**What you get to do in this role:  **

As a Sr. Software Engineer in the ETG Product Operations and Innovation Sustaining Engineering (POISE) team what you get to do in this role

• As part of the ETG Product Ops team, proactively work on resolving L2/L3 support issues for all the ETG Products (Technology Workflows, AIX, DevX). Ensure all the Incidents and requests are tracked and addressed in a timely manner with a sense of urgency or if need to be escalated to appropriate ETG Engineering or Product teams
• Track Key performance metrics using ETG and DT Ops dashboard (SLAs for response time, resolution time, customer satisfaction) and ensure all the SLA metrics are met
• Ensure smooth communication with other teams in DT or Service Now on Product support needs and goals
• Work closely with Engineering teams to gain understanding on the new feature releases for ETG Products prior to the Production release, so Operations Support team can handle issues from day 1 of feature release
• Gather and share customer feedback or recurring support issues with Product teams for potential feature improvements
• Provide insights and analytics on metrics, recurring issues, and prioritization of new features.
• Drive continuous improvement in operational efficiency and effectiveness.

To be successful in this role you have:

• 6-10 years of total experience in software or platform development Exp. including 4+ years working hands-on with Service Now (CSA, CAD certifications required)
• Expertise in writing JavaScript and Service Now scripting and problem-solving skills
• Expertise in ITSM and strong experience in at least one another Service Now Product area (ITOM, ITAM, SAM, HAM)
• Experience working in Virtual Agent, AI Search, Conversational Interfaces preferred
• Experience working or knowledge of Generative AI, LLMs (Claude or Open AI), MCP preferred
• Ability to work in a fast-paced and dynamic environment with a sense of urgency towards resolving issues and growth mindset and interest to learn and upskill
• Experience with monitoring tools, dashboards, and analytics
• Demonstrated aptitude for learning new technologies quickly
• Strong interpersonal skills, customer centric attitude, ability to deal with cultural diversity
• Strong communication skills (both written and verbal)
• Knowledge of industry best practices in product support and operations.

FD21

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.