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 Valuable 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. Youll grow into the go-to person for ITSM + AI domain knowledge. Qualifications

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

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.

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