Senior Software Engineer (ServiceNow)

Module Expertise: Customer Service Management (CSM) and App Engine

About the Role

We are looking for a Senior Software Engineer with strong ServiceNow expertise to take end-to-end technical ownership of platform implementations. You will ensure solution quality, performance, and adherence to best practices across CSM and App Engine engagements.

Key Responsibilities

•Lead technical design and development of ServiceNow solutions using App Engine and CSM components

•Define and implement solution architecture, configuration standards, and coding guidelines

•Review technical designs, scripts, integrations, and data models

•Guide developers and integration specialists during build and defect resolution phases

•Maximise use of Out-of-the-Box (OOTB) ServiceNow capabilities and minimise unnecessary customisation

•Support data migration and integration design decisions

•Coordinate with QA teams during SIT and UAT to resolve defects

•Support release planning, cutover, and go-live activities

•Configure and customise ServiceNow applications including forms, lists, UI Policies, UI Actions, and workflows

•Develop, test, and maintain Business Rules, Client Scripts, and Script Includes following ServiceNow best practices

•Build and enhance automation using Flow Designer, including approvals and notifications

•Support Service Portal configuration, widgets, and portal customisations

•Assist in integration development using REST and SOAP APIs

•Analyse, troubleshoot, and resolve defects identified during SIT and UAT

•Support data migration activities including data load validation, reconciliation, and post-migration fixes

•Perform unit testing and support defect fixes during release cycles

•Participate in technical design discussions and provide input on feasibility and effort estimation

•Adhere to coding standards, performance guidelines, security controls, and documentation practices

Required Skills and Experience

•Strong hands-on experience with ServiceNow App Engine, CSM, Flow Designer, Business Rules, and Script Includes

•Experience with REST and SOAP API integrations and MID Server

•Knowledge of ServiceNow security model including roles and ACLs

•Strong working knowledge of JavaScript and Glide API

•Experience with update sets, deployments, and environment management

•Practical experience in CSM module implementations

•Exposure to Automated Test Framework (ATF) or AutomatePro is an advantage

•Experience in government or regulated environments is an advantage

Certifications (Mandatory)

•ServiceNow Certified System Administrator (CSA)

•ServiceNow Certified Implementation Specialist — Customer Service Management (CIS-CSM)

Educational Qualifications

•Bachelor's degree in Computer Science, Information Technology, Electronics, or a related engineering discipline

•Master's degree (MTech, MCA, or equivalent) is preferred