LEAD Software Engineer-ServiceNow Integration & Automation (HYBRID)

State Farm•Dunwoody, GA

2d•Hybrid

About The Position

Being good neighbors – helping people, investing in our communities, and making the world a better place – is who we are at State Farm. It is at the core of how we operate and the reason for our success. Come join a #1 team and do some good! HYBRID Qualified candidates must live within close proximity to a hub location listed below and should plan to spend time working from home and some time working in the office as part of our hybrid work environment. HUB LOCATIONS: Tempe, AZ; Dunwoody, GA; Bloomington, IL; Richardson, TX SPONSORSHIP: Applicants for this position are required to be eligible to lawfully work in the U.S. immediately; employer will not sponsor applicants for U.S. work authorization (e.g. H-1B visa) for this opportunity. Grow Your Skills, Grow Your Potential About Our Team Our IT Support Engineering team is focused on transforming how enterprise technology support is delivered. We partner across product, engineering, operations, and support teams to build modern support experiences that are efficient, intuitive, and scalable. We combine software engineering, automation, AI, and user-centered design to improve how people access help—whether through live support, self-service, chat, voice, or mobile solutions. Our mission is to: Elevate the user experience through data-informed, customer-centered support solutions Automate with intention by balancing AI, self-service, and human interaction Deliver quality at every level through reliable platforms, strong engineering practices, and continuous improvement If you’re excited about solving complex problems and shaping the future of enterprise technology support, we’d love to hear from you. Role Overview As a Lead Software Engineer, you will help shape the future of enterprise IT support by leading delivery across a connected ecosystem of support platforms, including ServiceNow, Amazon Connect, chatbot and virtual agent technologies, and mobile applications. This role goes beyond hands-on engineering. You will influence technical direction across internal teams and external delivery partners, helping align priorities, improve execution, and raise engineering standards across a broad portfolio of solutions and integrations. This is an exciting opportunity for someone who enjoys working at the intersection of software engineering, product delivery, platform integration, AI-enabled automation, and technical leadership. Key Responsibilities Lead end-to-end delivery of enterprise support solutions, from ideation and proof of concept through deployment, support, and enhancement Drive technical design, code quality, and Agile/DevOps delivery practices across multiple platforms and teams Partner with architects, UX designers, product stakeholders, platform owners, and external partners to deliver integrated, user-centered solutions Influence engineering standards, technical direction, and delivery execution across cross-functional teams Oversee solution reliability, quality, observability, and operational support Mentor engineers and promote best practices in software development, collaboration, and continuous improvement Advance innovation in chatbot experiences, AI/Generative AI, workflow automation, and support platform modernization Platforms and Capabilities This role supports and enhances solutions across: ServiceNow and IT service management capabilities Amazon Connect voice and chat solutions Chatbots, virtual agents, portals, and conversational experiences Mobile support applications Monitoring and observability tools Microsoft collaboration and productivity platforms AI, predictive intelligence, and automation solutions

Requirements

5+ Years Of Experience
Proficiency in one or more modern programming languages such as JavaScript, TypeScript, Java, or Python
Experience building and supporting APIs, integrations, and enterprise applications
Strong troubleshooting skills and experience resolving complex technical issues
Strong communication skills and the ability to collaborate effectively across technical and business teams

Nice To Haves

Experience with ServiceNow, or strong web application development experience with the ability and willingness to learn the platform
Experience with ServiceNow development, workflows, portals, or Virtual Agent
Full-stack development experience with modern frameworks such as React or Node.js
Familiarity with AWS, CI/CD, observability tools, and automation practices
Understanding of IT service management (ITSM) and support operations
Interest in applying AI and Generative AI to improve engineering and support experiences

Responsibilities

Lead end-to-end delivery of enterprise support solutions, from ideation and proof of concept through deployment, support, and enhancement
Drive technical design, code quality, and Agile/DevOps delivery practices across multiple platforms and teams
Partner with architects, UX designers, product stakeholders, platform owners, and external partners to deliver integrated, user-centered solutions
Influence engineering standards, technical direction, and delivery execution across cross-functional teams
Oversee solution reliability, quality, observability, and operational support
Mentor engineers and promote best practices in software development, collaboration, and continuous improvement
Advance innovation in chatbot experiences, AI/Generative AI, workflow automation, and support platform modernization