Senior Software Engineer

Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
We are seeking an experienced Full Stack ServiceNow Platform Developer with strong expertise in AI/ML integration to advance our enterprise IT solutions. This role focuses on designing, developing, and automating ITSM and ITOM workflows on ServiceNow, while embedding AI-driven capabilities for predictive analytics, intelligent routing, and decision-making.
The ideal candidate will bring hands-on ServiceNow development experience, strong full-stack skills, and proven expertise in integrating AI/ML models and automation into enterprise workflows.
What you get to do in this role:

• Lead ServiceNow development across frontend and backend components with advanced debugging and optimization.
• Design and configure ITSM/ITOM modules (Incident, Change, Request, Problem, Event Mgmt, CPG, Certificate Mgmt, Discovery).
• Build and automate workflows using Flow Designer, Integration Hub, Client Scripts, Business Rules, and Virtual Agent.
• Implement Now Assist and Conversational AI/Virtual Agent to enhance self-service and reduce manual workload.
• Develop and maintain AI-driven observability solutions, deriving insights from logs, metrics, and traces.
• Create REST/SOAP API integrations between ServiceNow and external AI/ML platforms, observability tools, and enterprise apps.
• Design end-to-end workflows across IT infrastructure domains (Network, Applications, Security) enhanced by AI capabilities.
• Manage CMDB data models and relationships to support accurate AI-powered insights.
• Automate data ingestion, event correlation, and AI-driven resolution workflows.
• Ensure adherence to ITIL best practices and enterprise security standards in AI-enabled solutions.
• Establish governance and transparency for AI-driven decisions.
• Continuously enhance ServiceNow performance, scalability, and automation accuracy to drive ITSM effectiveness.

Qualifications
To be successful in this role you have:

• 6+ years of combined experience in ServiceNow development and object-oriented programming (Java/JavaScript/Python).
• Minimum 3 years of hands-on ServiceNow development experience.
• Advanced proficiency in JavaScript, Glide scripting, Business Rules, UI policies, and ServiceNow APIs.
• Strong knowledge of data structures, design patterns, performance/scalability optimization.
• Experience with modern UI frameworks (Angular, React).
• Practical expertise in AI/ML model integration, AI Ops, and workflow orchestration with Agentic AI.
• Solid understanding of ITIL processes across Incident, Change, Request, and Problem Management.
• Familiarity with Cloud platforms (Azure/AWS) and AI/ML frameworks (e.g., Azure OpenAI).
• Proven experience integrating external AI models via REST/SOAP APIs.
• Strong problem-solving and analytical skills to optimize ITSM/ITOM operations.

Qualifications

• ServiceNow certifications: CSA, CIS-ITSM, CIS-EM, CIS-Discovery (CTA preferred).
• Full-stack skills: React, CSS/SCSS, Python, Django, REST APIs.
• Hands-on with AI/ML models, RPA tools, and predictive intelligence solutions.
• Familiarity with ServiceNow ITOM, CMDB, and automation frameworks for IT service optimization.

FD21
Additional Information
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here . To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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