Software Engineer - Senior - ITSM

We are seeking a talented Software Engineer - ITSM to join our team, specialising in Systems/Information Technology, located in Guadalajara, Mexico. This is a hybrid role with 3 days onsite and 2 days home office.

As a Software Engineer - ITSM, you will be responsible for developing software programs per technical specifications following programming standards and procedures, performing testing, executing program modifications, and responding to problems by diagnosing and correcting errors in logic and coding.

Key Responsibilities:

• Ensures secure coding and UI standards and best practices are applied during development.
• Provides input and contributes to the enhancement and maintenance of applications and programs.
• Leads efforts to configure, analyse, design, develop, and maintain program code and applications.
• Performs detailed and complex unit testing and secure code testing, and issues resolution.
• Drives and supports the process for source code management.
• Contributes to integration, systems, and performance testing and tuning of code.
• Participates in peer secure code reviews.
• Defines and promotes opportunities for re-usability of code, configurations, procedures, and techniques.
• Designs, develops, troubleshoots, and deploys technical solutions on the ServiceNow platform, focusing on ITSM modules like Incident, Problem, and Change Management to meet organisational goals.
• Implements and debugs technical solutions with an emphasis on quality and efficiency.
• Creates and configures Business Rules, UI Policies, UI Actions, Client Scripts, Script Includes, ACLs, etc.
• Develops and maintains automated test scripts with ServiceNow's Automated Test Framework (ATF) for both functional and regression testing.
• Participates in design and code reviews to verify the development team's comprehension of specifications and compliance with coding standards.
• Utilises automation where possible to facilitate effective build and deployment processes.
• Assists technical and infrastructure teams in understanding ServiceNow design and specs, collaborates across functions to deliver quality solutions and improve processes.
• Contributes to IT standards, processes, procedures, guidelines, and end-user support documentation.
• Delivers level 3 support for high-priority issues.
• Offers training to end users and junior team members as required.

Education, Licenses, Certifications:

• College, university, or equivalent degree in Computer Science, Information Technology, Business, or related subject, or relevant equivalent experience required.
• This position may require licensing for compliance with export controls or sanctions regulations.

Requirements:

• 4 years of experience with software design and ServiceNow development.
• Proficiency in ServiceNow ITSM, including platform analytics, dashboards, reports, and implementation of catalog items and record producers.
• Knowledge of Virtual Agent and Agent Chat capabilities.
• Experience in working with Web technologies, including API, JavaScript, HTML, and CSS.
• Familiarity with ServiceNow development tools such as Flow Designer, Studio IDE, and Update Sets.
• Experience with ServiceNow integration with 3rd party software and applications.
• Strong problem-solving abilities, communication skills, teamwork, and a solution-focused mindset.
• Advanced English Level.

Nice To Have:

• ITIL v3 or v4 foundations certification, solid knowledge of Agile delivery, and ServiceNow application developer/system administrator certifications highly preferred.

Benefits:

• Financial savings plan for retirement
• Comprehensive healthcare benefits for you and your family
• Celebrating diverse perspectives to build a more diverse workforce
• Flexible working arrangements, paid holidays, and parental leave
• Education assistance and financing options
• Annual merit-based bonuses and profit-sharing
• Volunteer opportunities
• Training and development programmes