Key skills
ITSMServiceNowAIGenerative AIAnalyticsCommunication
About this role
Role Overview
- Provide strategic input on ServiceNow best practices, emerging features, and platform efficiencies.
- Translate complex business requirements into scalable, maintainable ServiceNow solutions.
- Lead development initiatives end-to-end, including planning, stakeholder engagement, and execution.
- Design and implement configurations compatible with a domain-separated ServiceNow architecture.
- Architect and extend custom applications, integrations, and workflows aligned with platform standards.
- Act as a subject matter expert (SME) for ServiceNow platform components, custom applications, and integrations.
- Troubleshoot and resolve platform issues in accordance with standard change and release management procedures.
- Perform regular audits, maintenance, and optimization to ensure data integrity, performance, and platform consistency.
- Support technical proposal development and onboarding activities for new clients.
- Deliver ServiceNow-based automation initiatives that meet or exceed defined ROI and operational objectives.
- Collaborate with client stakeholders to align platform capabilities with business outcomes.
- Maintain and evolve platform standards, architectural documentation, and development best practices.
- Update internal process and technical documentation to reflect new features and enhancements.
- Communicate platform changes and their impacts clearly and proactively to both technical and non-technical stakeholders.
- Work with ServiceNow AI and Generative AI features (such as Now Assist) as part of broader automation and platform initiatives.
- Incorporate AI into workflows including incident or case summarization, resolution assistance, or knowledge support, where it adds value.
- Participate in prompt design and tuning within ServiceNow’s AI tooling to improve accuracy and usability.
- Support or extend Conversational AI, Virtual Agents, or AI Search through configuration, scripting, or flow development.
- Contribute to responsible adoption of AI to enhance efficiency, user experience, and operational outcomes across the platform.
Requirements
- Minimum 5 years of hands-on ServiceNow development experience.
- Proven experience working within domain-separated ServiceNow environments (strongly preferred).
- Strong proficiency across core ServiceNow modules, including:
- ITSM (Incident, Change, Request, Problem)
- Service Catalog
- ITBM / PPM
- ITOM
- Reporting & Performance Analytics
- Experience with third-party integrations and custom application development.
- Strong business process mapping, workflow design, and automation skills.
- Excellent communication skills and the ability to engage effectively with stakeholders at all levels.
- Proven ability to manage multiple projects concurrently, prioritize tasks, and meet deadlines.
- ServiceNow Certified Application Developer (CAD) Required.
- ServiceNow Certified System Administrator (CSA) Required.
Tech Stack
- ITSM
- ServiceNow
Benefits
- Exposure to diverse array of technologies
- Part of a team of experienced engineers who aim to deliver exceptional service
- Competitive compensation
- Robust benefits package: medical, dental, vision, disability, life insurance, 401k, and PTO
- Opportunities to further technical education through online courses
- Positive, friendly, supportive work environment