ServiceNow Developer, AI & Automation

As a key member of the Enterprise IT Team, the Service Now Developer, AI & Intelligent Automation designs, develops, tests, implements, and maintains solutions on the Service Now platform for Empyrean. This role enhances Empyrean’s IT Service Management and business processes through platform development, workflow automation, integrations, and AI-enabled capabilities.

This role independently delivers assigned development, automation, integration, and AI-enabled solutions within established technical and governance standards, and helps determine whether AI, intelligent automation, traditional workflow automation, or standard Service Now configuration best fits a given business need. The role requires demonstrated AI and intelligent automation experience gained outside of Service Now, applied within the Service Now platform.

• Collaborates with cross-functional teams to design, configure, troubleshoot, and implement Service Now applications and solutions.
• Designs, builds, tests, implements, documents, and supports scalable Service Now solutions, including service catalog offerings, workflows, self-service capabilities, and Flow Designer automations, using established platform standards.
• Integrates Service Now with enterprise systems and manages the associated data exchange.
• Develops and maintains business rules, assignment and approval rules, client scripts, flows, and other platform components.
• Applies working knowledge of AI and intelligent automation concepts, including generative AI, predictive models, and automation/RPA approaches, to translate business and operational requirements into practical Service Now solutions.
• Contributes to decisions on whether AI, automation, or standard Service Now configuration best addresses a given business need.
• Configures, integrates, tests, implements, and supports approved Service Now AI and intelligent automation capabilities, applying required data quality, security, privacy, access control, human oversight, testing, and monitoring standards.
• Identifies automation and AI-enabled improvement opportunities and provides technical input on feasibility, dependencies, risks, and implementation needs, drawing on broader AI and automation knowledge beyond Service Now-specific tools.
• Contributes to proofs of concept and pilots for new AI and automation capabilities.
• Provides technical input to project planning, estimation, and delivery; organizes work through initiatives, epics, stories, and tasks; and communicates progress, dependencies, and risks.
• Participates in code reviews, knowledge sharing, and continual improvement of Service Now development practices; escalates complex architectural decisions or risks to Senior Developers as needed.
• Participates in Service Now upgrades, including impact analysis, testing, and validation, and reviews release dependencies affecting assigned applications and automations.
• Organizes and manages assigned development and support responsibilities independently, escalating competing priorities or delivery risks when appropriate.
• Monitors, troubleshoots, and improves implemented Service Now and AI-enabled capabilities after launch.
• Participate in an on-call rotation and provide after-hours support as required, including responding to production incidents, service disruptions, and other time-sensitive operational issues.
• Performs other job-related duties as assigned.

• Analytical, problem-solving mindset within the Service Now ecosystem.
• Proficiency in Service Now development and JavaScript, with the ability to design and implement solutions across applications, modules, workflows, integrations, and data sources.
• Working knowledge of AI and intelligent automation concepts and…