Sr Software Engineer

Seeking a Senior Software Engineer to join the ITSM Engineering team in Hyderabad. This is a multi-faceted role requiring strong engineering fundamentals, AI/GenAI product experience, customer empathy, and the ability to ramp quickly on the ServiceNow platform. Technical Skills Required: • Strong JavaScript/Node.js, engineering fundamentals • REST/SOAP API design and integration • Automated testing (unit + integration) and CI/CD pipeline experience • Solid understanding of data modeling and query optimization AI/GenAI Skills Good to Have: • Hands-on experience with LLM-integrated features: prompt design, context injection, output tuning, guardrails • Experience with NLU/intent classification or conversational AI systems • Familiarity with ML-driven automation (classification, clustering, recommendation systems) Technical Skills Good to Have (weighted heavily in evaluation): • ServiceNow platform scripting (Glide APIs, Script Includes, Business Rules, Scripted REST APIs) • Now Experience UI Framework / Service Portal (Angular-based) • Now Assist, Virtual Agent/NLU, or Predictive Intelligence hands-on experience • ServiceNow Automated Test Framework (ATF) Key Responsibilities: • Own end-to-end feature delivery: design, build, test, and ship ITSM + AI/ML solutions • Support and troubleshoot customer issues; drive root-cause analysis and fixes • Guide product enhancements based on customer feedback and operational insights • Mentor junior developers on technical design, problem-solving, and best practices • Become a domain expert: understand how the ITSM application and its AI features work end-to-end • Flexible for FDE (Forward Deployed Engineer) engagements: customer deployments, on-site troubleshooting, and customization guidance as needed • Drive operational excellence: KTLO, incident response, escalations This role requires someone equally comfortable writing clean backend code, tuning an NLU/LLM-based feature, mentoring a developer, and jumping on a customer call to unblock a deployment. You'll grow into the go-to person for ITSM + AI domain knowledge.

Required: • 6+ years software engineering experience (backend, frontend, or full-stack) • Strong JavaScript/Node.js, React and API integration skills • Hands-on experience with AI/GenAI or ML-driven features (LLM prompting, NLU, classification models, or similar) • Strong debugging and root-cause analysis skills • Comfortable with customer interaction and support scenarios • Experience mentoring junior developers • Agile/sprint-based development experience Good to Have (top priority when comparing candidates): • ServiceNow platform development experience (scripting, Now Experience, ATF) • Now Assist, Virtual Agent/NLU, or Predictive Intelligence experience • ServiceNow Certified Application Developer (CAD) or System Administrator (CSA) • ITSM domain knowledge (incident, problem, change, asset management) • Field-facing or customer-engagement work

Work Personas We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service. Equal Opportunity Employer ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, national origin, age, disability, gender identity, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. Accommodations We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommo