ServiceNow Engineering Manager – CSM, FSM, MCO, APO Focused 

Key Responsibilities 

• Lead, Mentor and manage the tech Leads and Developer to design ServiceNow solutions across different Application and Modules of 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 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 accounts payable processes. 

• Stay current with ServiceNow releases and recommend adoption of new 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. 

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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 architecture and Integration. 

• Strong experience in designing and hands-on writing 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/Design to ensure performance and maintainability is continuously improved using ServiceNow best practices. 

• Strong integration experience using REST/SOAP, IntegrationHub APIs, JDBP, Emails or via Mid Servers. Imports and exports best practice of platform  

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

• ServiceNow certifications are any two (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 regarding applications development