Why this role exists:

The Senior Engineer - ServiceNow delivers end-to-end technical configuration, development, integration, and platform design within an engineering pod. The role ensures that ServiceNow solutions across ITSM, ITOM, HRSD, CSM, SecOps, or GRC align with platform-standard design patterns, remain upgrade-safe, and drive operational efficiency.

By balancing out-of-the-box functionality against custom build requirements, the role provides strong technical judgment to simplify processes and reduce technical debt. It contributes to platform-wide standards and elevates pod engineering practices through technical guidance, code review, and active collaboration.

Where you will make a difference:

In this role you will:

Platform Solution Design and Delivery:

- Translate complex business requirements into maintainable, upgrade-safe ServiceNow architecture and designs.
- Configure and build across core platform capabilities including Flow Designer, Service Portal, Service Catalogue, scoped applications, and reporting.
- Evaluate and defend configure-versus-customise decisions, maintaining detailed documentation for platform choices.
- Design platform integrations using standard IntegrationHub patterns and spokes, avoiding bespoke middleware where platform capabilities exist.

Pod Contribution and Execution:

- Work as an active member of an engineering pod, contributing to sprint planning, estimation, and backlog refinement.
- Take shared ownership of end-to-end pod deliverables, extending focus beyond the ServiceNow boundary to achieve target business outcomes.
- Provide honest estimates of technical risk and effort during sprint commitments.
- Identify and raise technical blockers and risks early to minimise delivery impact.
- Pick up tasks outside the immediate ServiceNow boundary as pod needs require and capability allows.
- Leverage AI-assisted engineering tools as standard practice during code generation, test automation, and refactoring, maintaining rigorous human peer review as the commit gate.

Quality Assurance and Testing:

- Build and maintain Automated Test Framework (ATF) test suites to protect regression-critical workflows.
- Conduct peer code reviews, ensuring strict adherence to update set hygiene, environment management, and deployment standards.
- Enforce the pod's Definition of Done across all technical deliverables.

Platform Support and Operations:

- Provide senior support for production ServiceNow instances, driving incident resolution, problem investigation, and permanent fixes.
- Perform routine platform administration including access controls, instance configuration, and performance tuning.




- Participate in platform upgrade cycles through impact assessments, remediation, and regression testing.
- Follow ITIL incident, problem, and change management practices.

Continuous Improvement and Capability Building:

- Mentor engineers through code reviews, technical pairing, and solution walkthroughs to build platform capability.
- Cross-skill into adjacent technology domains such as integration, automation, testing, and cloud as pod needs evolve.
- Document system design patterns and operational knowledge to reduce single-point dependency risks.
- Research new ServiceNow features to identify opportunities for process simplification, automation, and technical debt reduction.

Who you will be working with:

- Pod Teams: Collaborate with Product Orchestrators and other engineers to design and deliver features.
- Platform Engineering Teams: Liaise with Platform, Domain Architecture, Security, and Service Management teams to ensure architectural alignment.
- Business Stakeholders: Engage with business process owners to refine requirements and translate operational needs into solution designs.
- External Technology Vendors: Liaise with ServiceNow specialists, implementation partners, and support vendors to resolve platform issues.

What success looks like:

- Solution Quality: ServiceNow solutions are delivered upgrade-safe, maintainable, well-documented, and aligned to standard platform design patterns.
- Delivery Reliability: Sprint commitments are consistently met with high-quality technical execution and low defect rates.
- Operational Resilience: Production incidents are investigated and resolved efficiently, with ATF suites minimising upgrade regression impact.
- Engineering Standards: Peer reviews and technical guidance lead to high standards of update set hygiene and code quality across the pod.
- Demonstrates behaviours aligned to Officeworks values, contributing to a respectful, inclusive and high-performing culture.

How you will lead:

Individual Contributor:

- Lives our Officeworks values and behaviours
- Proactively contributes to a safe working environment, escalates appropriately if there are unsafe conditions or inappropriate behaviour
- Operates in line with applicable Officeworks company policies and Code of Conduct




- Demonstrates a strong sense of personal accountability and curiosity to learn and develop
- Contributes to an inclusive and respectful environment where diverse perspectives are valued and everyone feels safe to speak up and belong

Our Values:

Our values shape the way we work, our behaviours and how we interact with each other, our customers, suppliers and communities.

We begin with customer:

- We start with our customer needs in every decision.
- We offer simple, helpful and affordable solutions.
- We listen, learn and continuously improve.

We do the right thing:

- We lead with integrity and care for our team communities and planet.
- We work together safely and treat everyone with respect, inclusion, and trust.
- We collaborate across teams and think Officeworks-wide.

We execute with accountability:

- We are accountable for our decisions, actions, results, and mistakes.
- We stay across the details and focus on delivering what matters.
- We move with pace and agility to deliver outcomes.

We lead with ambition:

- We set bold ambitions that help us to win and transform.
- We are courageous with recent ideas.
- We focus on transformation, not incremental steps.

Qualifications and work experience:

Essential:

- Education: Tertiary degree in Information Technology, Computer Science, or a related field.
- Certification: Certified ServiceNow System Administrator (CSA).
- RPA (1-2 Yrs hands on exp required)
- Experience: Minimum of 6+ years hands-on experience configuring and developing on the ServiceNow platform in production environments.
- Product Depth: Demonstrated experience across ITSM and at least Two additional product area (ITOM, HRSD, CSM, SecOps, or GRC).
- Integration Skills: Hands-on experience developing REST/SOAP integrations using IntegrationHub, spokes, and MID Servers.
- Technical Development: Proficiency in JavaScript, HTML/CSS, JSON, XML, business rules, client scripts, and Service Portal.
- Quality Assurance: Applied experience using the Automated Test Framework (ATF) for test automation.
- Delivery Practice: Practical experience working in Agile, Scrum, or Kanban team structures.
- Continuous Support: Experience resolving complex incidents within ITIL-aligned incident and problem management environments, with a track record of driving root cause remediation.
- Advanced Certifications: Certified Application Developer (CAD) or Certified Implementation Specialist (CIS).

Good to Have:

- Retail Context: Experience within retail, omnichannel, or fast-paced commercial environments.
- Modern Tooling: Experience working with AI-assisted engineering tools and automated test frameworks.

📌 Senior Engineer - ServiceNow (Bengaluru)
🏢 Officeworks
📍 Bengaluru