ServiceNow CSM Principal Engineer

Boston Consulting Group (BCG); Greater London; On-site; GBP 110,000 - 160,000; Full time

Job summary

Boston Consulting Group in London seeks a senior technical authority for the ServiceNow-based Customer Service Management scope. You will own the technical design, lead hands-on development, and partner with the Product Owner to translate business needs into scalable, secure solutions across global enterprise services.

The role requires deep ServiceNow CSM expertise, strong JavaScript skills, and a proven ability to deliver maintainable platforms with robust integrations, observability, and

Qualifications

• 8+ years of experience designing and maintaining enterprise software, with deep ServiceNow knowledge.
• Demonstrated senior technical ownership for product/squad design decisions end-to-end.
• Hands-on ServiceNow CSM and scoped app design, including boundaries and lifecycle management.

Responsibilities

• Serve as senior technical authority for CSM on the ServiceNow platform.
• Design, build, configure, and evolve platform capabilities across workflows and APIs.
• Balance architecture governance with hands-on engineering; manage technical debt.
• Collaborate with Product Owner and squad; ensure security and maintainability.
• Create design and technical documentation; present demos to stakeholders.

Skills

ServiceNow CSM

Enterprise software design

JavaScript

API integrations

AI tools

Tools

REST APIs

GraphQL

Job description

Who We Are

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.

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
• Experience in solution performance, integrations, and overall product reliability (experience with upgrades and maintenance is a plus)
• 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.

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. Click here for more information on E-Verify.