Lead Software Engineer
Summary
Technical lead role driving a team that automates core logistics workflows on ServiceNow CSM — case management, assignment rules, integrations via APIs/Kafka, and event-driven workflows combining deterministic automation, AI agents, and human steps. Core stack: ServiceNow, TypeScript, Fluent, Kafka.
We are seeking aTechnical Lead to drive technical decisions and execution for a team automating core logistics workflows. This role combines hands-on software engineering, ServiceNow CSM expertise, and technical leadership to build solutions where people, AI agents, and deterministic automation work together.
What You’ll Do
Partner with business teams to understand processes and translate them into scalable technical solutions.
Lead engineers delivering workflow automation across business domains.
Guide ServiceNow CSM development, including case management, assignment rules, and custom attributes.
Manage ServiceNow table models, upgrades, environment promotions, and platform capabilities.
Develop ServiceNow solutions using TypeScript, Fluent, and SDKs.
Build event-driven workflows using orchestration and durable execution patterns.
Design workflows combining deterministic automation, AI agents, and human participation.
Lead integrations between ServiceNow and external systems using APIs and Kafka.
Help determine which capabilities belong within ServiceNow versus external platforms.
Establish engineering standards across architecture, testing, CI/CD, observability, and operations.
Partner with leadership on the technical roadmap and maintain architectural consistency.
Contribute to backend integrations and frontend development as needed.
Required Experience
6+ years of experience as a Software, Data, or ML Engineer.
Hands-on ServiceNow development, including Customer Service Management (CSM).
Experience managing large ServiceNow environments and understanding its broader product portfolio.
Strong TypeScript experience in a team environment.
Understanding of ServiceNow’s table model, upgrades, and environment promotion.
Experience leading technical projects and maintaining architectural consistency.
Foundational knowledge of databases and distributed systems.
Nice to Have
Experience with Python, Kafka, Postgres, AWS/GCP.
CIS-CSM certification.
Soft Skills
Strong technical leadership and commitment to engineering quality.
Analytical thinking and curiosity.
Ability to translate business needs into technical solutions.
Clear communication with business partners, engineers, and leadership.