Roles and Responsibilities
Must have strong technical skills to understand client requirements and effectively translate them into user stories and tasks for the development team.
Customize and configure core ServiceNow applications, including ITSM and Service Portal and Integrations.
Conduct workshops and demos for stakeholders and end users.
Collaborate with internal teams and clients to ensure high-quality delivery.
Lead in crafting, enhancing, and delivering scalable ServiceNow Core and AI solutions.
Actively participate in client meetings and discussions to capture client needs and translate them into clear development activities.
Perform integration work and build custom Service Portals; support and create REST, SOAP, and MID Server integrations.
Develop, review, and optimize scripts, including Business Rules, Script Includes, UI Policies, Client Scripts, etc.
Collaborate with cross-functional teams, providing guidance and mentoring to junior developers when needed.
Stay current with ServiceNow platform capabilities, including emerging AI capabilities, and identify opportunities to leverage these technologies to improve customer outcomes and business value.
Comfortable working in Agile environments with active sprint participation and backlog grooming.
Qualifications
4+ years of experience working with ServiceNow, including hands-on development and implementation.
Strong expertise in ITSM, Service Portal, and Integrations.
Required: Experience implementing ServiceNow AI capabilities in at least one ServiceNow product area, such as ITSM, VA, CSM, ITOM, HAM, SAM, or CMDB.
Experience with additional ServiceNow modules such as SPM, HRSD, or GRC is a plus.
Understanding AI/ML concepts, including Large Language Models (LLMs), prompt engineering, and Generative AI — particularly in enterprise workflow contexts.
Hands-on experience with ServiceNow AI capabilities, including Skills, AI Agents, agentic workflows, Orchestrator, Skill Kit, and core platform capabilities such as Now Assist in AI Search and Virtual Agent.
Demonstrated understanding of how AI capabilities can generate business value on the ServiceNow platform, including the practical considerations, limitations, and implementation requirements associated with AI.
Good to have: Experience building custom Skills and AI Agents, as well as experience with AI Control Tower (AICT) and Model Context Protocol (MCP) server implementations.
Customize ServiceNow applications using scripting, workflows, business rules, and UI policies to meet client requirements.
Excellent communication skills with the ability to clearly articulate technical concepts to both technical and non-technical audiences.
ServiceNow Certified System Administrator, Certified Application Developer, or Certified Implementation Specialist certification(s) preferred.
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