Lead Software Engineer - ServiceNow

Overview: Responsible at the expert level for writing code and the overall team's technical requirements gathering. Completes work following banking technology standards and contributes to the overall stability and resiliency of banking technology within the Software Development Lifecycle (SDLC) while also coaching others. Lead design, development, and delivery of ServiceNow solutions, including Service Catalog items, record producers, Flow Designer workflows, and task orchestration. Architect and implement complex, multi-stage workflows with routing, approvals, SLAs, and parallel/sequential task execution. Serve as technical lead and subject matter expert for ServiceNow development, establishing standards, patterns, and best practices. Provide hands-on mentorship and technical coaching to junior and mid-level developers on ServiceNow development, workflow design, and platform capabilities. Drive adoption of reusable, modular, catalog-driven solutions to enable scalability and reduce duplication across the platform. Design and maintain approval frameworks, assignment group routing, and task lifecycle management aligned to enterprise processes. Lead code reviews, design reviews, and pair programming sessions to ensure high-quality, secure, and maintainable implementations. Establish and enforce ServiceNow development standards, including scripting best practices (server/client), naming conventions, and configuration management. Collaborate with Product Owners, Architects, and Business Analysts to translate business requirements into scalable technical solutions. Partner across teams to ensure clear ownership, accountability, and alignment of workflows, tasks, and integrations. Drive continuous improvement of workflows and processes, optimizing for efficiency, user experience, and operational outcomes. Design and support integrations between ServiceNow and external systems (e.g., Jira, internal APIs, cloud platforms). Implement and monitor workflow performance metrics (cycle time, SLA adherence, task completion) to improve platform effectiveness. Ensure all solutions align with enterprise architecture, governance, risk, and compliance standards, including auditability and traceability. Oversee source control, CI/CD pipeline alignment, and promotion of changes through development, test, and production environments. Contribute to and lead application and platform architecture decisions within the ServiceNow domain. Communicate technical designs, decisions, and tradeoffs effectively to both technical and non-technical stakeholders. Promote a culture of engineering excellence, continuous learning, and knowledge sharing within the team. SKILLS AND EDUCATION REQUIRED Associate’s degree and a minimum of 7 years’ systems analysis and/or application development work experience or Bachelor's degree and a minimum of 5 years' systems analysis and/or application development work experience. In lieu of a degree, a combined minimum of 9 years’ education and/or relevant work experience, including a minimum of 5 years’ systems analysis and/or application development work experience Expert proficiency in at least one programming language and professional proficiency in at least one additional programming language, with hands-on experience in ServiceNow platform development (server-side and client-side scripting) Extensive experience designing and implementing solutions in ServiceNow, including Service Catalog items, record producers, and Flow Designer workflows Proven experience architecting and delivering complex workflow-based solutions, including approvals, task orchestration, SLAs, routing rules, and lifecycle management Strong understanding of ServiceNow platform architecture, including data model, tables, relationships, and configuration vs. customization best practices Experience leading development efforts and guiding implementation of reusable, modular, catalog-driven solutions Experience with source control, versioning, and CI/CD or environment promotion processes aligned to SDLC practices Strong ability to translate complex business and technical requirements into scalable, maintainable, and secure ServiceNow solutions Advanced troubleshooting and debugging expertise within ServiceNow or similar workflow-driven platforms PREFERRED SKILLS Expert analytical and problem-solving skills specific to application development and workflow/process automation Experience leading technical initiatives, driving project milestones, and delivering complex solutions across multiple teams Proven experience mentoring and coaching developers on ServiceNow development, workflow design, and platform best practices Experience designing enterprise-scale workflow architectures, including multi-stage intake, task orchestration, and approval frameworks Strong experience working in cross-functional environments and partnering with business, product, and architecture stakeholders Advanced organizational, time management, and communication skills (verbal and written) Experience implementing integrations between ServiceNow and external systems (e.g., APIs, Jira, cloud platforms) Familiarity with ServiceNow platform governance, performance optimization, and operational reporting Experience driving adoption of standards, reusable components, and platform best practices across teams ServiceNow Certified System Administrator (CSA) ServiceNow Certified Application Developer (CAD) ServiceNow Certified Implementation Specialist – Service Catalog Flow Designer and Integration-related micro-certifications We support our team members with generous benefits.   Competitive compensation  Health, welfare, and retirement benefits  401(k) match at 5%  Work-life balance and flexible work arrangements  Banking Officers start with 25 days PTO plus 12 paid holidays   40 hours paid volunteer hours per year  Much more. For details, see: M&T Benefits Overview M&T Bank is committed to fair, c