Senior Engineer - ServiceNow

Senior Engineer ServiceNow

• Drive enterprise ServiceNow platform engineering, automation, governance and operational excellence by designing scalable solutions, modernising service management capabilities, eliminating operational toil and ensuring platform reliability, security and continuous improvement.
• Opportunity to be part of Woolworths Group India's growing engineering team in Bangalore, contributing to the technology platforms supporting one of Australia's largest retailers.

Woolworths Group India is partnering exclusively with Zinnov Group to recruit for this position.

About this role

As an established member of the ServiceNow Engineering team, the Senior Engineer independently designs, builds, delivers, operates and continuously improves enterprise ServiceNow platform capabilities across IT Service Management (ITSM), IT Operations Management (ITOM) and the broader ServiceNow ecosystem.

The role is a senior hands-on technical engineering position responsible for delivering scalable, secure and resilient platform solutions through modern software engineering practices, declarative development, scripting and automation.

Working within an Agile product squad alongside Platform Owners, Principal Engineers, Senior Business Analysts, QA Engineers and Operations Specialists, the Senior Engineer takes end-to-end ownership of technical solutions, drives engineering quality, champions Out-Of-The-Box (OOTB) architecture principles and embeds a Site Reliability Engineering (SRE) mindset to eliminate operational toil and improve platform performance.

What you'll do

• ServiceNow Platform Engineering: Lead hands-on development, configuration and technical solution delivery across ServiceNow ITSM and ITOM capabilities, leveraging JavaScript, Glide APIs, Business Rules, Script Includes, Client Scripts, Flow Designer and Integration Hub to build scalable enterprise solutions.
• ITSM & ITOM Domain Delivery: Design, develop and enhance enterprise service management capabilities across Incident, Problem, Change, Request Fulfilment, Service Catalog, Service Portal, Employee Center, Discovery, Service Mapping and Event Management.
• Enterprise Integration & Automation: Design and implement robust API-driven integrations using REST, SOAP, webhooks, Integration Hub and MID Server infrastructure, connecting ServiceNow with enterprise platforms such as Azure AD/Entra ID, Workday, PagerDuty, Dynatrace and Splunk.
• Modern Engineering & Service Management as Code: Champion software engineering best practices through version control, Git, CI/CD pipelines, GitOps, Automated Test Framework (ATF), automated deployments and configuration management to improve delivery efficiency and reduce configuration drift.
• Platform Architecture & Governance: Drive adherence to ServiceNow OOTB architectural principles, application scope management, CSDM standards, platform security and engineering guardrails while minimising unnecessary customisations and technical debt.
• SRE, Reliability & Operational Excellence: Lead root-cause analysis of complex platform incidents, engineer permanent technical fixes, implement self-healing automation and proactively eliminate recurring operational toil to improve platform resilience, availability and performance.
• Platform Lifecycle & Quality Engineering: Drive technical readiness for major ServiceNow family upgrades, HealthScan remediation, regression testing, performance optimisation and vulnerability remediation to maintain a secure, stable and supportable enterprise platform.
• Technical Leadership & Mentorship: Establish engineering standards, conduct technical design reviews and code reviews, mentor engineers across onshore and GCC teams, and collaborate with cross-functional stakeholders to continuously improve engineering capability and delivery outcomes.

What you'll bring

• Approximately 10+ years of commercial experience in software engineering or technology delivery within complex, enterprise-scale IT environments, including at least 5+ years of dedicated hands-on ServiceNow development or engineering experience.
• ServiceNow Engineering Expertise: Extensive hands-on experience in ServiceNow JavaScript development, GlideRecord, GlideSystem, Business Rules, Script Includes, Client Scripts, Flow Designer, Integration Hub and enterprise platform configuration.
• ITSM & ITOM Technical Proficiency: Strong experience delivering enterprise ITSM capabilities and practical expertise in ITOM technologies, including Discovery, Service Mapping, Event Management, MID Server and CMDB.
• Enterprise Integration & API Engineering: Proven experience designing and implementing REST/SOAP integrations, webhooks, Integration Hub workflows and integrations with enterprise identity, monitoring, HR and operational systems.
• Code-Driven Engineering Practices: Minimum 3+ years of experience applying modern engineering methodologies, including version control, Git, CI/CD pipelines, Automated Test Framework (ATF), automated deployments and Service Management as Code.
• Platform Architecture & Data Governance: Strong understanding of ServiceNow OOTB architecture, ITIL v4 practices, Common Service Data Model (CSDM), CMDB governance, application scope management and platform lifecycle management.
• SRE & Operational Reliability: Demonstrated experience leading RCA investigations, resolving complex production issues, optimising platform performance and implementing permanent engineering solutions to eliminate recurring operational toil.
• Legacy Modernisation & Continuous Improvement: Proven experience reducing technical debt, modernising legacy workflows, automating manual operational processes and delivering scalable, resilient platform solutions.
• Security & Quality Engineering: Experience implementing secure coding practices, managing platform upgrades, conducting code reviews, maintaining automated regression testing and remediating platform vulnerabilities and technical quality issues.
• Agile & Squad-Based Delivery: Proven experience working in Agile, product-oriented or DevOps squad environments, collaborating closely with Engineering Managers, Principal Engineers, Product Owners, Business Analysts and QA teams.
• Technical Leadership & Collaboration: Strong communication, problem-solving and mentoring capabilities, with the ability to influence technical decisions, establish engineering standards and support the development of junior and mid-level engineers.
• Certifications: ServiceNow Certified System Administrator (CSA) and at least one Certified Implementation Specialist (CIS) certification in ITSM, Discovery, Event Management or Service Mapping. Certified Application Developer (CAD) is highly desirable.

What you'll experience

• Be part of Australia's largest retailer and contribute to enterprise-scale technology transformation.
• Opportunity to shape and strengthen Woolworths Group India's growing engineering capabilities in Bangalore.
• Work with modern enterprise platforms, automation technologies and large-scale service management ecosystems.
• Collaborate with experienced engineering leaders and cross-functional technology teams across Australia and India.
• Continuous learning, technical mentoring and professional development opportunities.
• Generous performance-based bonus.
• 20 days annual leave.
• Flexible approach to work.
• Premium insurance coverage for you and your dependants.

Everyone belongs at Woolworths Group

Diversity, equity, inclusion and belonging are key to realising our purpose of better together for a better tomorrow.

We recognise the value our team's diversity brings to our business, customers and communities. Teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems.

As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves and reach their full potential.

We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.

Your Personal Data

By submitting your application, you acknowledge and consent to Zinnov Management Consulting Private Limited and its subsidiaries (Zinnov) and/or Woolworths Group Limited and its subsidiaries (Woolworths Group) collecting, processing and disclosing your personal information, including any sensitive personal information provided by you, for the purposes of managing the recruitment process, assessing your suitability for employment, communicating with you regarding your application and, where appropriate, considering you for future employment opportunities, to the extent relevant.

If your application is successful, Zinnov and/or Woolworths Group will also use your personal information, including sensitive personal information, for managing your ongoing working relationship.

Your personal information will be handled in accordance with applicable privacy laws.

To learn more about how we collect, use, disclose and safeguard your personal information, including your privacy rights, please refer to the Zinnov Privacy Policy and Woolworths Group Team Member Privacy Notice.