FLEX Principal Engineer - ITSM Platforms, Mobile Experience

JOB SUMMARY:

The Principal Engineer, ITSM Platforms (Service Now Mobile Experience) is responsible for the technical architecture, development, and ongoing evolution of an internal, employee-facing mobile application for iOS and Android built on the Service Now platform, supporting both IT Service Management (ITSM) and HR Service Delivery functions.

This role serves as the senior technical authority for the Service Now Mobile Experience, owning the design, implementation, and technical quality of the mobile solution end-to-end. The Principal Engineer ensures the application is secure, scalable, performant, and aligned with Service Now platform standards while delivering a unified and intuitive mobile experience for employees to engage with IT and HR services anytime, anywhere.

As the lead engineer for the Service Now based mobile application, this role is accountable for defining the technical architecture and development approach that enables seamless integration across IT and HR workflows, including requests, incidents, approvals, knowledge, notifications, and employee support interactions. The Principal Engineer partners closely with the Senior Product Manager, Service Now platform teams, HR product owners, security, enterprise architecture, and service delivery stakeholders to translate product vision into high-quality, production-ready mobile solutions.

Operating at the intersection of mobile engineering, Service Now platform development, and employee experience, the Principal Engineer drives technical excellence by enabling mobile-first access to critical employee services through Service Now's mobile capabilities. This includes building role-based and persona-driven experiences that support desk-based associates, on-property and field employees, and corporate teams, while ensuring reliability, performance, and compliance in a complex enterprise environment.

The role applies strong engineering discipline and agile delivery practices to lead handson development, guide technical design decisions, manage dependencies across ITSM and HR domains, and continuously improve the Service Now Mobile Experience. Success is measured through solution stability, performance, security posture, development velocity, and the ability to evolve the mobile experience in step with changing business and workforce needs.

Key aspects of the role include:

• Ownership of the technical architecture and engineering standards for the Service Now employee mobile application spanning ITSM and HR service capabilities
• Handson leadership of Service Now Mobile development, configuration, and customization for iOS and Android experiences
• Close collaboration with product management, Service Now administrators, HR service owners, UX/UI, security, and integration teams to deliver secure, performant, and compliant mobile solutions
• Technical oversight of integrations, data flows, and platform dependencies required to support endtoend mobile workflows
• Establishment of best practices for mobile development, code quality, testing, performance optimization, and platform governance
• Mentorship and technical guidance for developers contributing to the Service Now Mobile Experience
• Continuous improvement of the mobile solution based on operational insights, platform capabilities, and evolving enterprise standards

CANDIDATE PROFILE

Education and Experience

Required:

• ** 8+ years of application development leadership experience that includes:*
  • Enterprise-scale mobile application development for iOS and Android
  • Expert-level architecture and coding abilities in Swift, Swift UI and knowledge of Objective-C
  • Extensive experience in development of a variety of large apps supporting hundreds of thousands of users at scale
  • Experience with Autom…