Sr Software Engineer, ServiceNow

Washington, DC, United States

Position Title: Sr Software Engineer, ServiceNow (P4)

Company Summary

Crown Castle is the nation’s largest provider of shared communications infrastructure: towers, small cells and fiber. It all works together to meet unprecedented demand—connecting people and communities and transforming the way we do business. Whenever you make a call, track a workout or stream music and videos, we’re the ones providing the communications infrastructure that makes it all possible. From 5G and the internet of things to drones, autonomous vehicles and AR/VR, we enable the technologies that help people stay safe, connected and ready for the future. Crown Castle is publicly traded on the New York Stock Exchange (CCI), is part of the S&P 500 and is one of the largest Real Estate Investment Trusts in the US.

We offer a total benefits package and professional growth development for teammates in any stage of their career. Along with caring for our teammates, we’re an active member in the communities where we live, work and do business. We have a responsibility to give back, which we do through our Connected by Good program. Giving back allows us to improve public spaces where people connect, promote public safety and advance access to education and technology.

Role

As a Sr Software Engineer, ServiceNow you possess specialized knowledge in CSM/TSM, FSM, and TSOM. You will play a pivotal role in ensuring seamless and efficient service delivery across these critical areas. Your responsibilities will encompass designing, configuring, and customizing ServiceNow modules to align with the company's service strategies. You will lead the implementation of complex workflows, automation, and integrations to optimize customer support, field service operations, and technical issue resolution. Your expertise will be vital in analyzing business requirements, translating them into technical solutions, and providing guidance on best practices. Collaborating with cross-functional teams, you will drive process enhancements, troubleshoot issues, and contribute to continuous improvement efforts. You will establish governance, quality assurance, and performance standards, while also mentoring junior engineers. Your role will be instrumental in delivering exceptional service experiences and upholding the highest standards of service management within the organization.

Responsibilities

Lead the design, configuration, and customization of ServiceNow modules for CSM/TSM, FSM, and TSOM.

Implement and optimize complex workflows, automation, and integrations to streamline customer support, field service operations, and technical issue resolution processes.

Analyze business requirements and translate them into effective technical solutions within the ServiceNow platform.

Collaborate with cross-functional teams to drive process enhancements, ensuring seamless alignment between service strategies and technology implementation.

Define and enforce governance, quality assurance, and performance standards for service delivery within the ServiceNow environment.

Mentor and guide junior engineers in best practices, coding standards, and effective utilization of ServiceNow capabilities.

Stay abreast of industry trends and advancements in ServiceNow technology to recommend innovative solutions and improvements.

Contribute to the continuous improvement of service management practices by analyzing data, identifying trends, and proposing strategic enhancements.

Expectations

Self-motivated individual who can handle ambiguous/undefined problems and think abstractly to deliver results

Demonstrate a strong sense of ownership, urgency, and drive as well as the ability to work well with diverse teams.

Ability to effectively articulate and document technical challenges and solutions to business users and other technical teams

Seeks to develop compelling insights and logical arguments to persuade others.

Demonstrate curiosity and flexibility to diverse styles and perspectives that could drive business outcomes

Mentor team members and conduct periodic learning sessions

Education/Certifications

Bachelor’s degree or higher or equivalent in Computer Science, Engineering, Information Systems, or related discipline

Cloud Certifications preferred

Experience/Minimum Requirements

8+ years’ experience on the ServiceNow Platform

3+ years’ hands-on experience with CSM/TSM, FSM, and/or TSOM

Proven ability to design, configure, and customize ServiceNow modules to meet specific business requirements

Track record of analyzing existing processes, identifying bottlenecks, and implementing improvements using ServiceNow capabilities to streamline service delivery and issue resolution

Strong understanding of integrating ServiceNow with other systems and tools

Intimate familiarity with ServiceNow best practices and development standards

Leadership or mentorship experience in guiding and advising junior engineers and fostering professional growth and development.

A solid grasp of development, automation, and monitoring tools and practices.

Thorough understanding of Software Development Life Cycle (SDLC) best practices.

Comfort and experience working in an Agile environment

Working Conditions: This is a remote role with the expectation of on-site/in-person collaboration with teammates and stakeholders for moments that matter and may require up to 15-20% travel.

For New York, Colorado, California, and Washington residents - The hiring range offered for this position is $148,000 - $180,000 annually. In addition to salary, employees are eligible for an annual bonus of up to 20% of annual salary and restricted stock. Employees (and their families) are eligible for medical, dental, vision, and basic life insurance. Employees are able to enroll in our company’s 401k plan. Employees will also receive 18 days of paid time off each year and 12 paid holidays throughout the calendar year.

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