JOB DESCRIPTION
Senior ServiceNow Engineer
Virtual Agent · Integrations · Infrastructure Automation
Role Summary
We are seeking a Senior ServiceNow Engineer to design and build conversational automation, platform integrations, and infrastructure-level automation on the Now Platform. This is a hands-on build role: you will own the end-to-end path from a user's chat request, through the integration layer, to an automated action executed against target infrastructure — and be accountable for deflection rate, automation coverage, and integration reliability, not just for delivering stories.
You will work directly with service desk, infrastructure, and client architecture teams to identify high-volume, low-complexity work and eliminate it through Virtual Agent conversations, Flow Designer orchestration, and scripted automation against cloud and on-premise estates.
Key Responsibilities
1. Conversational / Chatbot Development
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Design, build, and tune ServiceNow Virtual Agent topics, including topic blocks, flow branching, user input controls, and hand-off to live agent (Agent Chat / Advanced Work Assignment)
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Build and train NLU models — intents, entities, vocabulary, synonyms — and run iterative model testing and batch testing to improve intent recognition accuracy
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Implement Now Assist / GenAI-based conversational capabilities where licensed (Now Assist in Virtual Agent, AI Search integration, generative topic resolution) and define guardrails for response accuracy
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Deploy Virtual Agent across channels: Service Portal / Employee Center, Microsoft Teams, Slack, mobile, and web widget
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Instrument conversations for analytics; report on containment/deflection rate, topic abandonment, and escalation reasons, and drive a continuous improvement backlog from the data
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Integrate chatbot topics with Knowledge Management and Service Catalog so conversations resolve rather than merely route
2. ServiceNow Integrations
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Build and maintain integrations using IntegrationHub, spokes, custom actions, Flow Designer, and REST / SOAP APIs (inbound and outbound), including Scripted REST APIs and Import Set / Transform Map patterns
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Configure and support MID Servers, including sizing, clustering, credential/vault configuration, and firewall/port requirements
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Deliver integrations to enterprise systems typical of the estate: monitoring and observability (SolarWinds, Dynatrace, SCOM, Nagios), identity (Active Directory / Entra ID, Okta), collaboration (Teams, Slack), HR/ERP (Workday, SAP), and endpoint/DEX platforms (Nexthink, SysTrack, Intune, SCCM)
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Implement event ingestion and alert-to-incident flows (Event Management connector instances) with proper de-duplication, correlation, and CI binding
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Own integration hygiene: error handling, retry/backoff logic, payload logging, credential rotation, and monitoring of integration health
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Apply IntegrationHub ETL and Identification & Reconciliation Engine (IRE) rules for third-party CMDB data loads
3. Infrastructure Automation
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Build automated remediation and fulfilment workflows for common infrastructure requests: account and access provisioning, password reset and unlock, disk cleanup, service restarts, VM lifecycle, certificate renewal, and patch orchestration triggers
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Automate using Workflow Studio / Flow Designer, Orchestration activity packs, PowerShell, Python, and Bash executed via MID Server
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Integrate with infrastructure-as-code and configuration management tooling — Ansible, Terraform, Azure DevOps / GitHub Actions pipelines
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Automate against cloud platforms (Azure, AWS) via native spokes and cloud APIs; support Cloud Provisioning & Governance use cases where in scope
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Support Discovery, Service Mapping, and CMDB health remediation so automation acts against accurate CI data
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Define and track automation KPIs: auto-resolution rate, mean time to restore for automated categories, and hours returned to the business
4. Engineering Practice & Delivery
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Follow ServiceNow technical best practices and instance governance: update set / application repo discipline, scoped applications, ATF (Automated Test Framework) coverage, and CI/CD promotion through sub-production to production
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Produce design documents, integration specifications, runbooks, and handover / KT material for support teams
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Conduct code reviews and mentor mid-level and offshore developers
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Participate in solution shaping and effort estimation for new use cases and change requests
Required Qualifications
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Bachelor's degree in Computer Science, Engineering, or equivalent practical experience
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8–12 years total IT experience with 5+ years hands-on ServiceNow development
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Demonstrable production delivery of Virtual Agent topics with NLU model ownership — be prepared to describe deflection metrics achieved
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Strong scripting: server-side and client-side JavaScript / Glide APIs, plus PowerShell and/or Python
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Proven integration experience across REST/SOAP, JSON/XML, OAuth 2.0, JWT, basic auth, mutual TLS, and webhook patterns
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Working knowledge of ITOM — Discovery, Service Mapping, Event Management — and CMDB / CSDM data model concepts
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Experience with MID Server administration and troubleshooting
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Solid grounding in ITIL service management processes (Incident, Request, Change, Problem)
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Ability to work directly with client stakeholders and translate operational pain points into automation opportunities
Certifications
Required: ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD)
Preferred: CIS–ITOM (Discovery / Event Management), CIS–ITSM, and micro-certifications in Virtual Agent, Flow Designer, IntegrationHub, and Automated Test Framework
Preferred / Differentiating Experience
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Now Assist, AI Search, and GenAI-assisted service operations deployments
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Ansible Automation Platform or Terraform integrated with ServiceNow workflows
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Azure or AWS certification (AZ-104 / AZ-305 / SAA)
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Nexthink, SysTrack, or similar DEX platforms feeding proactive automation
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Prior work in managed services / shared services delivery with SLA-bound outcomes
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Optional — regulated clients: experience in healthcare IT environments with HIPAA / PHI handling requirements, and familiarity with Epic, Citrix / VDI, or clinical endpoint estates.
