Principal Enterprise Software Engineer (ServiceNow)

About the Role:
As a Principal Enterprise Software Engineer (ServiceNow), you will lead high-impact software projects with substantial autonomy. Your role focuses on providing expert guidance, driving strategic technology initiatives, and ensuring that our enterprise applications maintain peak performance and reliability.

Responsibilities:

Customer & Business Impact

• Demonstrate Customer Obsessionby deeply understanding business needs and translating them into scalable, high-impact technology solutions
• Drive thought leadership, ensuring all initiatives are clearly defined, prioritized, and tied to business value realization
• Partner with stakeholders across GBS to deliver solutions aligned to strategic outcomes

Technology & AI Leadership

• Lead the design and implementation of ServiceNow platform including analytics, and agentic AI solutions
• Champion an AI-first mindset, identifying opportunities to embed intelligence, automation, and predictive capabilities into the ecosystem
• Stay tech-aware, bringing thought leadership in emerging technologies, modern data architectures, and cloud innovation

Execution Excellence & Metrics

• Establish and continuously improve metric-driven productivity frameworks, including KPIs, SLAs, and OKRs across delivery and operations
• Ensure high availability, scalability, security, and performanceof all systems
• Drive data-driven decision-making, using operational metrics to optimize delivery quality and efficiency

Collaboration & Communication

• Be an effective communicator, aligning cross-functional stakeholders across architecture, security, QA, and operations
• Lead globally distributed teams with a Global Thinker mindset, ensuring solutions scale across regions and business units
• Clearly articulate technical strategies and trade-offs to both technical and non-technical audiences

Governance & Delivery

• Define and enforce engineering standards, design guidelines, and governance frameworks
• Ensure consistent adherence to quality, security, and compliance requirements

Required Experience:

• Bachelor's degree in computer science or related field, master's preferred
• Experience
• 15+ years of broad IT experience in enterprise platforms and ecosystems
• 10+ years of hands-on experience designing and building solutions in ServiceNow platform
• Proven track record of delivering highly available, scalable, and resilient systems

Technical Expertise

• Strong knowledge in ServiceNow platform including ITSM, ITAM, VR, SecOps modules
• Certified ServiceNow Administrator, ServiceNow Developer
• Strong experience in Platform Engineering & Automation: CMDB, ATF, Basic PA & Reporting, Automations using Flow Designer, Automations using Integrations, and Integration Hub.
• Expertise with Data integration, governance, and information management

Our Interview Practices