Experience: 6–8 Years
Location: Remote
Must-Have Skills
- ServiceNow Certified System Administrator (CSA)
- Certified Application Developer (CAD)
- Certified Implementation Specialist – Customer Service Management (CIS-CSM)
- ServiceNow AI / Now Assist
- Predictive Intelligence (PI)
Job Summary
We are looking for a Senior ServiceNow Developer – AI with 6–8 years of experience in designing, configuring, customizing, and developing solutions on the ServiceNow platform, with strong expertise in Customer Service Management (CSM). The ideal candidate will have hands-on experience implementing ServiceNow AI capabilities, including Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation, to deliver intelligent, scalable, and secure customer service solutions.
The role requires a strong blend of platform configuration, custom development, integrations, and AI-driven automation while working closely with business stakeholders to deliver high-quality enterprise solutions.
Key Responsibilities
- Configure and customize out-of-the-box (OOTB) ServiceNow CSM capabilities, including forms, workflows, user interfaces, fields, and related platform features to meet business requirements.
- Develop custom applications, modules, and enhancements using ServiceNow best practices.
- Design, develop, and maintain Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Flow Designer solutions, and other ServiceNow platform components.
- Configure and implement AI-powered capabilities, including Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation to improve customer and agent experiences.
- Build and maintain integrations between ServiceNow and enterprise applications using REST APIs, SOAP web services, IntegrationHub, or middleware platforms.
- Perform data migration from legacy systems into ServiceNow while ensuring data accuracy, integrity, and governance.
- Configure and manage user roles, permissions, and access controls in accordance with organizational security and governance standards.
- Maintain and support multiple ServiceNow instances, including Development, Test, and Production environments.
- Collaborate with Business Owners, Product Owners, Solution Architects, and cross-functional teams to translate business requirements into scalable technical solutions.
- Provide technical recommendations on ServiceNow capabilities, AI features, platform best practices, and solution design.
- Troubleshoot production issues, perform root cause analysis, and ensure optimal platform performance and reliability.
- Follow ServiceNow development standards, coding best practices, security guidelines, and documentation standards throughout the development lifecycle.
Required Skills & Qualifications
- 6–8 years of hands-on experience in ServiceNow development and platform customization.
- Strong experience with ServiceNow Customer Service Management (CSM).
- Hands-on experience with ServiceNow AI capabilities, including Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation.
- Strong knowledge of JavaScript, ServiceNow scripting, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, Flow Designer, and IntegrationHub.
- Experience developing integrations using REST APIs, SOAP web services, and middleware technologies.
- Experience with ServiceNow platform administration, instance management, and deployment processes.
- Strong understanding of data migration, data management, and platform governance.
- Excellent analytical, troubleshooting, communication, and stakeholder management skills.
- Experience working in Agile development environments.
- ServiceNow certifications including CSA, CAD, and CIS-CSM are required.
Work Location: Remote
