Principal Enterprise Software Engineer (ServiceNow)

About the Role:
As a Principal Enterprise Software Engineer (ServiceNow), you will lead high-impact software projects with substantial autonomy. Your role focuses on providing expert guidance, driving strategic technology initiatives, and ensuring that our enterprise applications maintain peak performance and reliability.

Responsibilities:

Customer & Business Impact

• Demonstrate Customer Obsession by deeply understanding business needs and translating them into scalable, high-impact technology solutions
• Drive thought leadership, ensuring all initiatives are clearly defined, prioritized, and tied to business value realization
• Partner with stakeholders across GBS to deliver solutions aligned to strategic outcomes

Technology & AI Leadership

• Lead the design and implementation of ServiceNow platform including analytics, and agentic AI solutions
• Champion an AI-first mindset, identifying opportunities to embed intelligence, automation, and predictive capabilities into the ecosystem
• Stay tech-aware, bringing thought leadership in emerging technologies, modern data architectures, and cloud innovation

Execution Excellence & Metrics

• Establish and continuously improve metric-driven productivity frameworks, including KPIs, SLAs, and OKRs across delivery and operations
• Ensure high availability, scalability, security, and performance of all systems
• Drive data-driven decision-making, using operational metrics to optimize delivery quality and efficiency

Collaboration & Communication

• Be an effective communicator, aligning cross-functional stakeholders across architecture, security, QA, and operations
• Lead globally distributed teams with a Global Thinker mindset, ensuring solutions scale across regions and business units
• Clearly articulate technical strategies and trade-offs to both technical and non-technical audiences

Governance & Delivery

• Define and enforce engineering standards, design guidelines, and governance frameworks
• Ensure consistent adherence to quality, security, and compliance requirements

Required Experience:

• Bachelor’s degree in computer science or related field, master's preferred
• Experience
• 15+ years of broad IT experience in enterprise platforms and ecosystems
• 10+ years of hands-on experience designing and building solutions in ServiceNow platform
• Proven track record of delivering highly available, scalable, and resilient systems

Technical Expertise

• Strong knowledge in ServiceNow platform including ITSM, ITAM, VR, SecOps modules
• Certified ServiceNow Administrator, ServiceNow Developer
• Strong experience in Platform Engineering & Automation: CMDB, ATF, Basic PA & Reporting, Automations using Flow Designer, Automations using Integrations, and Integration Hub.
• Expertise with Data integration, governance, and information management

Our Interview Practices

To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.

Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.