Senior ServiceNow Engineer

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 throughout 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 error handling, logging, and monitoring for integrations and automations

• Ensure solutions meet security, performance, scalability, and maintainability standards

• Work with Now Assist, Control Tower, and other ServiceNow AI capabilities

• Support testing, releases, troubleshooting, and production stability, including integration-related issues

• Mentor engineers and administrators and promote platform and integration best practices

• Collaborate daily 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 Certified System Administrator (CSA) certification

• ITIL Foundation (v3 or ITIL 4) certification

Desirable Requirements:

• ServiceNow Certified Application Developer (CAD) certification

• Experience across multiple ServiceNow modules (ITSM, ITOM, ITAM, CSM) in complex enterprise environments

• Experience implementing ServiceNow AI capabilities (e.g., Now Assist, Control Tower)

Our Benefits

At Genesys, we’re committed to supporting your well-being, growth, and work–life balance. Our comprehensive benefits package includes:

• Flexible work options – Choose what works for you with hybrid schedules, work-from-home flexibility, and the option to collaborate onsite in our state-of-the-art Galway office.

• Career development & growth – Access continuous learning opportunities, mentoring, and clear paths for advancement.

• Competitive pension scheme – Invest in your future with an excellent employer-supported pension plan.

• Annual bonus program – Be rewarded for your impact and contributions.

• Comprehensive health coverage – Including private health insurance, access to company dental plan, and wellness supports.

• Financial protection – Enjoy Income Protection and Life Assurance, along with access to dedicated financial planning resources to help you make confident, informed decisions about your future.

• Family-friendly policies – Generous paid maternity and paternity leave, along with supportive leave options designed for every stage of life.

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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:

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.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.