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About the Role
Serve as the senior technical authority for Customer Service Management (CSM) and scoped applications within the ServiceNow platform, embedded in the squad responsible for Enterprise Services. Act as the Technical Owner for the squad's products, owning the technical "how" and translating business needs into robust, scalable solutions. This is a hands-on role requiring design, build, configuration, and evolution of platform capabilities.
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 platform capabilities across workflows, integrations, data models, APIs, and reporting
- Keep solutions aligned with enterprise architecture principles and platform governance
- Proactively manage technical debt, promote reuse of patterns, and keep application boundaries clean
- Utilize AI-assisted and agentic development tools, ensuring quality, security, and maintainability
- Operate with a high degree of autonomy, raise the technical bar across the squad, and 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
- Deliver high-quality results with minimal supervision
- Identify opportunities for improvement and pick up new technologies
- Create clear and concise design and technical documentation
- Communicate effectively with technical and non-technical stakeholders
- Coach and develop other engineers through code reviews, design discussions, and hands-on pairing
Requirements
- 8+ years of experience designing, developing, and maintaining enterprise software solutions
- Significant depth on the ServiceNow platform
- 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 and scoped application design, including application boundaries, cross-scope access, and lifecycle management through source control
- Experience in solution performance, integrations, and overall product reliability
- Proficiency in JavaScript, including server and client-side scripting, security, performance considerations, and debugging
- Hands-on experience applying AI coding assistants and agentic tools across the SDLC, with awareness of their failure modes and the guardrails needed for secure use
- Experience designing and building integrations using REST and GraphQL APIs, including authentication and API security configuration, across third-party systems
- Experience with upgrades and maintenance is a plus
- ServiceNow certifications are highly preferred (e.g., CSA, CAD, CSM)
Skills
- ServiceNow CSM
- ServiceNow platform
- JavaScript
- REST APIs
- GraphQL APIs
- AI coding assistants
- Agentic tools
- Technical documentation
- Data analysis
- Agile methodologies
Location
- Global
Work Type
- Full-time
Experience Level
- Senior
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.