Why This Job is Featured on The SaaS Jobs
This Principal ServiceNow Engineer role stands out in the SaaS ecosystem because it sits inside a cloud platform company where operational tooling has to support product delivery at enterprise scale. ServiceNow is positioned here as a core system of record for IT and service workflows, spanning modules like ITSM, ITOM, CSM, and CMDB, with an emphasis on integrations and platform governance rather than isolated app building.
For a long-term SaaS career, the mandate is valuable because it develops the kind of platform engineering judgment that transfers across mature SaaS organizations: setting standards, translating architecture into implementation, and improving reliability and performance over time. The work also reinforces modern delivery disciplines, including CI/CD, automated testing, and integration patterns that connect internal systems, which are increasingly central as SaaS companies industrialize their internal operations.
The strongest fit is a senior, hands-on engineer who prefers being an escalation point while still writing and reviewing production-grade solutions. It suits someone comfortable aligning multiple stakeholders on technical trade-offs, mentoring experienced engineers, and operating in environments where security, compliance, and global collaboration shape day-to-day engineering decisions.
The section above is editorial commentary from The SaaS Jobs, provided to help SaaS professionals understand the role in a broader industry context.
Job Description
Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
Principal ServiceNow Engineer is a highly senior technical leadership role responsible for shaping, governing, and delivering complex ServiceNow solutions across the enterprise. The Principal ServiceNow Engineer operates at the intersection of architecture, engineering excellence, and delivery execution, serving as a hands-on technical authority and escalation point for the most complex platform challenges. This role partners closely with ServiceNow Architects, Engineering Managers, and business stakeholders to ensure the platform is scalable, secure, performant, and aligned with long-term strategic objectives.
Key Responsibilities
- Lead the technical design and implementation of complex ServiceNow solutions across multiple modules (e.g., ITSM, ITOM, ITAM, CSM, CMDB, Workflow/Flow Designer).
- Act as the highest-level engineering authority for ServiceNow implementations, providing guidance on complex technical decisions, trade-offs, and risks.
- Partner with ServiceNow Architects to translate architectural standards and reference designs into executable engineering solutions.
- Own and enforce engineering standards, coding guidelines, integration patterns, and automation best practices across teams.
- Design and oversee complex integrations using Integration Hub, REST APIs, web services, event-driven patterns, and enterprise integration tools.
- Review and approve technical designs, user stories, and implementation approaches for high-impact initiatives.
- Drive performance, scalability, and reliability improvements through advanced engineering techniques and platform optimization.
- Provide hands-on support for critical incidents, escalations, and complex troubleshooting scenarios.
- Mentor Senior Engineers and Engineers, raising the overall technical maturity of the ServiceNow delivery organization.
- Contribute to and continuously improve SDLC, CI/CD, testing, and release processes for ServiceNow.
- Collaborate with security, infrastructure, and compliance teams to ensure solutions meet enterprise security and regulatory requirements.
- Communicate complex technical topics clearly to both technical and non-technical stakeholders.
- Fluent English is mandatory, as the role requires daily collaboration with global teams and senior stakeholders.
Minimum Requirements
- 7+ years of hands-on experience with the ServiceNow platform, including deep technical implementation across multiple modules.
- Expert-level understanding of ServiceNow architecture, data model, CMDB, security (ACLs), integrations, and performance considerations.
- Proven experience leading the technical delivery of large, complex, and multi-stream ServiceNow initiatives.
- Strong experience designing and implementing advanced integrations using REST APIs, Integration Hub, and enterprise integration patterns.
- Deep understanding of ITIL processes and how they are implemented and optimized within ServiceNow.
- Strong experience with SDLC and DevOps practices for ServiceNow, including source control, automated testing, and CI/CD pipelines.
- Exceptional problem-solving and analytical skills, with the ability to navigate ambiguity and complex technical environments.
Desired Certifications:
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Application Developer (CAD)
- Integration Hub Implementation Specialist
- ITSM/ITOM//CSM Implementation Specialist
- ITIL v3 or ITIL 4 Foundation certification.
Preferred Qualifications
- Experience operating in large-scale, global, or enterprise ServiceNow environments.
- Experience supporting or governing multiple ServiceNow delivery teams.
- Exposure to advanced automation, observability, or AIOps use cases integrated with ServiceNow.
- Experience working in Agile delivery environments at scale.
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About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
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