Software Engineering Manager - II

ServiceNow Engineering Manager -CSM, FSM, MCO,APOFocused

Key Responsibilities

• Lead, Mentor andmanagethe tech Leads and Developer to design ServiceNow solutions across different Application and Modulesof Customer Serviceapplication.

• 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, NowAssistand other ServiceNow AI related components.

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

• Responsiblefor HLD, LLDs and Translate 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 accountspayable processes.

• Stay current with ServiceNow releases and recommend adoption ofnew features relevant to customer service, field operations, and manufacturing.

Modules Expertise

• ITSM () Goodto 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 expertisewith 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.

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Qualifications

• Bachelor’s or Master’s degree in Computer Science, Information Systems, or related field.

• 12+ years of IT experience, with at least 8+ years in ServiceNow architectureand Integration.

• Strong experiencein designing and hands-onwriting optimized Code on JavaScript, Glide API’s, AngularJS, XML’s, Virtual Agentic AI, Predictive Intelligence, Workspace, Process Automation playbooks

• Strong experience in Optimizing existing setup/Designto ensure performance and maintainability is continuously improved using ServiceNowbest practices.

• Strong integration experience using REST/SOAP, IntegrationHubAPIs, JDBP, Emailsor via Mid Servers. Imports and exports best practice of platform

• Proven expertiseinone of the modulesCSM (case management, portals, omni-channel, workflows), FSM (field operations, scheduling, mobile enablement), and APO/MCO (product catalogs, lifecycle governance, compliance).

• ServiceNow certifications are anytwo (CIS-ITSM,CIS-CSDM,CIS-CSM, CIS-FSM, or equivalent) preferred.

• Excellent communication, leadership, stakeholder management with presentation skills.

• Contributes strategic vision and integrates a broad range of ideas regardingapplications development