ServiceNow Senior Software Engineer - AI

Role overview

A senior engineering position focused on designing and delivering AI-driven solutions on the ServiceNow 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.

Responsibilities

- Collaborate with end users, IT teams, and key stakeholders to elicit system and business requirements for ServiceNow 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 ServiceNow 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.

Requirements

- Three or more years of experience implementing, administering, configuring, or developing ServiceNow across at least two capability areas. - Demonstrated expertise with ServiceNow 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.

Nice to have

- ITIL Foundation certification. - ServiceNow 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.

Benefits and work setup

- Structured onboarding with hands-on support and access to official ServiceNow 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.