ITSM Pod - Software Engineer III

Department Overview

This opportunity is part of the Global Technology Enterprise Products & Platforms (EPP) team, focused on Enterprise Service Management (ESM) and the strategic scaling and modernization of ServiceNow IT Service Management (ITSM) capabilities across McDonald’s global enterprise.

The Software Engineer III – ServiceNow ITSM is a hands-on senior technical lead, product delivery owner, and platform architect responsible for spearheading the end-to-end architecture, technical design, and delivery execution of advanced ServiceNow ITSM solutions within the ServiceNow Golden Instance ecosystem. This role leads major platform engineering initiatives, high-complexity systems integrations, and capability expansions. Serving as a senior individual contributor and technical mentor, the Software Engineer III collaborates directly with Senior Directors, Product Managers, Enterprise Architects, and global IT stakeholders to translate enterprise IT strategies into high-performance technical roadmaps, ensuring delivered solutions are secure, scalable, highly automated, and strictly aligned with enterprise platform governance.

Duties

• Own technical delivery for the ITSM engineering pod and serve as its lead technical authority.
• Define solution specifications, design patterns, data models, and architecture for complex ServiceNow capabilities.
• Lead design reviews and code audits to ensure enterprise standards, quality, and low technical debt.
• Guide sprint execution, resolve technical blockers, and ensure delivery commitments are met.
• Lead engineering across Major Incident, Problem, Change, Service Operations Workspace, CMDB/CSDM 4.0, and Discovery.
• Architect secure, resilient integrations with monitoring, SIEM, CI/CD, identity, and collaboration platforms using Integration Hub, REST/SOAP APIs, Kafka, and event-driven messaging.
• Translate business priorities with Product Managers, ESM leaders, and IT stakeholders into sequenced backlogs, user stories, and milestones.
• Balance feature delivery with platform health, technical debt reduction, refactoring, and upgrade readiness.
• Maintain strong platform health and ServiceNow HealthScan scores.
• Use ATF and CI/CD pipelines to accelerate releases and reduce production risk.
• Lead readiness, testing, cutover, and validation for major ServiceNow upgrades.
• Mentor engineers on ServiceNow development patterns, clean coding, and architecture.
• Serve as the senior escalation point for critical outages, leading root-cause analysis and preventive remediation.
• Document engineering standards, reusable scripts, and technical designs.

Qualifications

• Education: Bachelor’s degree in Computer Science, Information Systems, Software Engineering, or equivalent technical field; Master’s degree preferred.
• Experience: 8+ years of progressive experience in ServiceNow platform engineering and technical delivery (or 6+ years with a Master’s degree).
• Proven track record leading technical delivery for enterprise ITSM implementations in a global Fortune 500 environment.
• Expert 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.
• Skilled in REST/SOAP APIs, OAuth, webhooks, MID Server clustering, and asynchronous integrations.
• Proven 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.

Certifications

• ServiceNow Certified System Administrator (CSA) – Required
• ServiceNow Certified Application Developer (CAD) – Required
• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) – Required
• ServiceNow Certified Technical Architect (CTA) or Certified Master Architect (CMA) – Strongly Preferred
• ITIL v3 / v4 Managing Professional / Expert – Preferred