ServiceNow Software Engineer Manager

Overview

Lead the engineering team responsible for Ecolab's Associate Portal, the enterprise digital front door built on ServiceNow Employee Center Pro within HR Service Delivery. This is a hands-on engineering leadership role that owns quality, reliability and technical delivery of the portal.

What you'll do

• Lead, mentor and grow a team of ServiceNow engineers and technical leads, setting ownership, performance expectations, development plans and engineering objectives.
• Manage work across employees, contingent resources and implementation partners while retaining clear internal accountability for engineering outcomes.
• Develop the internal capability to own, operate and enhance the portal after implementation and knowledge transfer.
• Own engineering delivery for the Associate Portal on ServiceNow Employee Center Pro and HR Service Delivery, including portal pages, widgets, microsites, navigation, taxonomy and responsive experiences.
• Guide the use of audience groups, user criteria, HR criteria, personas, roles, regions and language preferences to deliver personalized experiences.
• Oversee enterprise search, knowledge, content, services, requests, approvals, tasks, communications and conversational assistance.
• Partner with UX leaders to ensure implemented experiences match approved designs and meet accessibility, usability and performance expectations.
• Partner with platform and enterprise architecture to define and enforce technical standards, and lead technical design reviews.
• Apply a configuration-first approach and manage customization risk, technical debt, unsupported components and platform upgrades.
• Establish and enforce standards for coding, peer review, source control, testing, documentation, deployment and release management.
• Drive automated testing using ServiceNow Automated Test Framework and implement quality gates across the delivery lifecycle.
• Lead defect management, root-cause analysis, corrective action and technical debt reduction.
• Lead estimation, backlog refinement, sprint planning, dependency management, release planning and delivery reviews with Product Management and the Product Owner.
• Oversee integrations with employee data, content, services, search, digital assets, communications, analytics and workflow systems, using IntegrationHub, REST and SOAP APIs and MID Servers.
• Provide technical oversight for integrations with Workday, Microsoft 365, SharePoint, Viva Engage, enterprise content systems and digital asset platforms.
• Partner with Enterprise AI and platform teams to integrate conversational assistance, enterprise search, knowledge-grounded responses and task automation, including EVA and other approved AI capabilities.
• Partner with content and business leaders on content creation, approval, publishing, personalization, localization and lifecycle management.
• Own engineering outcomes for portal availability, performance, stability, security, scalability and maintainability, including monitoring, alerting, support and escalation practices.
• Lead proactive remediation of vulnerabilities, recurring incidents, unsupported technologies and lifecycle risks.

What you'll need

• Bachelor's degree in Computer Science, Software Engineering, Information Systems or a related field, or equivalent relevant professional experience.
• 10+ years of progressive experience in software engineering, enterprise application development or platform engineering.
• 7+ years of hands-on ServiceNow experience spanning solution design, configuration, development, integration, testing and production support.
• 3+ years leading software engineers, technical leads or complex cross-functional engineering delivery teams.
• Strong experience with ServiceNow Employee Center, Employee Center Pro, Service Portal, or comparable ServiceNow portal technologies.
• Experience with ServiceNow HR Service Delivery, including employee experiences, HR services, knowledge, user criteria, HR criteria and related security considerations.
• Strong knowledge of JavaScript, Glide APIs, Flow Designer, IntegrationHub, REST and SOAP APIs, UI Builder and ServiceNow development practices.
• Experience delivering responsive, personalized, accessible and high-performing user-facing enterprise applications.
• Demonstrated experience establishing coding standards, testing practices, quality gates, architecture guardrails and release controls.
• Strong Agile delivery, stakeholder management and communication skills, including explaining technical decisions and tradeoffs to executive and nontechnical audiences.
• Proven people leadership, including coaching, performance management, capability development and work across globally distributed teams.

Nice to have

• ServiceNow Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist in HR Service Delivery.
• Experience implementing Employee Center Pro in a large, global enterprise.
• Experience with ServiceNow Knowledge Management, Content Experiences, Curated Experiences, taxonomy, audience targeting, AI Search and analytics.
• Experience with Virtual Agent, Now Assist, generative AI, enterprise search or conversational employee experiences.
• Experience integrating ServiceNow with Workday, Microsoft 365, SharePoint, Viva Engage, content platforms or digital asset management solutions.
• Experience with ServiceNow mobile capabilities, WCAG accessibility standards, multilingual experiences and dynamic translation.
• Experience transitioning delivery from a systems integrator to an internal product engineering and operating model.
• Experience leading globally distributed engineering teams supporting enterprise portals, intranets, digital workplaces or employee experience platforms.