Sr Engineer, Software

Senior Engineer, ServiceNow ITSM

This role is responsible for designing, engineering, and deploying scalable ServiceNow ITSM solutions that support high-availability operations and deliver reliable, automated service workflows across T-Mobile. The position focuses on enhancing ITSM modulesincluding Incident, Problem, Change, Request, SLA, Knowledge, Assignment, and Service Catalogwhile implementing modern engineering practices, automation frameworks, and integration patterns.

The engineer collaborates with cross-functional teams to streamline operational processes, reduce manual effort, strengthen service reliability, and improve user experience for frontline agents, support teams, and business partners. This role requires independent judgment to recommend and implement improvements to ITSM architecture, workflow logic, automations, and data quality strategies that support organizational outcomes. Success is measured by the ability to deliver high-quality ITSM solutions that increase service velocity, minimize MTTR, improve compliance, and enhance customer and employee experience.

Job Responsibilities:

Design, build, and enhance ServiceNow ITSM capabilities

• Develop and extend workflows, business rules, UI actions, client scripts, catalog items, assignment logic, SLA models, approval flows, and automation policies across Incident, Problem, Change, and Request modules to support scalable and efficient operations.

Engineer automated solutions to improve reliability and reduce MTTR

• Implement automation frameworks (Flow Designer, IntegrationHub, Orchestration, decision logic) to eliminate manual tasks, streamline triage and routing, and introduce proactive and predictive service capabilities aligned with SRE and operational goals.

Strengthen change governance and operational compliance

• Enhance Change Enablement with automated risk scoring, impact assessment, CI-based dependency mapping, blackout/maintenance logic, and approval workflows. Ensure ITSM processes remain audit-ready and consistent across business units.

Collaborate with platform, SRE, engineering, and business teams

• Work with application owners, infrastructure, field teams, security, and support groups to analyze service needs, define requirements, design workflows, and ensure operational readiness. Provide mentorship on ITSM best practices, automation strategies, and platform governance.

Evaluate and improve service data quality, reporting, and visibility

• Enhance KPI dashboards, SLA models, service health tracking, and operational analytics. Recommend improvements to data sources, assignment models, and service taxonomies to increase accuracy and consistency in reporting and incident correlation.

Assess new ServiceNow features, plugins, and architectural patterns

• Stay current on ServiceNow releases to identify opportunities to modernize ITSM capabilities using AI, predictive intelligence, virtual agent, and next-generation automation. Recommend and implement enhancements that reduce operational overhead and expand platform maturity.

Produce technical documentation and design specifications

• Document workflow logic, integration patterns, API specifications, catalog structures, change models, data flows, and operational runbooks to support long-term maintainability and engineering alignment.

Support ITSM improvement initiatives and cross-functional transformations

• Contribute to environment cleanups, process optimization efforts, data migrations, governance structures, and platform expansion projects to support the enterprises broader IT and service transformation goals.

Education & Work Experience:

• Bachelors Degree in Computer Science or Engineering (Required)
• 47 years of technical engineering experience , including hands-on ServiceNow development and ITSM process automation

Knowledge, Skills, and Abilities:

• Strong communication skills (Required)
• Customer-centric mindset with experience supporting operational teams (Required)
• Analytical skills to troubleshoot workflow issues, optimize processes, and interpret service data (Required)
• Technical writing and documentation experience (Required)
• Deep understanding of ITIL processes , ITSM frameworks, and service lifecycle concepts
• Expertise in JavaScript, Glide API, REST integrations, Flow Designer , and modern engineering best practices

TMUS India Private Limited, operating as TMUS Global Solutions, has engaged ANSR, Inc. ("ANSR") as its exclusive recruiting partner. That meansthat any communications regarding TMUS Global Solutions opportunities or employment offers will be issued only through ANSR and the 1Recruit platform. If you receive a communication or offer from another individual or entity, please notify TMUS Global Solutions immediately.

TMUS Global Solutions willnever seek any payment or other compensation during the hiring process or request sensitive personal data (such as bank details or government-issued identification numbers) prior to a candidates acceptance of a formal offer.