Platform Stability, Observability & Performance

• Platform Health Ownership – Act as a primary custodian of the B.Now platform’s health, ensuring stability, performance, and availability for internal users and BHFS stakeholders. This includes continuous monitoring of system performance, identifying potential bottlenecks, and ensuring smooth operations across all instances.
• Proactive Monitoring & Alerting – Drive implementation of a unified monitoring and observability view for the platform, with dashboards covering mid servers, discovery agents, top critical integrations, and key performance analytics such as slow transactions, failed flows, and long-running jobs.
• On-Call & Incident Readiness – Ensure that P1/P2 incidents raised in or by ServiceNow trigger timely alerts (e.g., via PagerDuty) and that teams can rapidly diagnose, mitigate, and prevent recurrence of issues affecting critical services and BHFS obligations.

Automation, AI & Toil Reduction

• Automation & Toil Reduction – Lead initiatives that reduce manual effort across operations, configuration, and support by leveraging ServiceNow automation, IntegrationHub, and standard flow design patterns, freeing up engineering capacity for higher-value platform capabilities.
• AI-Augmented Operations – Partner with Product and ServiceNow to adopt Now Assist and agentic AI for use cases such as case triage, knowledge search, and developer productivity (“vibe coding”), aligned with Booking.com’s 2026 AI-augmentation targets and AI Control Tower governance.

Data, CMDB & Service Intelligence

• CMDB & CSDM Stewardship – In collaboration with the CMDB Manager oversee the health of the CMDB, CSDM alignment, and event-based discovery across AWS, GCP, corporate infrastructure, and voice networks, so that service maps and asset data remain accurate, compliant, and audit-ready.
• Service Mapping & Governance – Contribute to initiatives that move the organisation from asset visibility to service intelligence, using Service Mapping and ITOM capabilities to create governed relationships between technical components, applications, and business services.

Integration & Enterprise Enablement

• Integration Reliability – Own operational excellence for integrations between B.Now and key enterprise systems (e.g., Service Directory, Nemo, cloud platforms, HR and finance systems), including data quality standards, clear ownership models, and runbooks for diagnosing and resolving common issues.
• Cross-Platform Collaboration – Work closely with Central Tech, BHFS, and partner teams to ensure new capabilities, such as DORA reporting, asset management, and legal service delivery, are built on a trusted platform and aligned with Booking.com’s work-classification model (KTLO, Must-Do, Company Priorities).

Delivery, Architecture & Product Partnership

• Partner with Product Managers and stakeholders to shape roadmaps, priorities, and delivery plans.
• Balance short-term delivery needs with long-term platform sustainability and upgradeability.
• Provide architectural guidance to ensure solutions follow platform standards and avoid unnecessary customisation.
• Support data-driven prioritisation using clear metrics and outcome-focused reporting.

Continuous Improvement & Governance

• Platform Governance & ARB – Participate in and influence architectural governance (e.g., Architecture Review Board), ensuring new solutions follow Booking.com development guidelines, the TCM playbook, and platform standards, and remain supportable over time.
• Continuous Improvement Culture – Champion continuous improvement in operational processes, monitoring, and automation, using Service Health metrics, Performance Analytics indicators, and AI Control Tower insights to drive meaningful, data-driven change.

What We’re Looking For

• 5+ years of experience working with enterprise workflow platforms such as ServiceNow.
• Proven experience leading and developing engineering teams in complex, fast-paced environments.
• Strong understanding of ServiceNow architecture, configuration vs customisation trade-offs, and platform lifecycle management.
• Hands-on knowledge of ITSM, ITOM, ITAM, CMDB/CSDM, and enterprise integrations.
• Familiarity with cloud platforms (AWS, GCP), discovery, and event-driven architectures.
• Strong stakeholder management, communication, and decision-making skills.

Nice to Have

• ServiceNow certifications (CSA, CIS ITSM / ITOM / ITAM).
• Experience operating platforms in regulated or high-control environments.
• Background in large-scale, multi-team platform organisations.

Pre-Employment Screening

If your application is successful, your personal data may be used for a pre-employment screening check by a third party as permitted by applicable law. Depending on the vacancy and applicable law, a pre-employment screening may include employment history, education and other information (such as media information) that may be necessary for determining your qualifications and suitability for the position.