Senior ServiceNow ITSM Developer Consultant

The consultant will provide hands-on ServiceNow technical development and implementation services for the Office of Investment Management, including configuration, development, integration, testing, deployment, documentation, and technical remediation of ServiceNow ITSM solutions and AI capabilities.

Responsibilities

• Design, configure, develop, and enhance ServiceNow ITSM applications, including Incident Management, Request Management, Change Management, Major Incident Management, and Service Catalog modules, together with any approved technical enhancements to Knowledge Management.
• Develop and maintain workflows, Flow Designer automations, business rules, client scripts, UI policies, forms, and integrations to support business requirements.
• Participate in solution design, testing, and deployment activities while adhering to ServiceNow development best practices.
• Prepare technical documentation, configuration guides, and support materials to ensure maintainability and knowledge transfer.
• Configure, develop, and maintain ServiceNow Virtual Agent conversations, AI Agents, and conversational workflows to improve self-service capabilities.
• Implement and enhance AI Search and Knowledge Assist using the approved target architecture, curated knowledge sources, governance controls, and technical requirements provided by OIM.
• Develop automated workflows leveraging Generative AI, Predictive Intelligence, and ServiceNow AI capabilities to improve operational efficiency.
• Test, monitor, and refine AI solutions to ensure accuracy, relevance, usability, and alignment with business requirements.

Requirements

• Advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics or related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree.
• A minimum of seven years of progressively responsible experience in planning, design, development, implementation and maintenance of computer information systems or related area is required.
• Minimum of five years of hands-on experience designing, developing, implementing, and supporting ServiceNow ITSM solutions, including Incident Management, Request Management, Major Incident Management, Knowledge Management, Service Catalog, Virtual Agent, or Mobile capabilities in enterprise environments.
• Strong proficiency in ServiceNow platform development, including scripting, workflow automation, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, Access Controls (ACLs), Notifications, Service Catalog development, and platform configuration best practices.
• Proven experience developing and supporting integrations using REST APIs, Integration Hub, MID Servers, Data Sources, Import Sets, Transform Maps, and other ServiceNow integration technologies, including secure integrations between ServiceNow and enterprise platforms such as Microsoft 365 or SharePoint.
• Practical experience implementing and configuring ServiceNow AI and automation capabilities, including Virtual Agent, AI Search, Knowledge Assist, AI Agents, Predictive Intelligence, Generative AI, and AI-assisted workflow automation to improve service delivery and operational efficiency.
• Possession of ServiceNow professional certifications, including Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS-ITSM), or certifications in related ServiceNow products, is highly desirable.
• Relevant current ServiceNow micro-certifications, accreditations, or learning credentials in Virtual Agent, Now Assist for ITSM, AI Search, AI Agents, or related ServiceNow AI and automation capabilities are desirable.
• Experience working within Agile, Scrum, Waterfall, or hybrid project delivery methodologies, including participation in solution design, testing, deployment, release management, and continuous improvement initiatives, is desirable.
• Certification in ITIL 4 Foundation, together with a strong understanding of ITIL best practices, ITSM governance, service operations, continual improvement, and performance measurement, is desirable.

Skills

• ServiceNow ITSM Development
• Incident Management
• Request Management
• Major Incident Management
• Knowledge Management
• Service Catalog Development
• Virtual Agent Implementation
• Mobile Capabilities Development
• ServiceNow scripting
• Workflow Automation
• Flow Designer
• Business Rules
• Client Scripts
• Script Includes
• UI Policies
• Access Control
• Notifications
• ServiceNow Platform Configuration
• REST API Integration
• Integration Hub
• MID Server Management
• Data Sources Management
• Import Sets
• Transform Maps
• Microsoft 365 Integration
• SharePoint Integration
• ServiceNow AI Capabilities
• AI Search
• Knowledge Assist
• AI Agents Development
• Predictive Intelligence
• Generative AI
• AI-assisted Workflow Automation
• Agile Methodologies
• Scrum
• Waterfall Methodologies
• Solution Design
• Testing and deployment
• Release Management
• Continual Improvement
• ITIL 4 Foundation Certification
• ITSM Governance
• Service Operations
• Performance Measurement
• Certified System Administrator
• Certified Application Developer
• Certified Implementation Specialist

Languages

English