ServiceNow CSM Principal Engineer & Platform Lead

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

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