Supervisor, Applications & Software Engineering (ServiceNow Development)

The Supervisor, Applications & Software Engineering - ServiceNow Development oversees and guides the development of functionality within assigned domains, products, or services in application development that impact future business capabilities. Leads teams in designing, developing, and maintaining complex, integrated systems and architectures. Demonstrates strong technical leadership, cross-domain expertise, and the ability to align technical direction with business strategy. Responsible for supervising engineers in creating, testing, and implementing software that provides robust infrastructure and applications used across business units.

Required Skills & Experience Hands-on ServiceNow development experience, including scoped applications (preferred). Familiar with a JavaScript framework and scaling enterprise solutions and applications. Has used or implemented AI solutions in a production system. Familiar with AI-assisted development and the best practices around it.

Responsibilities

• Leads and supervises the application development process and underlying frameworks.

• Oversees and reviews application design to ensure technical and architectural alignment.

• Coordinates and prioritizes development efforts across multiple platforms and teams.

• Partners with QA leadership to ensure testing quality, coverage, and efficiency.

• Establishes and enforces framework and software standards; drives continuous improvement initiatives.

• Evaluates development processes and implements strategies to enhance team performance and delivery.

• Plans and directs upgrades, migrations, optimizations, and new implementations, resolving performance or efficiency issues.

• Oversees the creation and review of scripts, templates, interfaces, and utility applications to optimize functionality.

• Ensures development, testing, troubleshooting, and documentation of new and enhanced systems meet organizational standards.

• Reviews and approves test plans for existing and new operating environments.

• Provides escalation-level (level 3) support for complex technical issues within area of responsibility.

• Leads root-cause analysis and resolution of high-impact systems problems.

• Defines and promotes coding standards, capacity planning, recovery strategies, and security practices.

• Monitors and evaluates team code quality; coaches developers toward technical excellence.

• Provides input on architectural direction and recommends solutions aligned with organizational goals.

• Identifies patterns and promotes conceptual thinking in solving systemic problems.

• Makes proactive leadership decisions to translate business direction into technical execution.

• Escalates issues appropriately to Technology Management while ensuring team accountability and ownership.

• Communicates effectively with Management and Technology Leadership to provide status, influence outcomes, and align priorities.

• Leads cross-functional meetings to build understanding and alignment between stakeholders.

• Provides mentorship, coaching, and performance feedback to engineering team members.

• Prepares and delivers presentations and communications to peers, management, and stakeholders.

Problem Solving & Analysis

• Applies conceptual thinking to identify patterns, root causes, and strategic solutions across teams.

• Uses data-driven approaches to evaluate trade-offs, risks, and impacts of technical decisions.

• Encourages systematic problem-solving within the team and fosters a culture of continuous improvement.

Decision Making / Autonomy

• Makes proactive, informed decisions that translate organizational direction into specific technical actions.

• Exercises independent judgment to prioritize initiatives and allocate team resources effectively.

• Escalates issues strategically to Technology Management while maintaining team autonomy in execution.

Communications / Interactions

• Communicates regularly with Management and Technology Leadership on status, issues, and outcomes.

• Leads cross-functional and stakeholder meetings to align business and technical objectives.

• Provides coaching, direction, and performance feedback to engineers and other technical staff.

• Prepares and delivers professional presentations and documentation to internal and external audiences.

Leadership Expectations

• Leadership: Provide clear direction to ensure collective achievement of goals and objectives. Create an environment of respect, collaboration, and open communication.

• Associate Development: Identify and support development needs of direct reports and team members including connecting them to resources both internally and externally to ensure a culture of continuous improvement.

• Associate Engagement: Create high levels of employee engagement by understanding organizational and personal drivers that impact drivers and developing action plans that deliver increased engagement.

• Performance management: Set clear goals and expectations for teams, monitor, and enable performance and intervene with appropriate action when performance gaps occur and provide timely, honest feedback. Ensure that associates complete assigned actions by required deadlines.

Core Competencies ServiceNow Platform Development & Governance (preferred) Delivery & Throughput Management Cross-Discipline Management

• All other duties as assigned.

Skills and Experience

• Minimum of five or more years of experience in software development is required.

• In-depth knowledge in SQL, modeling, databases, application servers, agile methodologies, and testing is required.

• Demonstrated experience mentoring developers and managing team performance and delivery metrics.

Skills

• Leadership and People Management.

• Application Design and Architecture Oversight.

• Application Maintenance and Lifecycle Management.

• Project Coordination and Prioritization.

• System Testing and Quality Assurance Integration.

• System Development Life Cycle (SDLC) Governance.

• Conceptual and Strategic Thinking.

• Collaboration and Communication.

Education and Qualifications

• Associate’s degree in MIS, Computer Science, Software Engineering or related field is required, or equivalent experience. Bachelor’s degree is preferred.