Sr. ServiceNow Conversational Developer

Sr. Service Now Conversational Developer- (Hybrid or Remote)

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

The Technical Support Applications & Data team builds and maintains the systems and data that power SAS’s customer support experience. We design intelligent, connected platforms that enable AI-driven engagement, helping customers get the right help—at the right time—with minimal effort. As SAS advances its use of Service Now CSM and AI-powered digital experiences, this role will be at the forefront of developing conversational interfaces and AI integrations that transform how internal teams and customers interact with our services.

The Sr. Service Now Conversational Developer will design, develop, and deploy intelligent conversational experiences within Service Now. This role blends conversational design, AI skill development, and Service Now configuration expertise to create intuitive, context-aware digital experiences for SAS employees and customers.

You’ll collaborate with product managers, UX designers, and AI engineers to define, build, and optimize conversational journeys across Service Now, leveraging Virtual Agent, Flow Designer, Now Assist, and related technologies to deliver seamless and natural support interactions.

• Design, develop, and deploy Service Now conversational interfaces using Virtual Agent Designer, Topics, and Now Assist.
• Build AI skills and conversation flows tailored for Technical Support use cases (case management, self-service, knowledge, and entitlements).
• Collaborate with UX and product teams to define conversation architecture, tone, and success metrics.
• Implement conversational analytics and continuous optimization loops to improve understanding, containment, and satisfaction rates.
• Develop and maintain secure integrations with SAS systems and data sources that support conversational and AI-driven workflows.
• Partner with Service Now platform engineers and data teams to operationalize conversational AI features at scale.
• Stay current with Service Now Now Assist, Generative AI Controller, and other platform capabilities to identify opportunities for innovation
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

• Bachelor’s degree in Computer Science, Information Systems, or related field—or equivalent work experience.
• At least 8 years of experience in a Professional Software Development Role
• 3+ years of experience developing on the Service Now platform, including configuration, scripting, and integrations.
• Demonstrated experience designing and deploying conversational interfaces using Service Now Virtual Agent or comparable conversational AI frameworks.
• Strong understanding of conversational design principles, including dialogue flow, context management, and intent handling.
• Experience with JavaScript, JSON, REST APIs, and Flow Designer.
• Ability to work in a collaborative, cross-functional environment and translate business requirements into conversational experiences.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

• Decision Making
  :
  Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria
• Technology Savy
  :
  Leveraging one’s practical knowledge and understanding of recent technology tools, solutions, and trends to…