Demo Developer & Lead — ITSM​/ITOM

Company Description

It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could do that for everyone—freeing people from busywork so they could focus on meaningful work. Today, Service Now is the AI control tower for business reinvention. Our Service Now AI platform brings together any AI, any data, and any workflow— helping 85% of the Fortune 500® work smarter, faster, and better.

We're building an AI-native culture where technology and talent are unstoppable together. And we're just getting started.

Join us to put AI to work for people.

About the role

Our team builds the demos that show up where Service Now makes its biggest impression: keynotes, Knowledge, World Forums, Gartner and analyst events, executive briefings, launch videos, and the assets our field uses every day. Each product area on the team has an owner who is both the storyteller and the builder for that lens.

This role owns the IT lens. You will be the lead and hands‑on developer for our ITSM and ITOM demo stories: the workflows, data, personas, and instance configuration that make Technology Workflows demos land. You will work the same way our Employee and CRM demo leads do, just pointed at IT: partner with product marketing and product management on the narrative, then build it on the platform yourself, keep it current with every release, and make it reusable for the people who present it.

This is a builder’s role first. You should be as comfortable in a Script Include or a Flow as you are in front of a marketing director explaining why a story beat works.

What you’ll do

• Lead the IT demo story.
  
  Own the end‑to‑end ITSM and ITOM demo portfolio: keynote and event demos, spotlight and launch demos, EBC demos, and the field‑ready versions derived from them.
• Build it.
  
  Hands‑on development of demo scenarios on Service Now:
  Now Assist / AI Agents for IT, Service Operations Workspace, ITSM Pro capabilities, Discovery and Service Mapping, Event Management and AIOps, CMDB, Cloud Cost / Cloud Management, Workflow Data Fabric touchpoints, and integrations that make the story credible.
• Turn positioning into a demo.
  
  Translate release themes and PMM messaging into a demo script and click path, then build the environment, personas, and seeded data to support it. Write the talk track and the demo guide that goes with it.
• Keep the environment healthy.
  
  Keep demo instances, data, and integrations stable and release‑current. Own instance setup, cloning, upgrades, and the maintenance that lets a demo run reliably on a keynote stage months after it was first built.
• Be the IT demo point person.
  
  Serve as the go‑to expert for ITSM/ITOM demo requests across Marketing, Events, Analyst Relations, and Sales enablement. Scope requests, set expectations, and push back when a request will not produce a good demo.
• Partner with Product.
  
  Work directly with PM and engineering on pre‑release features; be an early adopter of new capabilities and feed real demo‑build feedback into product.
• Deliver on stage and on video.
  
  Collaborate with the team’s designers and video producers on UI polish, motion, and recorded demo versions. Present demos live when needed and coach presenters who will deliver them.
• Raise the bar on how we build.
  
  Use AI‑assisted development (Claude, Claude Code, MCP against Service Now instances) to compress build cycles. Contribute to the team’s shared demo frameworks, reusable components, and documentation.

What you bring

• 5+ years of hands‑on Service Now development, with deep knowledge of the ITSM and ITOM product families and how customers actually use them.
• Strong scripting on the platform:
  Business…