Software Engineering Professional - ServiceNow

Role Overview

The Software Engineering Professional – ServiceNow drives delivery, implementing operational excellence, and continuous improvement across the ServiceNow HRSD platform. The role partners with HR, product, and engineering teams to deliver scalable digital solutions, manage live operations, prioritize backlogs, and assist sprint planning to enhance employee experience and HR operational efficiency.

• Build, enhance, and assist In Life Operations for ServiceNow HRSD.
• Improve HR processes through automation and digital workflows.
• Work with HR and technology teams to drive operational excellence and platform stability.

Responsibilities

• Assist in-life operations of the ServiceNow platform, ensuring high availability, reliability, and system stability for global HR services.
• Monitor, troubleshoot, and resolve platform issues, ensuring timely incident resolution and uninterrupted HR service delivery.
• Collaborate closely with HR, business stakeholders, and Technical Team to gather requirements and translate them into scalable technical solutions.
• Work with engineering and product teams to analyse, deliver and assist enhancements alongside new feature releases and proactively highlight issues that may impact delivery outcomes.
• Participate actively in Agile ceremonies including sprint planning, daily stand-ups, backlog refinement, and retrospectives.
• Prioritize, manage, and refine backlog items in agreement with business teams to ensure alignment with priorities and delivery timelines.
• Ensure adherence to platform governance standards, performance best practices, and scalability guidelines across all implementations.
• Continuously identify and drive improvements in operational efficiency, user experience, and service delivery to streamline HR processes and improve operational efficiency.
• Assist Operational Excellence Team, Devops & Functional SMEs by conducting research, documentation, and analysis, including gap analysis, process mapping, and review of feature outcomes.
• Reporting and Governance: assist creation of operational reports, shift performance reviews, and adherence to BT standards.

Requirements

Essential Skills / Experience

• Experience with any ServiceNow module.
• Experience in workflow automation and platform configuration.
• Hands on experience in requirement gathering techniques, process modelling, process mapping and documentation.
• Proficiency in tools such as CI/CD concepts, JIRA, Confluence, and Microsoft Office suite.
• Good understanding of Agile methodologies and the Software Development Life Cycle.
• Strong analytical, problem-solving, and critical-thinking abilities.
• Excellent communication and interpersonal skills with the ability to engage stakeholders effectively.
• Proven ability to collaborate with cross-functional engineering teams and manage conflicts constructively.
• Ability to handle multiple features deliverables across sprints within squad capacity.
• Comfortable working in ambiguous engineering environments, driving change, and delivering performance outcomes in fast-paced Agile settings.

Experience Needed:

• Bachelor’s degree (or equivalent) in Information Technology, Computer Science, or a related field.
• Minimum 3+ years of experience in an Engineering or DevOps role.
• Excellent communication skills with the ability to translate data into actionable insights and stakeholder management.
• Experience in technology environments involving workflow automation, platform configuration in any ServiceNow module.