ServiceNow Principal Engineer (ITSM & Experience)

ServiceNow Principal Engineer ITSM & Experience

Lead enterprise-scale Service Management transformation, platform modernisation, and digital employee experiences by architecting, engineering, and governing ServiceNow ITSM solutions that are scalable, secure, automated, and aligned with business outcomes.

Opportunity to be one of our first team members in Woolworths Group India in Bangalore.

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

About this role

As a ServiceNow Principal Engineer ITSM & Experience, you will play a critical technical leadership role within the Service Enablement Platforms team, responsible for shaping the strategy, architecture, and engineering excellence of Woolworths Group's Enterprise Service Management ecosystem.

Working closely with Platform Managers, Enterprise Architects, Cyber Security teams, Product Owners, and Engineering leaders across Australia and India, you will drive platform innovation through Service Management as Code, API-first architectures, automation, and best-practice ServiceNow engineering.

You will combine deep hands-on ServiceNow expertise with technical leadership responsibilities, mentoring engineering teams while ensuring platform resilience, governance, performance, and future scalability. Your work will directly influence the delivery of intuitive digital service experiences across Woolworths' store, supply chain, corporate, and technology teams.

You will be responsible for evolving enterprise ITSM capabilities while maintaining a strong focus on operational excellence, platform standardization, and engineering quality.

What you'll do

ServiceNow Architecture & Solution Engineering

Design, architect, and govern enterprise-scale ServiceNow ITSM solutions, Service Catalog capabilities, Service Portal experiences, and workspace implementations. Translate business requirements into scalable, maintainable architectural patterns while reducing technical debt and maintaining platform simplicity.

Technical Leadership & Engineering Excellence

Provide technical leadership across ServiceNow engineering squads by establishing development standards, conducting code reviews, mentoring engineers, and defining technical roadmaps that enable consistent and high-quality platform delivery.

Service Management as Code & Platform Automation

Drive adoption of declarative engineering principles through Git-based development, CI/CD pipelines, automated testing frameworks, and infrastructure automation. Enable reusable, scalable platform delivery through code-driven configuration and deployment practices.

Digital Experience & Portal Engineering

Lead architecture and implementation for Service Portal, Employee Center, Configurable Workspaces, and persona-based digital experiences that improve employee productivity and service engagement across the enterprise.

Platform Modernisation & Innovation

Champion modernization initiatives by leveraging Flow Designer, Process Automation Designer, IntegrationHub, Decision Tables, and emerging ServiceNow platform capabilities to improve efficiency, automation, and user experience.

Integration & API Engineering

Design and govern API-first integrations using REST APIs, SOAP services, IntegrationHub spokes, and enterprise integration frameworks to enable seamless connectivity across Woolworths technology platforms.

Operational Excellence & Platform Reliability

Oversee platform upgrades, performance optimization, proactive monitoring, root cause analysis, resilience engineering, and continuous improvement activities to ensure high availability, stability, and service quality.

Risk, Security & Governance

Ensure adherence to Cyber Security controls, ServiceNow governance frameworks, ITIL processes, architectural standards, license compliance requirements, and platform best practices while minimizing customization risks.

Testing, Quality Assurance & DevOps

Establish robust quality engineering practices using Automated Test Framework (ATF), automated regression testing, release validation, and deployment controls to improve platform reliability and reduce operational risks.

Cross-Shore Collaboration

Work as an integral member of a dual-shore engineering organization, collaborating closely with Platform Managers, Architects, Product Owners, Engineers, QA teams, and business stakeholders to deliver strategic platform outcomes.

What you'll bring

ServiceNow Architecture Expertise

Extensive experience designing and implementing enterprise-scale ServiceNow ITSM solutions, Service Catalog architectures, Service Portal implementations, Workspace experiences, and platform modernization initiatives.

Service Management as Code

Strong experience leveraging Git-based development, DevOps practices, CI/CD pipelines, source-controlled development, automated testing, and deployment automation within ServiceNow environments.

ServiceNow Platform Engineering

Hands-on expertise with ServiceNow JavaScript development, Script Includes, Business Rules, Client Scripts, UI Policies, Widgets, Service Portal, Workspaces, Flow Designer, IntegrationHub, and platform extensibility capabilities.

Integration & API Development

Strong knowledge of REST APIs, SOAP services, web services integration, middleware patterns, IntegrationHub spokes, and enterprise integration architecture principles.

Automation & Workflow Engineering

Experience implementing automated workflows, process orchestration, decision automation, workflow optimization, and platform-driven business process improvements.

Security & Compliance

Deep understanding of Role-Based Access Control (RBAC), Access Control Lists (ACLs), secure development practices, encryption mechanisms, audit requirements, and governance frameworks.

Platform Observability & Performance

Demonstrated ability to analyse complex platform issues, monitor performance, optimise transactions, troubleshoot integrations, and improve system responsiveness across large-scale deployments.

Technical Leadership & Team Development

Experience mentoring engineers, leading technical squads, performing architecture reviews, conducting code reviews, defining engineering standards, and building high-performing teams.

Stakeholder Engagement & Communication

Strong ability to collaborate with technical and business stakeholders, influence architectural decisions, communicate complex technical concepts, and align engineering outcomes to business priorities.

Strategic & Delivery Mindset

Ability to balance long-term platform strategy, architecture governance, and modernization initiatives while maintaining accountability for successful delivery outcomes.

Career Experience

• 8+ years of progressive IT experience with at least 5+ years focused on ServiceNow platform engineering, solution architecture, and enterprise ITSM implementations.
• Proven experience leading and mentoring engineering teams, including technical leadership of squads consisting of 4 or more engineers.
• Strong hands-on experience with ServiceNow ITSM, Service Catalog, Service Portal, Employee Center, Configurable Workspaces, Flow Designer, IntegrationHub, and platform development frameworks.
• Demonstrated experience implementing Service Management as Code practices using Git, ATF, CI/CD pipelines, and modern DevOps toolchains.
• Experience delivering large-scale ServiceNow transformation and modernization initiatives within complex enterprise environments.
• Bachelor's Degree in Computer Science, Information Technology, Engineering, or comparable practical experience.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Implementation Specialist ITSM (CIS-ITSM)
• ServiceNow Certified Application Developer (CAD)
• ServiceNow Certified Technical Architect (CTA) Highly Desirable
• ITIL v4 Managing Professional or Strategic Leader Highly Desirable

What you'll experience

1. Be part of Australia's largest retailer and contribute to the growth of Woolworths Group's technology capabilities in India.
2. Lead enterprise-wide ServiceNow modernization and digital experience transformation initiatives.
3. Work alongside senior technology leaders, enterprise architects, and platform engineering experts across Australia and India.
4. Drive strategic platform engineering decisions for one of the largest ServiceNow environments in the region.
5. Influence architecture, engineering standards, governance, and future platform capabilities.
6. Build scalable, automated, cloud-aligned service management solutions that support thousands of enterprise users.
7. Contribute to a culture of technical excellence, mentorship, and continuous learning.
8. Gain exposure to modern platform engineering practices including GitOps, DevOps, CI/CD, and Service Management as Code.
9. Enjoy a flexible and collaborative working environment.

Key Technologies & Platforms

Enterprise Service Management (ITSM)

• Incident Management
• Problem Management
• Change Management
• Request Fulfilment
• Knowledge Management
• Service Catalog
• Flow Designer
• Process Automation Designer
• Decision Tables

Digital Experience Platforms

• Service Portal
• Employee Center (EC / EC Pro)
• Configurable Workspaces
• Agent Workspace
• Manager Workspace
• Service Desk Workspace
• UI Builder
• AngularJS
• HTML/CSS

Service Management as Code

• Git
• ServiceNow Studio
• DevOps Module
• CI/CD Pipelines
• Automated Test Framework (ATF)
• Release Automation
• Repository-Based Development

Integration & Automation

• REST APIs
• SOAP APIs
• IntegrationHub
• Web Services
• Enterprise Integration Patterns
• API-First Architecture

Governance & Security

• RBAC
• ACLs
• Data Protection Controls
• ITIL Framework
• CSDM
• Enterprise Architecture Standards
• Cyber Security Standards

Everyone belongs at Woolworths Group

Diversity, equity, inclusion, and belonging are key to realizing our purpose of better together for a better tomorrow. We recognize the value diverse perspectives bring to our business, customers, and communities. By building inclusive teams with varied experiences and backgrounds, we foster innovation, creativity, and better outcomes for everyone.

We encourage applications from all backgrounds and are committed to creating an inclusive workplace where every team member feels valued, respected, and empowered to achieve their full potential.

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.