Senior Software Engineer, ITC

About the job

WHO YOU’LL WORK WITH We are the ServiceNow Engineering team at Nike, and we provide cutting-edge service management solutions that enable Nike businesses to run their operations efficiently. We use ServiceNow as our Enterprise Service Management platform. ServiceNow enables our departments to digitize and automate business processes. We use it for its intuitive, omni-channel user experience with service portals, mobile interface and apps, and chat. We use its AI/ML capabilities with Virtual Agent for automated and prompt user interaction. We make use of its rich analytics features with trends and breakdowns. We also recognize that an effective and efficient digital ecosystem is made up of best-in-breed applications and we make use of ServiceNow APIs that enable workflows across platforms. We also incorporate GenAI solutions with ServiceNow to enhance efficiency for business. ServiceNow is used at Nike for varied use cases - our Retail Store Athletes use the ServiceNow mobile app to request support on PoS systems promptly; our HR team uses ServiceNow as a medium for employees to seek HR cases support; our Technology Operations teams uses ServiceNow to manage incidents, fulfil requests using a service catalog, manage changes and host user facing knowledge articles as well as technical knowledge articles. We also use Performance Analytics to track Key Performance Indicators; our Procurement team uses it to manage purchase requests; our Risk & Compliance team uses it to manage risks; our Retail Partners team has setup a portal using ServiceNow for retail partners to seek technical support - the list goes on.

WHO WE ARE LOOKING FOR We’re looking for graduates with around 6 years of development experience with the ServiceNow platform. Ideal candidate will have strong programming skills with exposure to automation frameworks, API-driven development and familiarity with GenAI and Agentic frameworks and good interpersonal skills to collaborate with peers, product managers and business stakeholders. This role does configuration, development, administration and operational support tasks for all aspects of the ServiceNow platform including standard configuration, security, data management, reporting, integrations with third party applications and environment management while ensuring that data integrity, platform health and best practices are maintained.

WHAT YOU’LL WORK ON You’ll be working on designing, developing and running enterprise automation solutions, including but not limited to building workflows, self-service capabilities, and incident deflection systems, to enhance operational efficiency across the enterprise. You will work with a global team of engineers to unlock the potential of data. This will involve collaborating with cross-domain teams of engineers and product managers to integrate systems through API-driven development.

If this is you, you’ll be working with product managers to deliver technical solutions via Agile methodology that solve business problems while supporting the long-term health of the ServiceNow platform. You will develop solutions using ServiceNow functionalities: -

- Configure and develop business rules, client scripts, script includes, UI policies and workflow logic

- Design secure role-based access, configure data permissions

- Build and manage integrations with third-party applications utilizing Web Services, Integration Hub and MID servers

- Enhance & optimize core products such as ITSM, ITAM, ITOM, HRSD, CSM, Finance, Procurement

- Build and customize ServiceNow portals, widgets, pages, and themes

- Configure and extend ServiceNow mobile apps

- Optimize Chat & Virtual Agent

- Design and implement analytics solutions, reporting & dashboards

- Participate in / lead Scrum cadences – backlog refinement, sprint planning, retrospectives, stand-ups

- Author solution design & impact analysis documents, and technical knowledge articles

- Design, build, and execute comprehensive automated test frameworks using ServiceNow ATF to validate business logic

- Manage platform health & maintain the platform integrity, security and performance

- Guide junior developers, review update sets, and enforce best practices for scripting and system performance

- Troubleshoot and remediate functionality related incidents