Manager Software Engineering

Job Description:

Role Summary

We are looking for a ServiceNow Solution Architect with strong hands-on development experience and proven customer-facing expertise to design, lead, and govern scalable solutions on the ServiceNow platform. The role requires translating complex business requirements into end-to-end architectural designs while ensuring performance, scalability, security, and alignment with platform best practices.

This role requires a seasoned professional with deep ServiceNow development experience, strong understanding of platform upgrade cycles, and proven ability to review, refactor, and migrate code into stable production environments. You will also guide teams through technical best practices, platform governance, and continuous improvement efforts.

Key Responsibilities

• Solution Architecture & Design
• Design and own end-to-end ServiceNow solutions, including architecture, data models, integrations, and technical blueprints.
• Drive solution design across FSO/CSM, workflows, Flow Designer, and platform capabilities.
• Evaluate design trade-offs across customization, data model, and process flows.
• Technical Leadership & Delivery
• Lead architecture discussions and act as the technical authority for solution design and implementation.
• Support development teams in designing and delivering scalable, high-quality solutions.
• Provide hands-on guidance on development, integrations, and platform capabilities.
• Customer & Stakeholder Engagement
• Engage directly with customers for requirements gathering, workshops, and solution alignment.
• Translate complex business needs into scalable technical solutions.
• Lead architectural conversations and influence design decisions with stakeholders.
• Governance & Quality Assurance
• Define and enforce architectural standards, coding best practices, and governance processes.
• Review and optimize solution design and code for scalability, performance, and maintainability.
• Ensure compliance with platform standards, security guidelines, and enterprise policies.
• Platform Lifecycle & Operations
• Lead platform upgrades, release management, and environment migrations.
• Oversee integrations across systems and ensure high-quality delivery.
• Continuously assess platform performance and drive improvement initiatives.
• Mentorship & Capability Building
• Mentor technical leads and developers, ensuring adoption of best practices.
• Promote continuous improvement across development and delivery teams.

Required Skills & Experience

• 14+ years of overall experience in ServiceNow design, development, and implementation.
• Strong experience in ServiceNow design, development, and architecture with hands-on expertise.
• Experience on FSO or CSM module is a must.
• Proven experience translating complex customer needs into scalable designs.
• Proven ability to design end-to-end enterprise solutions across ServiceNow modules (FSO/CSM, workflows, integrations, data models).
• Experience in customer-facing roles including including complex requirements gathering, workshops, and aligning outcomes with ServiceNow product capabilities.
• Deep understanding of:
• Data models (tables, schema, ACLs)
• Business process flows
• Integration patterns and trade-offs
• Strong knowledge of platform governance, release management, and upgrade cycles.

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