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 an Engineering Manager to lead, scale, and evolve our ServiceNow platform. You will champion a strategic vision for a platform supporting 7,000+ users, balancing deep technical acumen with people leadership to drive platform innovation and deliver complex, high-value initiatives. As the primary technical authority, you will navigate ambiguous priorities to translate business needs into robust, scalable, and secure architecture. By mentoring a high-performing team and fostering a culture of technical excellence, you will ensure our ServiceNow ecosystem remains a resilient, long-term asset aligned with Toast ’s enterprise strategy. A day in the life (Responsibilities) Define and Drive the long-term platform vision and technical strategy, ensuring alignment business needs and scaling requirements. Architect data-driven roadmaps that prioritize high-value automation, platform UX/UI optimization, and the integration of emerging AI capabilities (NowAssist, Virtual Agent, MCP Integrations). Hands-on execution, configuration, and customization of the platform while leading the technical architecture and engineering of the ServiceNow ecosystem, governing system design, integration frameworks, and data-driven platform optimizations. Direct the full product lifecycle for ServiceNow modules, aggressively managing technical debt and balancing new feature velocity with platform stability. Establish and enforce rigorous performance metrics and service level agreements across all ServiceNow workflows to ensure optimal system responsiveness and user productivity. Oversee structural integrity through security hardening, biannual upgrade cycles, and hands-on guidance for Flow Designer and IntegrationHub development, and Performance management. Act as the primary technical authority