Senior Software Engineer

• Lead moderately complex initiatives and deliverables within technical domain environments
• Contribute to large scale planning of strategies
• Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments
• Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures
• Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements
• Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals
• Lead projects and act as an escalation point, provide guidance and direction to less experienced staff
• Design, engineer, and optimize enterprise-grade ITSM solutions on the ServiceNow platform
• ITSM Module Expertise: Design, implement, and enhance ServiceNow ITSM modules
• Configure SLAs, workflows, business rules, notifications, and catalog items to improve ITSM process maturity
• Custom Development & Scripting: Develop solutions using Glide Scripting, Business Rules, Client Scripts, Script Includes, UI Policies/UI Actions, Flow Designer & Workflows
• Build custom logic to meet ITSM automation, data transformation, and orchestration requirements
• Integrations & Automation: Implement and support integrations between ServiceNow and IT tools
• Develop REST/SOAP APIs, IntegrationHub spokes, and automated workflows to streamline ITSM operations
• Collaborate with platform architects for robust, secure, and scalable integration design
• Platform Administration & Governance: Perform platform configuration, ACL management, access roles, and data policies related to ITSM
• Support instance upgrades, manage update sets, resolve conflicts, and ensure pre/post-upgrade validation
• Monitor platform health, performance, and adherence to best practices
• Technical Leadership & Process Improvement: Work closely with ITSM process owners to translate ITIL-aligned requirements into technical solutions
• Provide technical leadership in design discussions, peer reviews, and architectural decisions
• Mentor junior developers and support team knowledge growth
• Identify opportunities for automation, optimization, and continuous improvement in ITSM processes
• Agile Delivery: Participate in Scrum ceremonies, backlog refinement, PI planning, and sprint execution
• Provide accurate estimations, technical feasibility analysis, and risk identification

• 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
• 6+ years of experience in ServiceNow development with a strong ITSM module focus
• Hands-on expertise with: Incident/Problem/Change/Request/Knowledge modules, Service Catalog & Record Producers, CMDB relationships supporting ITSM, Workflows & Flow Designer
• Strong knowledge of ITIL v4 principles
• Proficiency in JavaScript, Glide APIs, JSON, XML, and ServiceNow UI configuration
• ServiceNow certifications: CSA – Certified System Administrator, CAD – Certified Application Developer, CIS – ITSM (highly preferred)
• Experience with ATF (Automated Test Framework)
• Familiarity with DevOps, Git, Azure DevOps, or similar tooling
• Exposure to ITOM Foundation (Discovery, Event, CMDB enrichment) is a plus
• Experience working in large-scale enterprise environments
• Strong communication and stakeholder engagement skills
• Ability to guide solution design and influence ITSM architecture
• Analytical thinker with strong debugging and problem‑solving capabilities
• Team player with a collaborative, proactive mindset
• Bachelor’s or Master’s degree in Computer Science, Engineering, or related field

Exposure to ITOM Foundation (Discovery, Event, CMDB enrichment) is a plus

• Opportunity to lead ITSM transformation initiatives
• Collaborative, dynamic engineering culture
• Professional development, certifications, and continuous learning opportunities
• Ability to influence and shape enterprise ITSM strategy