ServiceNow CSM Principal Engineer

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.

What You'll Do

You will 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. The squad delivers and operates business-critical solutions used globally across BCG. In this role, you will act as the Technical Owner for the squad's products, owning the technical "how" and partnering closely with the Product Owner to translate business needs into robust, scalable solutions. You will be the primary technical decision-maker for design choices, implementation quality, and long-term sustainability, including the integrations, performance, and overall health of the products in your scope. This is a hands-on role. You will design, build, configure, and evolve platform capabilities across workflows, integrations, data models, APIs, and reporting, working with core ServiceNow features as well as adjacent technologies where the solution requires it. You will keep solutions aligned with enterprise architecture principles and platform governance, proactively managing technical debt, promoting reuse of patterns, and keeping application boundaries clean so the platform stays extensible. AI-assisted and agentic development tools are expected to be part of your everyday engineering practice, with you accountable for the quality, security, and maintainability of what ships. You will operate with a high degree of autonomy, raise the technical bar across the squad, and surface risks, trade-offs, and modernization needs early.

YOU’RE GOOD AT

• Owning the technical narrative for the squad's products, clearly articulating designs, decisions, risks, and trade-offs, and holding firm in technical discussions with senior stakeholders.
• Designing robust, scalable, and secure solutions aligned with platform governance and enterprise architecture standards.
• Delivering high-quality results with minimal supervision, identifying opportunities for improvement, and picking up new technologies as the product landscape evolves.
• Creating clear and concise design and technical documentation to support robust implementation and long-term maintainability.
• Communicating effectively with technical and non-technical stakeholders, including well-structured demos and insightful data analysis.
• Coaching and developing other engineers through code reviews, design discussions, and hands-on pairing.

What You'll Bring

• 8+ years of experience designing, developing, and maintaining enterprise software solutions, with 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.
• 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.
• ServiceNow certifications are highly preferred (e.g., CSA, CAD, CSM).

Who You'll Work With

You will join an existing Agile squad comprised of engineers, analysts, a product owner, and scrum master. You will report to the ServiceNow Chapter Lead and will work closely with the product owner and scrum master to shape and prioritize your work each sprint, as well as with architects and other chapter members to keep solutions aligned across the wider technology landscape.