Sr Engineer, Software

Job Description Senior Engineer, ServiceNow CSM

This role is responsible for designing, engineering, and deploying scalable ServiceNow CSM solutions that support high-availability operations and deliver reliable, automated service workflows across T-Mobile. The position focuses on enhancing CSM module includingCase Management, Knowledge, customer Portals, Automation frameworks and Integrationsusing modern engineering approaches, workflow automation, and best-practices

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 CSM 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 CSM capabilities

• Develop and extend workflows, business rules, UI actions, client scripts, record producer, assignment logic, SLA models, approval flows, and automation policies across CSM workflows to support scalable and efficient operations.

Engineer automated solutions to improve reliability and reduce MTTR

• Implement automation frameworks (Flow Designer, Integration Hub, Orchestration, decision logic) to eliminate manual tasks, streamline triage and routing, and introduce proactive and predictive service capabilities aligned with SRE and operational goals.Improved Customer Service Delivery through optimized and automated CSM processes.

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 CSM 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 CSM 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 CSM 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 development with CSM

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)
• Understanding of ITIL processes, ITSM frameworks, and service lifecycle concepts
• Deep understanding of CSM module - Case Management, Customer Portals (Experience), Knowledge Management, Foundational Data (Accounts, Contacts, Products, Contracts)
• Expertise in JavaScript, Glide API, REST integrations, Flow Designer, mid server basics, JMS and modern engineering best practices
• Data Management: Handling B2B/B2C data, CMDB basics
• Business Acumen: Understanding customer service drivers, advocating for OOTB (Out-of-the-Box) solutions