ITSM Pod - Software Engineer III
McDonald's4 days ago
Hyderābād, IndiaSenior
Responsibilities
- Own technical delivery for the ITSM engineering pod and act as its lead technical authority.
- Define solution specifications, design patterns, data models, and architecture for complex ServiceNow capabilities.
- Lead design reviews, code audits, sprint execution, technical blocker resolution, and delivery commitments.
- Lead engineering across Major Incident, Problem, Change, Service Operations Workspace, CMDB/CSDM 4.0, and Discovery.
- Architect secure and resilient integrations with monitoring, SIEM, identity, collaboration, and other enterprise platforms.
- Translate business priorities into sequenced backlogs, user stories, and milestones with Product Managers and IT stakeholders.
- Balance feature delivery with platform health, technical debt reduction, refactoring, and upgrade readiness.
- Use ATF and release pipelines to accelerate deployments and reduce production risk.
- Lead testing, cutover, validation, and readiness activities for major ServiceNow upgrades.
- Mentor engineers on ServiceNow development patterns, clean coding, and architecture.
- Serve as the senior escalation point for critical outages and lead root-cause analysis and preventive remediation.
- Document engineering standards, reusable scripts, and technical designs.
Requirements
- Bachelor’s degree in Computer Science, Information Systems, Software Engineering, or an equivalent technical field is required; a master’s degree is preferred.
- At least 8 years of progressive ServiceNow platform engineering and technical delivery experience, or at least 6 years with a master’s degree.
- Proven experience leading technical delivery for enterprise ITSM implementations in a global Fortune 500 environment.
- Expertise in ServiceNow architecture, scripting, Business Rules, Flow Designer, Integration Hub, and UI configuration.
- Strong experience with CMDB, CSDM 4.0, Service Operations Workspace, Service Catalog, and Performance Analytics.
- Experience with REST/SOAP APIs, OAuth, webhooks, MID Server clustering, and asynchronous integrations.
- Ability to design scalable enterprise solutions, lead platform migrations, and guide Agile technical teams.
- Strong knowledge of ITIL, enterprise architecture, ATF, and platform security governance.
- ServiceNow Certified System Administrator certification is required.
- ServiceNow Certified Application Developer certification is required.
- ServiceNow Certified Implementation Specialist – IT Service Management certification is required.
- ServiceNow Certified Technical Architect or Certified Master Architect certification is strongly preferred.
- ITIL v3/v4 Managing Professional or Expert certification is preferred.
Tech Stack
Apache KafkaSOAP
Categories
About McDonald's
McDonald’s operates and franchises quick-service restaurants serving burgers, chicken, breakfast items, coffee, and soft drinks to consumers worldwide. The company earns revenue from company-operated restaurants plus franchising fees and real-estate rent paid by independent owner-operators, who run about 95% of its 40,000+ locations across 100+ countries. Founded in 1955 and headquartered in Chicago, it is publicly traded on the NYSE under the ticker MCD.