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 of our culture. Our Total Rewards Philosophy We strive to provide competitive compensation and benefits programs that help to attract, retain, and motivate the best and brightest people in our industry. Our total rewards package goes beyond great earnings potential and provides the means to a healthy lifestyle with the flexibility to meet Toasters’ changing needs. Learn more about our benefits at https://careers.toasttab.com/toast-benefits. The base salary range for this role is listed below. The starting salary will be determined based on skills, experience, and geographic location. In addition to base salary, our total rewards components include cash compensation (overtime, bonus/commissions if eligible), equity, and benefits. You can learn more about how we align pay with local labor markets in our Geographic Pay Zone Philosophy. Zone A $133,000—$213,000 USD Zone B $115,000—$184,000 USD Zone C $104,000—$166,000 USD How Toast Uses AI in its Hiring Process Throughout the hiring process, our goal is to get to know you. We use AI tools to support our recruiters and interviewers with tasks like note-taking, summarization, and documentation of interviews to ensure they can be fully focused on your conversation. All hiring decisions are made by people. Diversity, Equity, and Inclusion is Baked into our Recipe for Success At Toast, our employees are our secret ingredient—when they thrive, we thrive. The restaurant industry is one of the most diverse, and we embrace that diversity with authenticity, inclusivity, respect, and humility. By embedding these principles into our culture and design, we create equitable opportunities for all and raise the bar in delivering exceptional experiences. We Thrive Together We embrace a hybrid work model that fosters in-person collaboration while valuing individual needs. Our goal is to build a strong culture of connection as we work together to empower the restaurant community. To learn more about how we work globally and regionally, check out: https://careers.toasttab.com/locations-toast. Apply today! Toast is committed to creating an accessible and inclusive hiring process. As part of this commitment, we strive to provide reasonable accommodations for persons with disabilities to enable them to access the hiring process. If you need an accommodation to access the job application or interview process, please contact candidateaccommodations@toasttab.com. ------ For roles in the United States, it is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.