Overview

Microsoft Digital (MSD) builds and manages the critical products and services that Microsoft runs on. We boldly pursue big ideas that power transformational advances at Microsoft and for our customers, while helping Microsoft teams work smarter, faster, and more securely every day. Microsoft Digital employees have deep technical and business expertise, customer insights, and a clear point of view that comes from first-hand, large-scale experience with Microsoft and industry solutions. We are engineers, technology leaders and experts, digital transformation change agents, and customer advocates.

We have exciting opportunities for you to innovate, influence, transform, inspire, and grow within our organization and we encourage you to apply to learn more!

Service Now isn’t just a ticketing system—it’s the operational backbone of a global engineering organization. We’re looking for a Software Engineer who sees the NOW platform as a development environment, not an admin console. You’ll write code that automates compliance, orchestrates workflows across ITSM, IRM, VRM, and SAM modules, and integrates Service Now with Azure infrastructure and external systems at scale.

What makes this team different? We’re embedding AI and agentic automation into everything we build. You’ll use intelligent tooling to accelerate development cycles, automate incident diagnostics, and transform how platform upgrades and releases are delivered across multiple production instances. If you’ve been waiting for the Service Now role that treats AI as a first-class engineering tool rather than a buzzword, this, is it.

You’ll join a tight, experienced team of engineers responsible for end-to-end design and development of core platform services for stakeholders across Engineering Fundamentals. This team has deep domain expertise and a decade of institutional knowledge—your job is to help push it forward.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

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Responsibilities-

Engineer platform reliability at scale: You will drive service health goals and objectives across multiple Service Now production instances and supporting Azure subscriptions—you own the outcomes, not just the configurations.

• Build and ship features through a real SDLC: You will work within feature crews to take vague requirements, shape them into solid designs, and deliver through update set reviews, peer collaboration, and disciplined release management.
• Raise the engineering bar: You will define and reinforce development and operational standards across Service Now feature crews—advocate for faster, safer releases and hold the line on quality.
• Automate relentlessly: You will design and implement automation and AI-powered tooling that eliminates manual toil, enforces process consistency, and accelerates incident recovery.
• Own platform upgrades and patching: You will lead upgrades, patches, and hotfixes across production instances—plan them, execute them, and make sure nothing catches fire afterward.
• Modernize the toolchain: You will introduce new technologies to the production support pipeline that reduce release friction, improve diagnostics, and shrink mean time to recovery.

Qualifications:

Required Qualifications:

• Bachelor's Degree in Computer Science or related technical field AND 2+ years technical engineering experience with coding in languages including, but not limited to, C, C++, C#, Java, JavaScript, or PythonOR equivalent experience.

What You Bring:

• 4+ years operating and improving large-scale online services—you’ve lived through incidents, scaling challenges, and the hard lessons that come with production ownership.
• 2+ years of Service Now platform development and administration—you know how upgrades work, you’ve navigated instance management, and you understand the platform’s architecture beyond surface-level configuration.
• 2+ years of hands-on coding in JavaScript, Python, PowerShell, or C#—you write real code, not just workflow drag-and-drop.
• SDLC fluency: You’ve delivered features from ambiguous requirements through to production, and you know how to manage that process without drowning in ceremony.
• Strong communication and collaboration skills: You work effectively across teams, translate technical complexity for non-technical stakeholders, and don’t disappear into a silo.
• Comfort with ambiguity and pace: You operate independently in fast-moving environments and don’t need someone to tell you what to do next.

Preferred Qualifications:

• Experience with Service Now Tokyo release or later.
• Familiarity with AI/ML tooling for operational automation or intelligent workflows.
• Background in compliance automation, risk management, or GRC frameworks.
• Experience with Azure DevOps, CI/CD pipelines, or infrastructure-as-code.
• Service Now certifications (CSA, CIS, CAD).

Software Engineering IC3 - The typical base pay range for this role across the U.S. is USD $100,600 - $199,000 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $131,400 - $215,400 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.