Senior Enterprise Software Engineer

Our Interview Practices

Qualifications

• Bachelor's degree in Computer Science, Information Systems, or a related field, or equivalent relevant experience.
• Minimum of 5 years supporting IT operations or IT Service Management in a large, complex enterprise, including 3+ years across cloud, infrastructure, network, application or platform operations.
• Demonstrated experience assuring or operating multiple ITSM practices, including Change Enablement, Incident Management, Service Request Management and Problem Management.
• Practical understanding of change risk assessment, approval models and change governance in a regulated or audited environment.
• Solid working knowledge of ITIL and ITSM practices, with familiarity with the IT4IT reference architecture,
• ITIL Foundation certification is must.
• Hands-on experience with ServiceNow, including reporting, workflow configuration and operational data quality.
• Proficiency with Power BI or comparable analytics tooling for building operational dashboards and performance reporting.
• Proficiency in scripting languages such as Python, PowerShell or Bash for automation tasks, and experience working with APIs or low-code tools.
• Exposure to AI or generative AI technologies applied to operational workflows, or a demonstrated willingness to develop this capability.
• Strong analytical capability in KPI design, trend analysis and data storytelling.
• Familiarity with DevOps or DevSecOps practices and with Azure and AWS operational environments.
• Exposure to incident alerting platforms such as xMatters or PagerDuty is helpful.
• Strong analytical and problem-solving skills, with the ability to work effectively in a fast-paced, evolving environment.
• Ability to communicate process performance, compliance findings and service risk in clear business terms to a range of stakeholders.
• Ability to challenge constructively when standards are not being met, and to work calmly under pressure during high-severity events.
• Excellent communication and collaboration skills, with a willingness to learn and contribute to team success.
• MEASURES OF SUCCESS
• Improved change quality, approval compliance and reduction in failed, emergency and unauthorised changes.
• Improved request fulfilment performance, catalogue accuracy and automation coverage.
• Improved incident record quality, routing accuracy and resolution performance.
• Fewer recurring incidents and timely completion of corrective and remediation actions.
• Increased automation adoption, with measurable reductions in manual effort and process variation.
• Improved accuracy, adoption and business relevance of operational reporting and analytics.
• Stronger process adoption, control effectiveness and resolution of assurance findings.
• Documented improvements in service reliability and operational maturity.
• Our Interview Practices
• To maintain a fair and genuine hiring process, we kindly ask that all candidates participate in interviews without the assistance of AI tools or external prompts. Our interview process is designed to assess your individual skills, experiences, and communication style. We value authenticity and want to ensure we’re getting to know you—not a digital assistant. To help maintain this integrity, we ask to remove virtual backgrounds and include in-person interviews in our hiring process. Please note that use of AI-generated responses or third-party support during interviews will be grounds for disqualification from the recruitment process.
• Applicants may be required to appear onsite at a Wolters Kluwer office as part of the recruitment process.