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ServiceNow is seeking a Senior Software Engineer to join the ITSM Engineering team in Hyderabad. This is a multi-faceted role combining strong engineering fundamentals with AI/GenAI product experience, customer empathy, and rapid platform proficiency.
You will own end-to-end feature delivery across ITSM and AI/ML solutions—from design and build through testing and shipping. Key responsibilities include supporting and troubleshooting customer issues, driving root-cause analysis and fixes, guiding product enhancements based on customer feedback, and mentoring junior developers on technical design and best practices. You'll become a domain expert in how the ITSM application and its AI features work end-to-end, with flexibility for Forward Deployed Engineer (FDE) engagements including customer deployments, on-site troubleshooting, and customization guidance. You'll also drive operational excellence through KTLO, incident response, and escalation management.
This role requires someone equally comfortable writing clean backend code, tuning NLU/LLM-based features, mentoring developers, and jumping on customer calls to unblock deployments. You'll grow into the go-to person for ITSM + AI domain knowledge.
Technical Skills Required:
• 6+ years software engineering experience (backend, frontend, or full-stack)
• Strong JavaScript/Node.js, React, and API integration skills
• REST/SOAP API design and integration
• Automated testing (unit + integration) and CI/CD pipeline experience
• Solid understanding of data modeling and query optimization
• 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
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)
• ServiceNow Certified Application Developer (CAD) or System Administrator (CSA)
• ITSM domain knowledge (incident, problem, change, asset management)
• Field-facing or customer-engagement work
