecture and design for complex implementations. 

• Review solution designs created by developers. 

• Ensure reuse of platform capabilities and avoid duplication. 

Development Standards 

• Establish and enforce development standards such as: 

• Update set strategy 

• Scoped application structure 

• Naming conventions 

• Integration standards 

• Conduct architecture and code reviews. 

• Design and Develop based on story acceptance criteria. 

Integration Operability  

• Design integrations between ServiceNow and enterprise systems. 

• Define best practices for: 

• REST / SOAP APIs 

• MID Server architecture 

• Event-driven integrations 

• Work with middleware teams when needed. 

CMDB & Data Strategy 

• Ensure proper design and governance of the CMDB and CSDM model. 

• Guide teams on service mapping, discovery, and data quality. 

• Partner with CMDB team members to define ownership and lifecycle management of configuration items. 

Platform Performance & Health 

• Monitor instance performance and scalability. 

• Identify and reduce technical debt. 

• Support upgrade planning and platform modernization. 

Delivery Support 

• Provide architectural guidance during: 

• Backlog refinement 

• Sprint planning 

• Solution design sessions 

• Mentor developers and administrators. 

• Support troubleshooting of complex platform issues. 

The experience you bring:

• 8–10+ years in IT 

• 6–10+ years hands-on with ServiceNow 

• Experience implementing multiple ServiceNow modules across an enterprise 

• Experience leading architecture for medium to large implementations 

Technical Expertise 

• ServiceNow platform architecture 

• ITSM best practices 

• CMDB / CSDM 

• Integration design 

• Flow Designer / Automation 

• Scoped applications 

• Instance performance optimization 

• Security and access design 

Certifications 

• ServiceNow Certified System Administrator 

• ServiceNow Certified Application Developer 

What makes you stand out: 

• ServiceNow Certified Implementation Specialist – ITSM 

• ServiceNow Certified Technical Architect (or working toward it) 

Core Competencies 

• Platform governance 

• Technical leadership 

• Solution design 

• Stakeholder communication 

• Problem solving 

• Platform optimization 

You can be who you are.

People come first here. We’re committed to an inclusive workforce. Learn more about how we create a welcoming work environment at www.pacificlife.com. What’s life like at Pacific Life? Visit Instagram.com/lifeatpacificlife.

Compensation may vary from the posted range and will be adjusted to reflect the local market

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