Job Description

Seeking a Senior Software Engineer to join the ITSM Engineering team in Hyderabad. This is a multi-faceted role requiring robust 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.

📌 Sr Software Engineer (Hyderabad)
🏢 ServiceNow
📍 Hyderabad