Senior ServiceNow Application Engineer (CSM)

Contract | 12 months

• Configure and customize ServiceNow CSM modules, workflows, forms, SLAs, and case management processes
• Design and implement automations using Flow Designer and platform capabilities
• Integrate ServiceNow with external systems via REST/ SOAP APIs
• Manage platform releases, upgrades, cloning, and update sets with proper testing and validation
• Conduct requirement workshops, solution design sessions, and stakeholder demos
• Produce functional and technical design documentation and user guides
• Lead backlog grooming, story assignment, and code/config reviews
• Mentor junior engineers and contribute to team best practices
• Ensure platform performance, reliability, and alignment with ServiceNow standards.

• Strong hands-on experience with ServiceNow, specifically CSM (or closely related modules such as ITSM/HRSD)
• Proficiency in Flow Designer, catalog items, record producers, business rules, client scripts, UI policies/actions
• Experience with ServiceNow integrations and platform best practices
• Familiarity with update set management, upgrades, and testing
• Experience running client workshops and translating requirements into solutions
• Ability to lead tasks, guide team members, and own deliverables end-to-end

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow CIS (CSM/ ITSM/ HRSD)

• Build and operate integration flows supporting real-time and batch use cases
• Develop APIs and interfaces enabling data exchange across internal and external systems
• Implement message routing, transformation, and error-handling logic
• Support integration services in production, including incident analysis and resolution
• Work with application and data teams to align integration approaches with system constraints
• Apply standard integration patterns to ensure performance, stability, and security
• Share knowledge and provide technical direction within the integration function

• Educational background in computer science, engineering, or equivalent practical experience
• Long-term experience delivering integration solutions using MuleSoft platforms
• Strong understanding of messaging, queuing, and event-driven processing
• Hands-on experience with REST and SOAP services and structured data formats
• Practical exposure to legacy and packaged system integrations (e.g. databases, flat files, ERP, CRM)
• Experience with secure transport protocols and file-based exchanges
• Familiarity with automated build and deployment pipelines
• Exposure to streaming or event platforms (e.g. Kafka) is beneficial

We are looking for an experienced DevOps Engineer to join a global technology team supporting enterprise-scale platforms. This role focuses on cloud-native adoption, automation, and engineering excellence within a highly collaborative, international environment.

Key Responsibilities

• Drive standardization and automation across CI/CD, infrastructure, and engineering platforms

• Lead application and team onboarding to cloud-native platforms and observability frameworks

• Support and evolve shared platforms used by global engineering teams

• Operate and support critical, business-critical systems at scale

• Contribute to platform and software solution strategy alongside architects and engineers

• Promote strong engineering culture, best practices, and compliance standards
   

Technical Requirements

• 5+ years of experience in DevOps, platform, or cloud engineering

• Strong CI/CD expertise (e.g. Jenkins, GitLab, Maven)

• Scripting experience (Bash) and solid Linux fundamentals

• Hands-on Kubernetes and distributed systems experience

• Cloud platform experience, preferably Azure and AKS

• Development background in one or more of: Java, .NET, Scala, Python, JavaScript

• Experience designing and supporting microservices architectures

• Familiarity with messaging and communication frameworks (Kafka, RabbitMQ, gRPC, WebSockets)

• Observability tooling experience (Grafana, Elastic, Fluent Bit, OpenTelemetry)

• Working knowledge of security concepts (OAuth 2.0, TLS, vulnerability scanning)

• Ability to define non-functional requirements and document system designs

• Infrastructure Design & Deployment:
  Assess, design, and implement on-premises servers and AWS Cloud infrastructure. Conduct site surveys across client data centres and offices to determine network, rack space, and power requirements.
• Documentation & Planning:
  Prepare detailed Site Deployment and Network Traffic Routing Designs for on-premises and AWS environments, outlining configuration, routing, and connectivity requirements.
• Coordination & Delivery:
  Work with hardware vendors and project managers to plan, schedule, and oversee equipment delivery and installation.
• Network & Security Integration:
  Design and implement network routing between AWS VPCs, on-premises data centres, and external partners. Configure firewalls, VPNs, and network appliances (NVAs, NGFWs) to support secure traffic flow.
• Observability & Monitoring:
  Collaborate with Technical Architecture and Security teams to integrate infrastructure components and network devices with Dynatrace SaaS for observability and SNMP monitoring.
• Infrastructure Operations:
  Manage infrastructure services, including firewall configurations, user access, key/certificate management, patching, and compliance. Lead transition from previous infrastructure providers where applicable.
• Testing & Validation:
  Perform connectivity, routing, and integration tests across AWS, MPLS, and on-premises environments to ensure system reliability and performance.

• Strong expertise in AWS networking (VPC, Direct Connect, routing) and on-premise network design.
• Experience with infrastructure transition, monitoring (Dynatrace), and automation tools.
• Familiarity with security controls, ITIL processes, and cross-team collaboration.