Custom Software Engineering Lead

About the role

Own the technical direction and architecture of custom software solutions, leading teams through design and delivery. Set development standards and ensure code quality, scalability, and performance aligned to business objectives. Set development standards and ensure code quality, scalability, and performance aligned to business objectives.

What you'll do

• Design, develop and configure ServiceNow Customer Service Management (CSM) solutions end to end
• Implement in-depth CSM data concepts, including the product model and account model (consumer, households, accounts, contacts, relationships)
• Configure case management, case lifecycle, assignment, routing, SLAs, escalations and agent workspace experiences
• Build customer self-service journeys using Service Portal and the Now Experience Framework (UI Builder)
• Configure CSM catalog items, order status and service journeys aligned to Quote-to-Order and Order Management processes

What you need

• 5–9 yrs of experience
• ServiceNow
• JavaScript
• Telecom
• ACLS
• Root cause analysis
• CRM
• Any graduate

Good to have

• Test automation