Catalog & Portal, ServiceNow - Software Engineer II

Department Overview

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the strategic leadership of McDonald’s digital employee experience across ServiceNow Service Portal, Employee Center Pro, and Enterprise Service Catalog platforms.

The Software Engineer II– ServiceNow Catalog & Portal is a hands-on senior technical lead, product delivery owner, and frontend architecture specialist responsible for spearheading the technical vision, architectural framework, and engineering execution for unified employee portal and catalog capabilities within the ServiceNow Golden Instance. This role leads the design and development of omnichannel digital portals, intelligent enterprise search (AI Search), Virtual Agent integrations, dynamic multi-tier catalog fulfillment engines, and configurable workspace interfaces across McDonald’s global footprint.

Serving as a senior individual contributor and technical mentor, the Software Engineer II collaborates closely with Product Managers, UX/UI Designers, Enterprise Architects, and functional leaders (HR, IT, Finance, Legal, Global Business Services) to translate employee experience strategies into high-performance, accessible, and scalable digital solutions.

Duties

• Serve as the lead technical authority and engineering owner for the Catalog & Portal software engineering pod.
• Architect scalable, extensible frontend architectures and design systems across ServiceNow Service Portal, Employee Center Pro, and Next Experience / UI Builder workspaces.
• Establish enterprise development standards for custom widget creation, reusable Angular components, CSS/SASS design systems, and client-side performance optimization.
• Lead architectural reviews, UI/UX code audits, and technical governance to minimize technical debt and maintain upgrade resilience.
• Lead the engineering of enterprise-scale Service Catalogs, dynamic Order Guides, multi-persona taxonomy models, and complex catalog routing engines.
• Architect intelligent enterprise search experiences leveraging ServiceNow AI Search, Genius Results, and machine-learning search tuning.
• Lead the technical integration of conversational AI (Virtual Agent / NLU) and omni-channel notifications (Now Mobile, MS Teams) into unified portal workflows.
• Implement robust web accessibility standards (WCAG 2.1 AA) and multi-language/localization support across global restaurant and corporate personas.
• Partner with Digital Workplace Product Owners, ESM Leadership, and cross-functional business stakeholders to shape the portal roadmap, prioritize feature backlogs, and define engineering deliverables.
• Balance consumer-grade UI innovation with platform health, security, and ServiceNow upgrade readiness (e.g., Brazil release).
• Enforce strict coding standards, preventing DOM manipulation vulnerabilities and maintaining clean ServiceNow HealthScan compliance.
• Implement automated testing strategies for portal widgets and catalog flows using the ServiceNow Automated Test Framework (ATF).
• Lead release planning, update set deployments, and post-upgrade validation for all digital experience components.

Qualifications

• Bachelor’s degree in Computer Science, Software Engineering, HCI, Information Systems, or equivalent; Master’s preferred.
• 6+ years in software engineering and ServiceNow development, including leading enterprise Service Portal and Employee Center implementations.
• Expertise in HTML5, CSS3, SASS, Bootstrap, JavaScript, AngularJS, and modern web APIs.
• Expertise in ServiceNow Service Portal, Employee Center Pro, widgets, $sp APIs, and UI Builder.
• Experience with Service Catalog architecture, Flow Designer, Process Automation Designer, and AI Search.
• Strong knowledge of REST/SOAP APIs, JSON, and secure token authentication.
• Proven ability to lead technical teams and deliver enterprise UX frameworks and high-traffic applications.
• Knowledge of WCAG 2.1, web performance optimization, and ITIL v4.

Certifications (Required / Preferred)

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Application Developer (CAD) – Required
• ServiceNow Micro-Certification – Service Portal / Employee Center – Preferred
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) – Strongly Preferred
• ITIL v3 / v4 Foundation or Managing Professional – Preferred