Lead / Senior Service Now Engineer

Enterprise Integrations | Hands-on Technical Lead

Experience

8-12+ years overall; 5-7+ years hands-on Service Now engineering

Preferred Background

Service Now Product Engineering, Professional Services, Customer Outcomes, or equivalent enterprise engineering experience

Role Overview

We are looking for a highly experienced, hands-on Lead / Senior Service Now Engineer to take technical ownership of an enterprise Service Now solution and lead the development of complex integrations, workflows, user experiences, and platform capabilities. This is an engineering role rather than a Service Now administration or purely functional consulting position.

The ideal candidate will combine deep Service Now platform expertise with enterprise integration engineering, production ownership, strong solution-design judgement, and excellent stakeholder communication. The engineer should be able to take a business requirement from discovery through technical design, implementation, deployment, troubleshooting, and production support.

Key Responsibilities

Service Now Engineering & Technical Ownership

- Own the technical design, development, enhancement, and production support of enterprise Service Now applications.
- Design scalable, maintainable, reusable, and upgrade-safe solutions using Service Now platform capabilities and engineering best practices.
- Develop server-side functionality using Java Script, Glide APIs, Script Includes, Business Rules, Events, Scheduled Jobs, and asynchronous processing.
- Develop client-side functionality using Client Scripts, UI Policies, UI Actions, Workspace actions, and Service Now client APIs.
- Design Service Now data models including tables, relationships, reference fields, dictionary configuration, auditing, and data-integrity controls.
- Make sound architectural decisions between configuration, low-code capabilities, scripted development, and custom components.

Enterprise Integration Engineering

Design and implement secure, scalable integrations between Service Now and external enterprise platforms. Strong hands-on experience is expected in:

- Integration Hub, including custom spokes, actions, subflows, and Connection & Credential Aliases.
- RESTMessageV2, Scripted REST APIs, and inbound/outbound REST integrations.
- OAuth 2.0, API authentication/authorization, JSON request/response processing, pagination, webhooks, and callbacks.
- MID Server and connectivity patterns for private or restricted enterprise systems.
- Integration resilience: retries, timeout handling, idempotency, duplicate prevention, rate limiting, exception handling, reconciliation, and traceability.
- Synchronous versus asynchronous integration patterns and appropriate use of event-driven processing.

CSM & Case Management

- Design and enhance case lifecycle, assignment/routing, agent queues, priorities, approvals, SLAs, email processing, notifications, work notes, and related records.
- Build business workflows around Service Now cases rather than treating Service Now only as a ticketing platform.

Configurable Workspace & UI Builder

- Build modern user experiences using Configurable Workspace and UI Builder.
- Develop Workspace configuration, Declarative Actions, Data Resources, components, contextual panels, dynamic forms, related lists, and user actions.




- Create intuitive interfaces that allow business users to interact with workflows and backend services without leaving Service Now.

Flow Designer / Workflow Studio

- Design reusable flows, actions, subflows, decision logic, approvals, triggers, asynchronous execution, and exception handling.
- Apply sound judgement on when logic belongs in Flow Designer versus Business Rules, Script Includes, Events, or integration services.

Security & Access Control

- Design ACLs, roles/groups, table- and field-level security, API security, service accounts, credential management, and least-privilege access.
- Understand user-context propagation and preserve end-user authorization/entitlements when Service Now retrieves information from external systems.
- Maintain appropriate audit logging and traceability for sensitive or business-critical operations.

Production Engineering & Support

- Own business-critical Service Now applications in Production and independently troubleshoot issues across UI, workflow, API, external systems, and response handling.
- Perform Service Now log analysis, REST/API debugging, Flow execution troubleshooting, Business Rule and Script Include debugging, integration-failure analysis, and performance troubleshooting.
- Lead defect resolution, root-cause analysis, hotfixes, rollback planning, post-release validation, and production monitoring.

Release & Platform Governance

- Manage DEV / TEST / UAT / PROD promotion using appropriate Service Now release practices.
- Strong knowledge of Update Sets, Scoped Applications, Application Repository, source control, deployment planning, rollback, and environment-specific configuration.
- Use Automated Test Framework (ATF) and other validation practices where appropriate.
- Understand clone considerations, platform upgrades, technical debt, and upgrade-safe development.
- Establish and enforce engineering standards across the Service Now solution.

AI & Modern Integration Exposure

Experience integrating Service Now with AI, enterprise search, or external intelligence platforms is highly desirable. The candidate does not need to be an AI/ML engineer, but should be comfortable with:

- Sending user, case, and workflow context to external APIs.
- Consuming structured responses from backend or AI services and writing them safely to Service Now records.
- Handling synchronous and asynchronous processing.
- Displaying generated or externally retrieved information within Workspace, including citations/source references where required.
- Maintaining audit history, traceability, feedback, and safe handling of partial responses or downstream failures.

Mandatory Technical Skills

Area

Required Capability

Service Now Platform

Platform Development, CSM/Case Management, Configurable Workspace, UI Builder, Integration Hub, Flow Designer/Workflow Studio, Script Includes, Business Rules, Client Scripts, UI Policies, ACLs, Events,



Scheduled Jobs, Glide APIs, data modelling, MID Server

Integration

REST APIs, RESTMessageV2, Scripted REST APIs, OAuth 2.0, JSON, webhooks, API security, asynchronous integration, retries, idempotency, exception handling, enterprise integration patterns

Programming

Advanced Service Now Java Script with strong server-side and client-side development skills

Engineering

Production debugging, performance analysis, release management, source control, testing, RCA, observability, and technical documentation

Preferred Qualifications

- Previous experience working directly at Service Now within Product Engineering, Professional Services, Customer Outcomes, Solution Consulting, or another deeply technical engineering function is highly preferred.
- Service Now Certified System Administrator (CSA) and Certified Application Developer (CAD).
- Relevant CIS certification, particularly CSM, and advanced Service Now architecture/integration credentials.
- Experience with AWS or another major cloud platform.
- Experience integrating Service Now with AI/GenAI or enterprise-search platforms.
- Experience in financial services or another highly regulated enterprise environment.

Communication & Technical Leadership

Excellent communication skills are mandatory. The candidate should be able to:

- Lead technical discussions with senior business and technology stakeholders.
- Translate ambiguous business requirements into Service Now architecture and implementable technical designs.
- Explain complex Service Now concepts clearly to non-technical stakeholders.
- Challenge requirements and designs constructively and present viable alternatives.
- Produce high-quality architecture, API, deployment, and RCA documentation.
- Lead production troubleshooting and incident calls while clearly communicating risks, dependencies, options, and trade-offs.
- Mentor engineers and establish Service Now engineering standards.

Ideal Candidate Profile

The ideal candidate has 8-12+ years of technology experience with at least 5-7+ years of deep hands-on Service Now engineering experience and has personally designed, developed, deployed, and supported complex Service Now solutions in Production. They demonstrate strong expertise across Service Now development, CSM, Configurable Workspace/UI Builder, Integration Hub, REST APIs, Java Script, Flow Designer, security, and enterprise integrations.

We are specifically looking for an engineer who can independently design and build solutions rather than a profile focused primarily on Service Now administration, configuration, functional consulting, or project management. A former Service Now engineer or deeply technical Service Now consultant with solid enterprise integration and client-facing experience would be particularly well suited.

Recruiter Screening Keywords

Service Now | Integration Hub | RESTMessageV2 | Scripted REST API | Java Script | Script Includes | Flow Designer | CSM | Configurable Workspace | UI Builder | OAuth | MID Server | ACL | Production Support

Five Non-Negotiables

- Deep hands-on Service Now development.
- Enterprise REST/API integration experience.
- CSM and Workspace/UI experience.
- Production ownership and troubleshooting capability.
- Excellent written and verbal communication.

📌 Lead_Senior_ServiceNow Engineer (India)
🏢 GK HR Consulting India Private
📍 India