Software Engineer - ServiceNow CRM

About the role

ServiceNow is looking for a Software Engineer in Dublin to design and build features across CSM Playbooks and customer service workflows, including case and work order management and guided agent experiences. You will own complex components end to end, working closely with product, design and adjacent platform teams to ship workflows that agents and customers rely on every day.

Key responsibilities

• Build high-quality, scalable, clean and reusable applications and integration solutions using the ServiceNow platform and related technologies.
• Partner with product owners to understand requirements and own your code from design, implementation, test automation to delivery.
• Design and develop scalable, maintainable software components with a focus on performance and reliability.
• Own critical technical initiatives from planning to deployment, and improve existing applications and services.
• Explore the latest ServiceNow features, evaluate them for adoption and develop proof-of-concept prototypes.
• Promote best practices in platform development, integrations and performance optimization, and mentor engineers.

Required profile

• 2+ years of software engineering experience.
• Bachelor's degree in CS, software engineering or a related field, or equivalent practical experience.
• Hands-on experience writing agentic instructions and prompts, designing autonomous workflows and evaluating them.
• Production experience with LLM APIs, retrieval-grounded features, agent orchestration, tool and function calling, and structured output enforcement, including at least one model or orchestration migration through production.
• On-call and incident-command experience on customer-facing systems, including owning the fixes.

Required skills

• Java, JavaScript/TypeScript, React and demonstrated ability to learn new tools quickly.
• Familiarity with automated testing frameworks such as JUnit, Selenium, TestNG, Playwright and CI/CD integration.
• System design, APIs, data modelling and testing across front-end, server-side and relational data.