ServiceNow Engineer

Job#: 3045552

Job Description:

Our organization is seeking a Service Now Engineer to help modernize and enhance the digital-first technology support experience. This role will focus on building and improving self-service capabilities, Virtual Agent experiences, AI-enabled support solutions, Service Now workflows, forms, routing capabilities, and agent productivity tools. The engineer will partner with Product Managers, Product Owners, Service Operations teams, and platform partners to deliver solutions that improve the experience for employees, advisors, and support agents.

• Enhance Service Now Employee Center and self-service experiences.
• Design, develop, and enhance Service Now Virtual Agent capabilities.
• Design and build Service Now forms, catalog items, record producers, and workflows.
• Enhance Service Operations Workspace and agent-facing experiences.
• Improve knowledge-driven support and digital-first help capabilities.
• Support the implementation of Now Assist and Generative AI functionality.
• Streamline request intake and fulfillment processes.
• Implement skills-based routing and Advanced Work Assignment capabilities.

Experience:

3-5 years of software engineering, platform engineering, or application development experience. Experience delivering solutions through Agile methodologies is also required.

• Strong analytical and problem-solving skills.
• Ability to analyze user journeys and customer experiences to design intuitive, efficient, and user-centric Service Now solutions.
• Ability to design scalable, maintainable, and secure solutions.
• Experience troubleshooting application issues and analyzing system behavior.
• Ability to work independently while collaborating effectively across technical and business teams.
• Strong communication and documentation skills.
• Sound knowledge of the Software Development Life Cycle (SDLC) and industry standard practices.
• Knowledge of systems design concepts that provide security and stability.

• Service Now ITSM
• Virtual Agent
• Employee Center / Service Portal
• JavaScript and Service Now platform scripting (Business Rules, Script Includes, Client Scripts, APIs)
• Flow Designer
• Service Catalog
• Knowledge Management / KCS
• Service Operations Workspace
• Advanced Work Assignment (AWA)
• Agent Chat and Skills-Based Routing
• Platform Analytics / Performance Analytics
• Integration Hub

• Experience working in IT Service Management (ITSM) environments.
• Experience with customer experience, support operations, or service delivery platforms.
• Ability to mentor team members and contribute to technical best practices.
• Now Assist
• Generative AI within Service Now
• NLU to LLM Virtual Agent migration experience
• AI-powered search and knowledge experiences
• Conversational request fulfillment
• Agent productivity and automation solutions
• Omnichannel support experiences and routing strategies

Everforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including Clearly Rateds Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico.

• Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection.
• We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure.
• Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a Support Linc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts.
• In terms of professional development, Everforth Apex hosts an…