Software Engineer in ServiceNow team, Product Support Services (IGT1 Lanka: Sitecore)

About IGT1 Lanka 

IGT1 Lanka is a rapidly growing offshore technology and talent solutions company based in Port City Colombo. We are a fully owned subsidiary of IGT I Holdings Sweden AB, funded by the three of world’s leading private equity firms; EQT Group, Hg, and TA Associates. We’re also proud to be a sister company of IFS, Sri Lanka’s largest and most established technology company. 

At IGT1 Lanka, we partner with global businesses to scale operations, accelerate innovation, and build world-class SaaS platforms through high-quality offshore delivery. Our people-first culture champions diversity, teamwork, and continuous learning, creating an environment where talent thrives. 

With a team of over 400 professionals and counting, we are always looking for passionate, skilled individuals who want to make a global impact while being part of something extraordinary. 

Through our offshore collaboration model, you'll be embedded within the team of one of our esteemed international clients, contributing directly to high-impact, enterprise-level initiatives. 

About the client: Sitecore 

Sitecore delivers a composable digital experience platform that empowers the world’s smartest and largest brands to build lifelong relationships with their customers. A highly decorated industry leader, Sitecore is the leading company bringing together content, commerce, and data into one connected platform that delivers millions of digital experiences every day. Thousands of blue-chip companies including American Express, Porsche, Starbucks, L’Oréal, and Volvo Cars rely on Sitecore to provide more engaging, personalized experiences for their customers.

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.

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 or scheduled weekend work, all in compliance with local labour regulations.

Preferred Skills and Experience:

• 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.
• Willingness to participate in a 24x7 on-call rotation and occasional weekend or after-hours support.

Experience in the following would be a plus:

• 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, Vue.js, etc.)
• Performance tuning, security hardening and architecture design of high-volume enterprise ServiceNow instances.

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences. By fostering a sense of community, we drive innovation, strengthen connections, and nurture belonging. Our commitment ensures you can work in a way that suits you best, while also engaging with colleagues to share ideas and build meaningful relationships. #Li-Hybrid