Sr Engineer, Software

Job Description Senior Engineer, ServiceNow FSM

This role is responsible for designing, engineering, and deploying ServiceNow FSM solutions that support high-availability operations and deliver reliable, automated service workflows across T-Mobile. The position focuses on enhancing FSM module Work order lifecycle, dispatching, scheduling, mobile capabilities, asset/parts management, while 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 FSM architecture, workflow logic, automations, and data quality strategies that support organizational outcomes. Success is measured by the ability to deliver high-quality FSM solutions that increase service velocity, minimize MTTR, improve compliance, and enhance customer experience.

Job Responsibilities:

Design, build, and enhance ServiceNow FSM capabilities

• Develop and extend workflows, business rules, UI actions, client scripts, catalog items, assignment logic, SLA models, approval flows, and automation policies in FSM module - Work order lifecycle, dispatching, scheduling, mobile capabilities, asset/parts management 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, intelligent scheduling, streamlining tasks and predictive service capabilities aligned with SRE and operational goals.

Collaborate with platform, SRE, engineering, and business teams

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

Evaluate and improve service data quality, reporting, and visibility

• Partner with platform and security teams to enforce data-handling policies. 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 FSM 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 FSM 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 FSM 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 fundamentals, CMDB, and service lifecycle concepts (Required)
• Expertise in JavaScript, Glide API, REST integrations, Flow Designer, and modern engineering best practices