Senior ServiceNow Engineer

Genesys • Full-time • Galway (Flexible), Ireland • 2d ago

Why This Job is Featured on The SaaS Jobs

This Senior ServiceNow Engineer role stands out in SaaS because it sits at the operational core of a cloud platform business, where internal service workflows and customer support processes directly influence reliability and experience. With Genesys Cloud positioned around experience orchestration, the emphasis on ITSM, CSM, and AI capabilities in ServiceNow signals a mature, enterprise SaaS environment where platform governance and cross-system integrations are central rather than peripheral.

From a SaaS career perspective, the remit offers durable exposure to the mechanics of running and evolving a multi-module ServiceNow estate, including integrations, automation, and release stability. Work that blends architecture, security, performance, and maintainability maps closely to challenges faced across subscription software businesses as they scale internal operations. The inclusion of AI features such as Now Assist also aligns with a broader industry shift toward embedding automation into service delivery.

This role is best suited to senior engineers who prefer owning end-to-end technical design and partnering with distributed stakeholders. It will fit professionals who enjoy balancing build work with operational rigor, and who are motivated by mentorship and raising platform standards across teams.

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.

Senior ServiceNow Engineer

This is a senior technical engineering role responsible for designing, implementing, and evolving complex ServiceNow solutions across multiple modules, ensuring alignment with platform architecture, governance, and enterprise standards.

Key Responsibilities

Design, develop, and enhance ServiceNow solutions across ITSM, ITOM, ITAM, CSM, and related modules.
Translate business and functional requirements into scalable technical designs.
Provide technical leadership during design, development, and delivery phases.
Design, develop, and review scripts, workflows, Flow Designer automations, and integrations with external systems.
Build and maintain integrations using REST APIs, web services, IntegrationHub, and MID Servers, following approved integration patterns.
Implement appropriate error handling, logging, and monitoring for integrations and automations.
Ensure solutions meet security, performance, scalability, and maintainability requirements.
Experience with Now Assist, Control Tower, and other ServiceNow AI features.
Support testing, releases, troubleshooting, and production stability, including integration-related issues.
Mentor engineers and administrators and promote platform and integration best practices.
Fluent English is mandatory, as the role requires daily collaboration with global teams and stakeholders.

Minimum Requirements

4+ years of hands-on ServiceNow development and implementation experience.
Strong knowledge of ServiceNow scripting, data model, security, and integration patterns.
Solid understanding of ITIL processes and ServiceNow implementations.
Experience working within Agile and SDLC delivery models.
ServiceNow CSA and CAD certification.
ITIL Foundation v3 or ITIL 4 certification.

Our Benefits:

Flexible work schedules and work-from-home options
Development and career growth opportunities
Excellent pension scheme
Bonus scheme
Health Insurance
Income Protection & Life Assurance
Family-friendly leave allowances, including paid maternity and paternity leave.

If a Genesys employee referred you, please use the link they sent you to apply.

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:

If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.

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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.