Sr Software Engineer

Seeking a Senior Software Engineer to join the ITSM Engineering team in Hyderabad. This is a multi-faceted role requiring strong engineering fundamentals, AI/GenAI product experience, customer empathy, and the ability to ramp  quickly on the ServiceNow platform. Technical Skills Required: • Strong JavaScript/Node.js, engineering fundamentals • REST/SOAP API design and integration • Automated testing (unit + integration) and CI/CD pipeline experience • Solid understanding of data modeling and query optimization AI/GenAI Skills Good to Have: • Hands-on experience with LLM-integrated features: prompt design, context injection,    output tuning, guardrails • Experience with NLU/intent classification or conversational AI systems • Familiarity with ML-driven automation (classification, clustering, recommendation    systems) Technical Skills Good to Have (weighted heavily in evaluation): • ServiceNow platform scripting (Glide APIs, Script Includes, Business Rules,    Scripted REST APIs) • Now Experience UI Framework / Service Portal (Angular-based) • Now Assist, Virtual Agent/NLU, or Predictive Intelligence hands-on experience • ServiceNow Automated Test Framework (ATF) Key Responsibilities: • Own end-to-end feature delivery: design, build, test, and ship ITSM + AI/ML solutions • Support and troubleshoot customer issues; drive root-cause analysis and fixes • Guide product enhancements based on customer feedback and operational insights • Mentor junior developers on technical design, problem-solving, and best practices • Become a domain expert: understand how the ITSM application and its AI features    work end-to-end • Flexible for FDE (Forward Deployed Engineer) engagements: customer deployments,    on-site troubleshooting, and customization guidance as needed • Drive operational excellence: KTLO, incident response, escalations This role requires someone equally comfortable writing clean backend code, tuning an  NLU/LLM-based feature, mentoring a developer, and jumping on a customer call to unblock  a deployment. You'll grow into the go-to person for ITSM + AI domain knowledge. Required: • 6+ years software engineering experience (backend, frontend, or full-stack) • Strong JavaScript/Node.js, React and API integration skills • Hands-on experience with AI/GenAI or ML-driven features (LLM prompting, NLU,    classification models, or similar) • Strong debugging and root-cause analysis skills • Comfortable with customer interaction and support scenarios • Experience mentoring junior developers • Agile/sprint-based development experience Good to Have (top priority when comparing candidates): • ServiceNow platform development experience (scripting, Now Experience, ATF) • Now Assist, Virtual Agent/NLU, or Predictive Intelligence experience • ServiceNow Certified Application Developer (CAD) or System Administrator (CSA) • ITSM domain knowledge (incident, problem, change, asset management) • Field-facing or customer-engagement work