ServiceNow Senior AI Developer

Intellias helps retailers deliver consistent, omnichannel experiences through technology. Join us to develop scalable solutions that drive performance and customer value.

Our client is the fastest-growing global manufacturing company. An international corporation with over a hundred years of history, internationally recognized brands and Reduced-Risk Products.

The Senior ServiceNow AI Developer will be responsible for the end-to-end delivery of ServiceNow ITSM initiatives, including technical solution design, development, automation, AI-powered capabilities, testing, deployment, and operational support. The role requires a strong combination of ServiceNow development expertise and hands-on experience implementing ServiceNow Now Assist capabilities within enterprise ITSM environments.

The successful candidate will act as a senior technical contributor, partnering with architects, product owners, business analysts, and stakeholders to deliver scalable, secure, maintainable, and innovative ServiceNow solutions aligned with ServiceNow best practices and enterprise architecture standards.  

1. Design, develop, configure, and enhance ServiceNow ITSM solutions, including:

• Incident Management
• Change Management
• Request Management
• Knowledge Management
• Problem Management
• Service Catalog
• Platform Analytics
• Predictive Intelligence
• Virtual Agent powered by Now Assist
• Other Scoped Apps used and in scope of ITSM

2. Build and maintain ServiceNow workflows, Flow Designer automations, SLAs, notifications, approvals, integrations, and reusable platform components.
3. Perform technical design, development, unit testing, deployment, and post-production support activities.
4. Ensure delivered solutions align with business requirements, ServiceNow best practices, and enterprise architecture standards.
5. Participate in requirements workshops and provide technical recommendations and solution options
 
Automation & Innovation
• Lead the implementation of process automation initiatives within the ITSM domain.
• Design and implement Flow Designer solutions, Integration Hub automations, orchestration workflows, and intelligent ticket handling solutions.
• Drive automation opportunities that improve operational efficiency, user experience, and service quality.
• Support continuous improvement initiatives and identify opportunities to reduce manual effort through platform capabilities.
 

Now Assist & AI Capabilities
• Lead the implementation and adoption of ServiceNow Now Assist capabilities within ITSM.
• Design, configure, and operationalize multiple Now Assist skills in production environments.
• Collaborate with business stakeholders to identify AI-driven use cases and improve service management processes using GenAI capabilities.
• Contribute to AI governance, prompt design, testing strategy, and user adoption activities.
 

Integration & Technical Development
• Develop and maintain Script Includes, Business Rules, Client Scripts, UI Policies, Scripted REST APIs, and Integration Hub integrations.
• Build integrations with enterprise applications leveraging REST APIs and modern integration patterns built by JTI.
• Troubleshoot performance, configuration, and integration issues.
• Ensure technical solutions are scalable, maintainable, secure, and compliant.
 
Technical Leadership
• Perform peer reviews and contribute to technical governance.
• Mentor junior developers and promote ServiceNow development best practices.
• Support solution estimation, planning, and technical risk assessments.
• Produce and maintain technical documentation, design specifications, and implementation guides.
• Participate in SDLC activities, including SIT, UAT, deployment, hypercare, and operational support.