ServiceNow Engineering Manager - CSM, FSM, MCO, APO Focused****Key Responsibilities

- Lead, mentor, and manage the tech leads and developers to design ServiceNow solutions across different applications and modules of the Customer Service application.

- Drive project management and Agile practices using sprint planning based on scope and deliverables.

- Establish performance goals, conduct regular reviews, and foster a culture of accountability and continuous improvement.

- Ensure platform stability, scalability, and maintainability by enforcing coding standards, testing practices, and release management processes.

- Translate business requirements into actionable engineering tasks and ensure cross-functional collaboration across CRM, ERP, IoT, and other enterprise systems.

- Manage and oversee integrations with SAP, Salesforce, and other enterprise platforms. Must have experience in GenAI, NowAssist and other ServiceNow AI related components.

- Define the architecture, standards, policies, framework, and best practices for automation in line with Enterprise Architecture, Infrastructure and Security policies, whilst supporting wider consumption of the platform to drive process automation.

- Responsible for HLD, LLDs, and translating complex business requirements into scalable, maintainable, and upgrade-friendly ServiceNow solutions.

- Collaborate with product owners, business stakeholders, and technical teams to ensure alignment with enterprise goals.





- Provide technical leadership and mentorship to developers and administrators.

- Ensure seamless workflows across case management, field operations, manufacturing, and accounts payable processes.

- Stay current with ServiceNow releases and recommend adoption of recent features relevant to customer service, field operations, and manufacturing.

Modules Expertise

- ITSM (Good to have)

- CSM (Customer Service Management) - Must have.

- FSM (Field Service Management): Good to have.

- S2P (Source to Pay) - Good to have.

- MCO (Manufacturing Connected Operations): Optional.

- APO (Accounts payable Operation) - Good to have.

- Case management, workflows/Flow Designer automation, omni-channel engagement, and Employee Center / Customer portals.

- Ability to liaise with customer service teams, support managers, and design seamless integrations with CRM systems.

- Workforce scheduling, dispatch optimization, mobile field agent enablement, and asset tracking.

- Experience in designing workflows for preventive maintenance, service requests, and field operations efficiency.

- Integration expertise with ERP and external ticketing systems to streamline service delivery.

- Product lifecycle management, ownership models, and governance frameworks.

- Ability to deliver product catalogs, ownership hierarchies, compliance reporting, and advanced analytics.

- Liaise with product owners, Architects portfolio managers, and manufacturing stakeholders to align IT solutions with operational goals.

📌 Software Engineering Manager - II (Bengaluru)
🏢 Ecolab Global Services
📍 Bengaluru