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About the Role

Join our Enterprise Services squad on the ServiceNow platform, focusing on Customer Service Management (CSM) and scoped applications. You will act as the Technical Owner, translating business needs into robust, scalable solutions and making primary technical decisions for design, implementation, and sustainability.

Responsibilities

Act as the Technical Owner for the squad's products, owning the technical 'how'.
Partner closely with the Product Owner to translate business needs into robust, scalable solutions.
Be the primary technical decision-maker for design choices, implementation quality, and long-term sustainability.
Design, build, configure, and evolve ServiceNow capabilities, including workflows, integrations, automations, and reporting.
Utilize core platform features such as Flow Designer, IntegrationHub, UI Builder, and Performance Analytics.
Work closely with engineers, architects, and stakeholders to keep solutions aligned with enterprise architecture principles and platform governance.
Proactively manage technical debt, promote reuse of patterns, and keep application boundaries clean.
Operate with a high degree of autonomy.
Raise the technical bar across the squad through design discussions, code reviews, and mentoring.
Surface risks, trade-offs, and modernization needs early.
Own the technical narrative for the squad's products, clearly articulating designs, decisions, risks, and trade-offs.
Hold firm in technical discussions with senior stakeholders.
Design robust, scalable, and secure ServiceNow solutions aligned with platform governance and enterprise architecture standards.
Deliver high-quality results with minimal supervision.
Identify opportunities for improvement that enhance platform capabilities.
Create clear and concise design and technical documentation.
Communicate effectively with technical and non-technical stakeholders.
Troubleshoot complex technical issues efficiently, focusing on root cause analysis and sustainable fixes.
Coach and develop other engineers through code reviews, design discussions, and hands-on pairing.
Collaborate effectively across squads, chapters, and architecture roles in a fast-paced Agile environment.

Requirements

8+ years of experience developing and maintaining ServiceNow solutions in complex, enterprise environments.
Demonstrated experience as the senior technical reference for a product or squad, owning design decisions end to end.
Strong hands-on experience with ServiceNow CSM.
Proven experience designing and delivering scoped applications, including application boundaries, cross-scope access, and lifecycle management through source control.
Experience in solution performance, integrations, and overall product reliability.
Proficiency in JavaScript and ServiceNow development, including server and client-side scripting, security, performance considerations, and debugging.
Experience designing and building ServiceNow integrations using REST, GraphQL, IntegrationHub, security configuration, and third-party apps.
Experience mentoring engineers and establishing engineering standards within a team.

Skills

ServiceNow CSM
Scoped applications
Flow Designer
IntegrationHub
UI Builder
Performance Analytics
JavaScript
Server-side scripting
Client-side scripting
REST
GraphQL
Agile

Location

Boston, MA

Work Type

Full-time

Experience Level

8+ years

Education Level

ServiceNow certifications are highly preferred (e.g., CSA, CAD, CSM, CTA)

About the Company

Boston Consulting Group partners with leaders in business and society to tackle their most important challenges and capture their greatest opportunities.
BCG was the pioneer in business strategy when it was founded in 1963.
Today, we help clients with total transformation-inspiring complex change, enabling organizations to grow, building competitive advantage, and driving bottom-line impact.
To succeed, organizations must blend digital and human capabilities.
Our diverse, global teams bring deep industry and functional expertise and a range of perspectives to spark change.
BCG delivers solutions through leading-edge management consulting along with technology and design, corporate and digital ventures—and business purpose.
We work in a uniquely collaborative model across the firm and throughout all levels of the client organization, generating results that allow our clients to thrive.

Equal Opportunity

Boston Consulting Group is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity / expression, national origin, disability, protected veteran status, or any other characteristic protected under national, provincial, or local law, where applicable, and those with criminal histories will be considered in a manner consistent with applicable state and local laws.
BCG is an E - Verify Employer.