ServiceNow Senior Software Engineer - AI

A senior engineering position focused on designing and delivering AI-driven solutions on the Service Now platform for enterprise clients. The role sits within a professional services practice that helps organizations adopt and scale intelligent automation across IT, operations, customer service, and HR service delivery. It is a hands-on technical role that combines requirements gathering, custom application development, integration engineering, and production support.

• Collaborate with end users, IT teams, and key stakeholders to elicit system and business requirements for Service Now initiatives.
• Design, build, and deploy AI-powered applications and workflows that extend the platform's native capabilities.
• Integrate machine learning, natural language processing, and predictive analytics features into modules such as ITSM, ITOM, CSM, and HRSD.
• Manage end-to-end application development, including design, coding, debugging, testing, troubleshooting, and documentation.
• Configure web service integrations between Service Now and external systems using REST and SOAP, including mid-server and cloud-to-cloud patterns.
• Translate impact assessment rules into service maps, validate them with technical SMEs, participate in user acceptance testing, and remediate production incidents when they arise.

• Three or more years of experience implementing, administering, configuring, or developing Service Now across at least two capability areas.
• Demonstrated expertise with Service Now AI and automation features such as Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist.
• Hands-on experience implementing Now Assist capabilities including AI-powered case summarization, resolution recommendations, and conversational workflows.
• Working knowledge of web services integration (SOAP, REST), bidirectional automated integrations, and data extraction technologies such as JDBC, ODBC, or ETL.
• Practical scripting experience across Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and related areas.
• Bachelor's or Master's degree in Computer Science, Information Technology, AI/ML, or a closely related field.

• ITIL Foundation certification.
• Service Now Certified System Administrator (CSA) and Certified Application Developer (CAD) credentials.
• Willingness to pursue ongoing platform competency certifications and module accreditations.
• Comfort operating in fast-paced environments and coordinating people, resources, and production methods.

• Structured onboarding with hands-on support and access to official Service Now training to help build toward multiple certifications.
• Clear success expectations paired with the autonomy to design innovative solutions aligned to customer goals.
• A workplace culture that emphasizes diversity, inclusion, and equal opportunity, with reasonable accommodations available for candidates and employees who need them.