Senior Engineer, ServiceNow Custom App Lead

We are UMG the Universal Music Group. We are the worlds leading music everything we do we are committed to artistry innovation and entrepreneurship. We own and operate a broad array of businesses engaged in recorded music music publishing merchandising and audiovisual content in more than 60 countries. We identify and develop recording artists and songwriters and we produce distribute and promote the most critically acclaimed and commercially successful music to delight and entertain fans around the world.

How we LEAD:

The Senior Engineer ServiceNow Custom App Lead is accountable for stakeholder engagement and outcomes for ServiceNow custom workflows and applications (including HRSD and other business workflows built on the platform).

This role owns the domain backlog and KPIs defines end-to-end journeys and approval models and ensures solutions are designed for supportability compliance and upgrade safety.

Working as part of a globally distributed ServiceNow team the role partners closely with platform leadership and delivery resources to drive predictable delivery adoption and continuous improvement across multiple time zones.

How youll CREATE:

• Own stakeholder relationships and outcomes backlog and KPIs for HRSD and ServiceNow custom applications/workflows

• Define end-to-end journeys approvals fulfilment steps and reporting requirements for each service

• Drive intake prioritization and delivery readiness (stories acceptance criteria UAT coordination sign-off)

• Partner with Platform team to ensure designs follow standards are secure and are upgrade-safe and supportable

• Drive adoption and change enablement (communications training needs and post-release continuous improvement)

• Collaborate effectively with a global ServiceNow team across time zones; align delivery with release cadence and handoffs

Bring your VIBE:

• Strong stakeholder management; able to translate business needs into clear services and measurable outcomes

• Service design capability: map journeys approval models exceptions and operational support requirements

• Strong understanding of ServiceNow configuration and design patterns; preference for configuration over customization

• Ability to manage intake/prioritization and drive UAT/sign-off to achieve predictable delivery

• Ability to operate effectively in a global multi-timezone team with structured coordination and handoffs

• 5 years of experience delivering business workflows on enterprise platforms or service management environments

• 3 years of hands-on experience delivering ServiceNow capabilities (workflows catalog/approvals reporting; HRSD preferred)

• Experience owning backlog KPIs and stakeholder outcomes for a domain or product area

• Experience defining requirements acceptance criteria and leading UAT coordination and business sign-off

• Experience partnering with platform teams to ensure secure supportable and upgrade-safe solutions

• Experience working with globally distributed teams across multiple time zones

Perks Playlist:

Join an entrepreneurial global organization where authenticity boldness creativity connection drive and insight arent just valuestheyre how we work every day. Here are some of the ways we support you along the way (and just a few of the benefits we offer):

• Comprehensive medical dental and vision coverage

• Including 100% coverage for out-patient in-network mental health services

• Fertility coverage for eligible medical plan participants

• Wellbeing reimbursements for fitness classes spa treatments meal services travel and so much more (up to $720/year)

• Student Loan Repayment Assistance and Tuition Reimbursement

• 401(k) with 100% immediate vesting on the first 5% of your contributions plus an additional UMG contribution

A variety of ways to prioritize much-needed time away from work including:

• Flexible Paid Time Off (PTO) for exempt employees

• 3-weeks PTO for non-exempt employees

• 2-weeks paid Winter Break

• 10 Company Holidays (including Juneteenth and Wellbeing Day)

• Summer Fridays (between Memorial Day and Labor Day)

• Generous paid parental leave for every type of parent

Check out our full overview of benefits on the Perks Playlist page of the career site.

Disclaimer: This job description only provides an overview of job responsibilities that are subject to change.

Universal Music Group is an Equal Opportunity Employer

We are an E-Verify employer in Alabama Arizona Georgia Mississippi North Carolina South Carolina Tennessee and Utah.

Please note UMG is not enrolled in E-Verify in California and New York and cannot support employment of candidates whose employer must enroll in E-Verify for example candidates on STEM-OPT.

For more information please click on the following links.

E-Verify Participation Poster:English / Spanish

E-Verify Right to Work Poster:EnglishSpanish