Senior Servicenow Developer - ITSM & AI

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
Job Summary:
We are looking for an experienced Full Stack ServiceNow ITSM Developer with expertise in Agentic AI to enhance IT Service Management ITSM solutions. This role involves designing developing and automating incident change and request management workflows while integrating AI-driven automation for predictive analytics and decision-making. The ideal candidate should have hands-on experience in ServiceNow development, scripting, AI integration and workflow automation.
Key Responsibilities:
ServiceNow ITSM Development:

• Design and configure ITSM workflows business rules UI policies and catalog items within ServiceNow
• Develop and maintain Incident, Problem, Change and Request Management solutions
• Implement Flow Designer, Client Scripts, Integration Hub and Virtual Agent based solutions
• Collaborate with process owners to align ITSM solutions with business needs

Agentic AI Automation Integration:

• Implement AI-driven automation to enhance ITSM processes including auto-triaging intelligent change approvals and predictive issue resolution
• Leverage Conversational AI and Virtual Agents to streamline user interactions and reduce manual workload
• Integrate AI/ML models for risk-based decision-making in Change and Incident Management
• Optimize workflows using Agentic AI-based policy compliance and risk evaluation mechanisms

API Data Integrations:

• Develop integrations between ServiceNow and third-party AI tools monitoring platforms and enterprise systems using REST/SOAP APIs
• Work with data models CMDB relationships and external analytics engines to improve AI-driven insights
• Automate data ingestion event correlation and AI-powered resolution workflows
• Compliance Security Performance Optimization
• Ensure all AI-enabled workflows align with ITIL best practices and enterprise security policies
• Implement governance measures for AI-driven decisions ensuring transparency and accountability
• Optimize ServiceNow performance data integrity and automation accuracy to improve ITSM efficiency

Qualifications
To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 6+ years of hands-on experience in ServiceNow ITSM development
• Strong proficiency in JavaScript Glide Scripting Business Rules and UI policies
• Experience integrating Agentic AI for automated decision-making and workflow automation
• Knowledge of ITIL processes with expertise in Incident, Change and Problem Management
• Familiarity with ServiceNow Virtual Agent, AI Ops and Performance Analytics
• Hands-on experience with REST/SOAP API integrations and external AI models
• Strong analytical skills with an ability to troubleshoot and optimize ITSM processes

Preferred Qualifications

• ServiceNow Certified System Administrator CSA, CIS-ITSM, CTA
• Experience working with AI/ML models, RPA tools and predictive analytics
• Knowledge of Azure AI OpenAI or other AI frameworks
• Exposure to ITOM, CMDB and automation frameworks for IT service optimisation

Why Join Us?

• Be part of an innovative team driving AI-powered ITSM transformation
• Engage in pioneering AI automation and workflow optimization initiatives.
• Grow your expertise in ServiceNow AI/ML integrations and enterprise IT service automation
• If you're passionate about intelligent ITSM automation and want to shape the future of IT operations apply now

FD21
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here .
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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