ServiceNow Senior Software Engineer - CSM + Service Portal

This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a ServiceNow Senior Software Engineer – CSM & Service Portal based in India.

We are seeking an experienced ServiceNow Senior Software Engineer specializing in Customer Service Management (CSM) and Service Portal to lead and deliver complex enterprise-level solutions. In this role, you will drive the design, development, configuration, and integration of ServiceNow applications to address diverse business needs. You will work closely with customers, technical stakeholders, and engineering teams to translate functional requirements into scalable, high-quality technical solutions. Beyond hands-on development, you will provide technical guidance, mentor fellow engineers, and promote best practices across projects. You will also contribute to platform integrations, workflow optimization, and the continuous improvement of enterprise service experiences. This is an opportunity to work on challenging global projects while expanding your expertise within the evolving ServiceNow ecosystem.

Accountabilities:

• Lead, coach, and mentor a team of Software Engineers, supporting their technical development and ensuring high-quality project delivery.
• Design, develop, configure, and customize ServiceNow applications based on functional and technical requirements, following established development standards and best practices.
• Gather and analyze requirements from end users, IT teams, and key stakeholders, particularly across Customer Service Management (CSM) and Service Portal capabilities.
• Configure and customize ServiceNow modules, application interfaces, workflows, work orders, transfer orders, inventory management, and technician location functionalities.
• Design, develop, and maintain integrations between ServiceNow and external applications using REST, SOAP, web services, MID Servers, and cloud-to-cloud connectivity.
• Guide customers in understanding technical solutions and translating their business requirements into effective ServiceNow implementations.
• Collaborate with technical subject matter experts to gather infrastructure and environment information and support service mapping, event management, and impact assessment activities.
• Define, validate, and maintain service maps and impact assessment rules in collaboration with technical teams and stakeholders.
• Participate in user acceptance testing (UAT) to validate service maps, impact rules, and event management implementations.
• Manage and promote update sets and data across relevant ServiceNow environments.
• Investigate and resolve production incidents related to assigned solutions, ensuring platform stability and operational continuity.
• Coordinate with technical leads to maintain architectural consistency and ensure new developments align with existing technical standards and shared patterns.
• Maintain technical documentation, operational procedures, and standard operating procedures (SOPs) to improve efficiency and minimize support risks.

Requirements:

• At least 4 years of experience implementing, administering, configuring, or developing ServiceNow solutions across two or more platform capabilities, particularly CSM and Service Portal.
• Strong hands-on experience integrating ServiceNow with external systems and platforms through MID Servers and cloud-to-cloud architectures.
• Proven experience with web service integrations, including REST and SOAP, as well as automated and bidirectional system integrations.
• Familiarity with data extraction technologies such as JDBC and ODBC, as well as ETL-based integration approaches.
• Demonstrated experience implementing and configuring ServiceNow CMDB, Discovery, Software Asset Management (SAM), IT Service Management (ITSM), Service Catalog, and workflows.
• In-depth understanding of ServiceNow CMDB architecture, configuration, and associated processes.
• Strong knowledge of ServiceNow scripting and development, including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and Script Includes.
• Ability to produce clear technical design documents, implementation documentation, and user guides.
• A bachelor's degree in Computer Science, Computer Engineering, Information Systems, or a related discipline, or equivalent practical professional experience.
• Willingness to pursue continuous learning and professional development within the ServiceNow ecosystem, including relevant certifications and module accreditations.
• Strong leadership, mentoring, communication, and stakeholder management skills, with the ability to collaborate effectively across distributed teams.
• Excellent analytical and problem-solving abilities, attention to detail, and a proactive approach to resolving technical challenges.
• Ability to manage multiple priorities, adapt to changing project requirements, and consistently deliver reliable, customer-focused solutions.

Preferred Certifications:

• ITIL Foundation.
• ServiceNow Certified System Administrator (CSA).
• ServiceNow Certified Application Developer (CAD).

Benefits:

• Remote Work: Enjoy the flexibility of working remotely from India.
• Professional Development: Access official ServiceNow training and opportunities to expand your technical expertise.
• Certification Support: Opportunities to pursue multiple ServiceNow certifications and module accreditations.
• Career Growth: Work on complex, large-scale enterprise projects and strengthen your experience across the ServiceNow platform.
• Collaborative Environment: Join a global team of ServiceNow professionals, technical experts, and experienced engineers.
• Inclusive Workplace: Be part of a diverse and respectful working environment where individual contributions are valued.
• Equal Opportunities: Benefit from an inclusive recruitment and employment approach committed to equal opportunity and accessibility.

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