Software Engineer

Position Title: Senior ServiceNow Engineer

Location: Remote LATAM

What you will be doing:

As a Senior Software Engineer, ServiceNow , you will work directly with business teams to understand operational processes and implement scalable solutions through code. You will contribute to a workflow management platform where human decisions, AI agents, and deterministic automation work together.

The environment uses ServiceNow Customer Service Management (CSM) for case management, with APIs and Kafka connecting it to the broader technology ecosystem. Your work will extend within and outside ServiceNow, contributing to backend integrations, frontend functionality, and platform components across observability, orchestration, and deployment.

You will work as an integrated member of the client’s engineering team, collaborating directly with technical leadership and business stakeholders, with ongoing ownership of the solutions you help deliver.

Key Responsibilities

• Work with business partners to understand operational activities and translate processes into systems and data.
• Develop expertise in the assigned business domain and identify opportunities to improve workflows and decision-making.
• Build event-driven workflow automations with observability incorporated from the outset, using durable execution and orchestration patterns.
• Design workflows that coordinate deterministic automation, AI agents, and human participation.
• Develop software within and outside ServiceNow, contributing to backend integrations and frontend functionality as needed.
• Contribute to solutions using ServiceNow CSM and integrations through APIs and Kafka.
• Develop and expand platform components across observability, orchestration, deployment, and case management.
• Contribute to and apply engineering standards for design, architecture, automated testing, CI/CD, and operations.
• Improve development workflows and contribute to a consistent developer experience across the team.

Required Skills & Experience

• 5+ years of experience as a software, data, or ML engineer.
• Foundational knowledge of databases and distributed systems.
• Deep understanding of the ServiceNow product portfolio, including capability selection and optimization.
• Experience with ServiceNow Customer Service Management (CSM).
• Experience managing large ServiceNow environments and platform upgrades.

Nice to Have Skills

• Experience building with TypeScript in a team environment.
• Experience managing AI agents and other nondeterministic systems in production.
• Practical experience with durable execution frameworks such as DBOS or Temporal.
• Extensive experience with Python, Kafka, Postgres, and AWS/GCP.
• Practical experience managing ServiceNow through code using Fluent and SDKs.
• CIS-CSM certification.

Soft Skills

• Analytical thinking and curiosity when investigating business processes.
• Ability to translate business needs into technical solutions.
• Clear communication with business partners and engineering teams.
• Ownership and accountability for the solutions delivered.
• Commitment to engineering quality and continuous improvement.
• Willingness to develop expertise in the assigned business domain.