Senior Engineer - ServiceNow

Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

This is a senior technical engineering role responsible for designing, implementing, and evolving complex ServiceNow solutions across multiple modules, ensuring alignment with platform architecture, governance, security, and enterprise standards. The Senior ServiceNow Engineer serves as a technical leader within the platform team, driving engineering excellence, solution quality, and operational stability while supporting the delivery of strategic platform initiatives.

The role partners closely with architects, business analysts, administrators, product owners, and stakeholders to design scalable solutions, implement integrations, and leverage out-of-the-box platform capabilities whenever possible. This position also plays a key role in mentoring engineers, promoting best practices, and supporting continuous improvement across the ServiceNow ecosystem.

·       Design, develop, and enhance ServiceNow solutions across ITSM, ITOM, ITAM, CSM, CMDB, HAM, SAM, and related platform capabilities.

·       Translate business and functional requirements into scalable, maintainable, and secure technical solutions.

·       Provide technical leadership during design, development, testing, and deployment activities.

·       Develop and review Business Rules, Script Includes, UI Actions, Client Scripts, Flow Designer automations, Catalog Items, and custom applications.

·       Design, develop, and support integrations between ServiceNow and external platforms using REST APIs, IntegrationHub, MID Servers, web services, and enterprise integration patterns.

·       Implement and maintain appropriate error handling, logging, monitoring, and troubleshooting capabilities for integrations and automations.

·       Ensure solutions meet security, performance, scalability, reliability, and maintainability requirements.

·       Participate in code reviews and promote development standards, engineering best practices, and platform governance.

·       Support GitHub-based development processes, source control management, CI/CD pipelines, and release management activities.

·       Collaborate with Quality Engineering teams to support automated testing, ATF adoption, release validation, and production readiness.

·       Experience with ServiceNow AI capabilities including Now Assist, Control Tower, AI Agents, and other platform intelligence features.

·       Support platform upgrades, releases, troubleshooting, incident resolution, and production stability.

·       Mentor engineers and administrators while fostering a culture of technical excellence, knowledge sharing, and continuous improvement.

·       Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders.

·       5+ years of hands-on ServiceNow development and implementation experience.

·       Strong knowledge of ServiceNow scripting, platform architecture, data model, ACLs, security controls, and development best practices.

·       Hands-on experience designing and implementing integrations using REST APIs, IntegrationHub, MID Servers, web services, and enterprise integration patterns.

·       Strong understanding of ServiceNow platform capabilities including ITSM, ITOM, ITAM, CSM, CMDB, HAM, and SAM.

·       Solid understanding of ITIL processes and ServiceNow implementations.

·       Experience working within Agile, Scrum, and SDLC delivery models.

·       Experience with GitHub, source control management, CI/CD pipelines, and modern DevOps practices.

·       Strong analytical, troubleshooting, and problem-solving skills.

·       ServiceNow Certified System Administrator (CSA) certification.

·       ServiceNow Certified Application Developer (CAD) certification.

·       ITIL Foundation v3 or ITIL 4 certification.

Additional Information 

• Working Hours: This role requires 2 PM – 11 PM IST

#LI-GR1
#LI-Remote

Working at Genesys

• AI at enterprise scale – Build, support and operate AI-powered technology used by more than 8,000 organizations worldwide. 150+ new AI features were released in the last fiscal year.
• A flexible-first culture – Join a global team of nearly 7,000 employees with flexible ways of working designed to help people do their best work.
• Growth in the AI era – Build future-ready skills through mentorship, learning programs, leadership development and education support.
• Time to recharge and give back – Benefits include paid volunteer time, August Free Fridays, well-being resources and regionally tailored programs for employees and their families.
• Recognized globally – Genesys is Great Place to Work® certified in 17 countries and 94% of employees are proud to tell others they work at Genesys.

Learn more about our culture, AI innovation and sustainability commitments through our Careers site and Sustainability Report.

What Happens After You Apply

After you apply, here's what you can typically expect:

• Our Talent Acquisition team reviews your application with the hiring team.

• A Talent Acquisition Partner will review your application and, if your background is aligned, schedule a Zoom interview.


• Next, you'll meet the hiring manager and other members of the interview team.

• We aim to keep the process focused and respectful of your time, with no more than five interviews in most cases.

• After interviews are complete, our team will follow up with the final steps.

Every application is reviewed by a person. Response times may vary by role and location, but our team will keep you informed throughout the process.

Stay Connected

Stay connected to learn more about how we're applying AI to customer and employee experience challenges and get notified when relevant opportunities become available.

Get notified about relevant opportunities.

Employee Referral

If a Genesys employee referred you, please apply using the link they shared so we can connect your application to their referral.

About Genesys:

Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at [email protected].

You can expect a response within 24–48 hours. To help us provide the best support, click the email link above to open a pre-filled message and complete the requested information before sending. If you have any questions, please include them in your email.

This email is intended to support job seekers requesting accommodations. Messages unrelated to accommodation—such as application follow-ups or resume submissions—may not receive a response.

Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.