ITSM Pod - Software Engineer III

About McDonald’s:

One of the world’s largest employers with locations in more than 100 countries, McDonald’s Corporation has corporate opportunities in Hyderabad. Our global offices serve as dynamic innovation and operations hubs, designed to expand McDonald's global talent base and in-house expertise. Our new office in Hyderabad will bring together knowledge across business, technology, analytics, and AI, accelerating our ability to deliver impactful solutions for the business and our customers across the globe.

Department Overview

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the strategic scaling and modernization of ServiceNow IT Service Management (ITSM) capabilities across McDonald’s global enterprise.

The Software Engineer III - ServiceNow ITSM is a hands-on senior technical lead, product delivery owner, and platform architect responsible for spearheading the end-to-end architecture, technical design, and delivery execution of advanced ServiceNow ITSM solutions within the ServiceNow Golden Instance ecosystem. This role leads major platform engineering initiatives, high-complexity systems integrations, and capability expansions. Serving as a senior individual contributor and technical mentor, the Software Engineer III collaborates directly with Senior Directors, Product Managers, Enterprise Architects, and global IT stakeholders to translate enterprise IT strategies into high-performance technical roadmaps, ensuring delivered solutions are secure, scalable, highly automated, and strictly aligned with enterprise platform governance.

Duties

• Own technical delivery for the ITSM engineering pod and serve as its lead technical authority.
• Define solution specifications, design patterns, data models, and architecture for complex ServiceNow capabilities.
• Lead design reviews and code audits to ensure enterprise standards, quality, and low technical debt.
• Guide sprint execution, resolve technical blockers, and ensure delivery commitments are met.
• Lead engineering across Major Incident, Problem, Change, Service Operations Workspace, CMDB/CSDM 4.0, and Discovery.
• Architect secure, resilient integrations with monitoring, SIEM, CI/CD, identity, and collaboration platforms using Integration Hub, REST/SOAP APIs, Kafka, and event-driven messaging.
• Translate business priorities with Product Managers, ESM leaders, and IT stakeholders into sequenced backlogs, user stories, and milestones.
• Balance feature delivery with platform health, technical debt reduction, refactoring, and upgrade readiness.
• Maintain strong platform health and ServiceNow HealthScan scores.
• Use ATF and CI/CD pipelines to accelerate releases and reduce production risk.
• Lead readiness, testing, cutover, and validation for major ServiceNow upgrades.
• Mentor engineers on ServiceNow development patterns, clean coding, and architecture.
• Serve as the senior escalation point for critical outages, leading root-cause analysis and preventive remediation.
• Document engineering standards, reusable scripts, and technical designs.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Systems, Software Engineering, or equivalent technical field; Master’s degree preferred.
• Experience: 8+ years of progressive experience in ServiceNow platform engineering and technical delivery (or 6+ years with a Master’s degree).
• Proven track record leading technical delivery for enterprise ITSM implementations in a global Fortune 500 environment.
• Expert in ServiceNow architecture, scripting, Business Rules, Flow Designer, Integration Hub, and UI configuration.
• Strong experience with CMDB, CSDM 4.0, Service Operations Workspace, Service Catalog, and Performance Analytics.
• Skilled in REST/SOAP APIs, OAuth, webhooks, MID Server clustering, and asynchronous integrations.
• Proven ability to design scalable enterprise solutions, lead platform migrations, and guide Agile technical teams.
• Strong knowledge of ITIL, enterprise architecture, ATF, and platform security governance.

Certifications

• ServiceNow Certified System Administrator (CSA) - Required
• ServiceNow Certified Application Developer (CAD) - Required
• ServiceNow Certified Implementation Specialist - IT Service Management (CIS-ITSM) - Required
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) - Strongly Preferred
• ITIL v3 / v4 Managing Professional / Expert - Preferred

McDonald’s is the world’s leading global foodservice retailer with over 40,000 locations in over 100 countries. Approximately 95% of McDonald’s restaurants worldwide are owned and operated by independent local business owners. At McDonald’s, we lead through our values centered on inclusivity, service, integrity, community, and family. Here is your chance to get in on something special as we grow our corporate team in India and allow you to grow your career.