Senior Software Engineer – CSM, Service Portal

This is a fully remote position, open to applicants in India.

📋 Description

• Oversee, coach, and mentor a team of Software Engineers.

• Develop professional services projects tailored for customers.

• Implement and create customizations in ServiceNow based on functional and technical requirements, industry best practices, and internal coding standards.

• Collect systems requirements from end-users, IT departments, and key stakeholders for CSM and Service Portal.

• Customize ServiceNow applications and manage the rollout of new applications and modules.

• Configure Application UI, Workflows, work orders, transfer orders, inventory, and technician locations.

• Set up REST/SOAP integrations between ServiceNow and other applications.

• Assist customers in comprehending technical solutions to fulfill business needs.

• Collaborate with technical SMEs to gather environmental information supporting service maps and event work.

• Reflect impact assessment rules within service maps and validate them in collaboration with SMEs and stakeholders.

• Engage in user acceptance testing for maps, impact rules, and event management tasks.

• Promote update sets and data across relevant ServiceNow environments.

• Address production incidents pertinent to the role's responsibilities.

• Coordinate with the existing ServiceNow technical lead to uphold consistent methodologies and shared patterns.

• Maintain operational documentation and standard operating procedures (SOPs).

⛳️ Requirements

• Minimum of 4 years’ experience in the implementation, administration, configuration, and/or development of ServiceNow across two or more capabilities, including CSM and Service Portal.

• Experience in integrating ServiceNow with other systems/platforms through mid servers and cloud-to-cloud integrations.

• Familiarity with Web Services Integration using SOAP and REST.

• Experience with bi-directional, automated integrations between two systems.

• Proficiency in data extraction technologies such as JDBC and ODBC, or ETL integrations.

• Proven track record in implementing ServiceNow CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and Workflows to satisfy business needs.

• In-depth knowledge of the ServiceNow CMDB and associated processes.

• Understanding of ServiceNow scripting, including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and Script Includes.

• Capability to produce technical design documents and user documentation.

• A bachelor's degree in Computer Science, Computer Engineering, or Information Systems, or equivalent work experience.

• Willingness and capability to pursue further education within the ServiceNow platform and beyond.

• Expected to earn ServiceNow competency certifications and module accreditations.

• Preferred certifications include ITIL Foundation; ServiceNow CSA and CAD.

🏝️ Benefits

• Official ServiceNow training provided.

• Opportunity to obtain multiple ServiceNow certifications.

• Support and guidance on project undertakings.

• A diverse and inclusive work environment.

• An equal opportunity workplace and affirmative action employer.

• Disability accommodations available.