Lead ServiceNow Engineer

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. We are looking for a Lead ServiceNow Software Engineer who excels at architecting, driving, and governing a strategic ServiceNow platform for 6,000+ users. This role demands technical leadership, the ability to deliver complex initiatives on aggressive timelines, superior prioritization (evaluating business value, risk, and long-term impact), and exceptional collaboration and influence skills. You will serve as the top-tier technical escalation point, lead large ServiceNow project initiatives, provide mentorship and guidance to the team, lead cross-functional discussions, make final architecture and design decisions, drive platform-wide initiatives, and ensure solutions are scalable, secure, maintainable, and aligned with enterprise strategy. A day in the life (Responsibilities) Consult on the ServiceNow platform strategy, ensuring scalable, secure, and maintainable solutions for high priority initiatives Lead development of complex, platform-wide initiatives, driving execution from design through implementation Serve as the top-tier technical escalation point, resolving complex issues across the platform and integrated systems Encourage and help implement the use of development standards, architecture principles, and best practices to ensure high-quality, consistent solutions Design and oversee integrations with enterprise systems (e.g., identity, HR, and access platforms), while considering reliability, scalability, and performance Partner with cross-functional stakeholders to translate business needs into technical solutions Mentor and guide engineers, facilitating code and architecture reviews to elevate team capability Drive platform innovation and continuous improvement, including automation, AI capabilities, and enhanced user experience What you'll need to thrive (Requirements) Deep expertise in the ServiceNow platform, including advanced scripting, custom application development, modular frameworks, and performance optimization. Extensive experience architecting multi-system integrations (REST/SOAP, spokes), ideally including Okta, Workday, and SailPoint. Design enterprise-grade data models that align with frameworks like CMDB and CSDM. Offer technical and architectural guidance to the ServiceNow process and initiatives by influencing platform design and leading key projects to build scalable, secure solutions. Strong proficiency in JavaScript, HTML/CSS, Angular, React, Employee Center development (widgets and UI components), and modern UI/UX patterns. 7+ years of progressive ServiceNow development experience, including leading large-scale or platform-wide initiatives in an enterprise setting. Proven ability to suggest technical standards, lead code and architecture reviews, and mentor senior and junior engineers. Exhibits exceptional communication skills, confidently representing the team to senior stakeholders, explaining complex designs, and guide discussions. Achieved at minimum the ServiceNow Certified System Administrator (CSA) certification. What will help you stand out (Nonessential Skills/Nice to Haves) Experience integrating complex workflows between ServiceNow and Slack. Hands-on experience with NowAssist for AI-driven automation and productivity. Additional certifications (CAD, Application Developer, etc.) strongly preferred. AI at Toast At Toast, one of our company values is that we're hungry to build and learn. We believe learning new AI tools empowers us to build for our customers faster, more independently, and with higher quality. We provide these tools across all disciplines, from Engineering and Product to Sales and Support, and are inspired by how our Toasters are already driving real value with them. The people who thrive here are those who embrace changes that let us build more for our customers; it’s a core part