Software Engineer

Engineering & Technology
Kuala Lumpur,
Malaysia

Description

Software Engineer in ServiceNow team, Product Support Services

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world's most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L'Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values guide how we lead, innovate, and connect. They are the behaviors that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences. Learn more at 

About the Role:

Sitecore's ServiceNow engineering team builds and evolves the digital support ecosystem that our partners and customers rely on – Sitecore Support & Self-Service Portal, Sitecore Community, Sitecore Knowledge Base. Our team plays a critical role in enabling Sitecore's global support organization to deliver high-quality, efficient services.

What You'll Do:

As a Software Engineer in this team, you'll own the end-to-end development of the new features, customization of ServiceNow applications, crafting workflows, user interfaces and REST integrations with CRMs, inventory systems and other Sitecore infrastructure.

The ServiceNow team is at the forefront of introducing AI capabilities into Sitecore's support workflows. You'll have the opportunity to help build AI agents, intelligent knowledge recommendations, automated triage processes and many other AI capabilities and workflows that leverage latest LLM developments to streamline issue resolution and customer support. Beyond AI, the team tackles a wide variety of challenging enterprise-grade projects – from new application rollouts to performance tuning and security hardening.

To ensure continuous availability of our critical support systems, the role may require participation in a 24x7 on-call rotation, scheduled work on weekends or irregular shifts, all in compliance with local labor regulations.

What You'll Need:

• 2+ years of hands-on ServiceNow development and customization (server- and client-side scripting, Business Rules, Script Includes, UI Actions, Client Scripts, UI Policies, Update Sets, Import Sets, Transformation Maps, etc.)
• Experience with Flow Designer, building Service Portal widgets and UI Builder applications.
• Strong JavaScript (ES6+) skills and familiarity with AngularJS/ServiceNow UI frameworks.
• Understanding of core ITSM/CSM modules (Case, Incident, Problem, Change, Request, Knowledge Management).
• Excellent problem-solving skills, clear written and verbal communication, ability to collaborate across the teams.
• Ability to participate in a 24x7 on-call rotation and occasional weekend or after-hours support.

Additional Skills That Set You Apart:

• Experience in integrating ServiceNow with external systems (CRMs, Identity Providers, etc.) for inbound and outbound data flow.
• Hands-on integration of large language models (GPT-based agents, Azure OpenAI, Azure AI Search, etc.) into business workflows.
• ServiceNow Certified System Administrator, Certified Application Developer or other platform certifications.
• Front-end development frameworks beyond ServiceNow (React, , etc.)
• Performance tuning, security hardening and architecture design of high-volume enterprise ServiceNow instances.

Sitecore is proud to be an equal opportunity workplace. We are committed to equal employment opportunity without unlawful regard to race, color, ancestry, religion, gender, national origin, sexual orientation, age, citizenship, marital status, disability, veteran status or any other local legally protected characteristic.