Custom Software Engineer

Project Role : Custom Software Engineer Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs. Must have skills : ServiceNow IT Service Management (ITSM) Good to have skills : NA Minimum 7.5 year(s) of experience is required Educational Qualification : 15 years full time education

POSITION TITLE Manager, ServiceNow R&D Engineer Lead - CSM

ROLE SUMMARY As the CSM Engineering lead you will be at the forefront of the digital transformation journey. You will leverage your technical expertise to drive the design, development, and delivery of enterprise grade Customer Service Management solutions on the ServiceNow platform. Your role will be pivotal in ensuring that our Colleagues have access to the services they need to support the operations.

ROLE RESPONSIBILITIES

The ServiceNow CSM Engineering Lead is a strategic technical leader responsible for architecting, delivering, and governing enterprise-grade Customer Service Management solutions on the ServiceNow platform. This role drives the transformation of customer service operations by designing scalable digital workflows, optimizing case and knowledge management processes, and enabling seamless omnichannel engagement. Acting as the platform s engineering authority, the CSM Engineering Lead oversees end to end solution delivery—from requirement shaping and technical design to development, testing, deployment, and operational support. They ensure all CSM capabilities are engineered using best practice configurations, robust integrations, and strong architectural principles aligned with enterprise governance, security, and compliance frameworks. The role leads and mentors a multidisciplinary engineering team, guiding them on technical execution, coding standards, solution consistency, and continuous improvement. Through close partnership with Product Owners, Architects, Process SMEs, and business stakeholders, the Lead translates service experience strategies into actionable solutions that improve agent productivity, reduce case handling times, and enhance customer satisfaction.

BASIC QUALIFICATIONS

Applicant must have a Bachelor s degree with at least four years of relevant experience OR Master s degree with two years of relevant experience. 3 years of ServiceNow experience. ServiceNow Certified System Administrator and ServiceNow Certified Application Developer. Demonstrate project development, communication, and documentation skills to organize successful delivery of ServiceNow ECP based solutions. Demonstrate ability to work and communicate collaboratively with different business areas to deliver ECP based solutions. Comfortable working with translating functional requirements into technical designs. Excellent communication skills are crucial.