ServiceNow AI Engineer

Accountabilities:

• Gather and analyze system requirements by collaborating with end users, IT teams, technical stakeholders, and business partners.
• Design, develop, configure, and deploy AI-driven applications, workflows, and custom solutions on the ServiceNow platform.
• Integrate machine learning, natural language processing, predictive analytics, and other AI capabilities across ServiceNow modules such as ITSM, ITOM, CSM, and HRSD.
• Manage the full application development lifecycle, including solution design, coding, debugging, testing, troubleshooting, documentation, and deployment.
• Develop custom or product-based solutions that align with functional and technical requirements while following established development standards and best practices.
• Configure and maintain integrations between ServiceNow and external applications using REST, SOAP, cloud-to-cloud integrations, and MID Servers.
• Implement and maintain automated, bi-directional integrations and support data extraction or ETL processes using technologies such as JDBC and ODBC.
• Support service mapping, impact assessment rules, event management activities, and related validation with technical SMEs and stakeholders.
• Participate in user acceptance testing and ensure resulting maps, impact rules, and event management solutions meet business and technical expectations.
• Promote update sets, configurations, and data across applicable ServiceNow environments while maintaining deployment quality.
• Investigate and remediate production incidents related to assigned solutions and platform capabilities.
• Coordinate with technical leads to maintain consistent architectural and development approaches and avoid disruption to shared platform patterns.
• Contribute to strategic planning, resource coordination, process improvements, and the delivery of complex professional services projects.

Requirements

• 3–6 years of experience supporting the implementation, administration, configuration, and/or development of ServiceNow across at least two capabilities, such as ITSM and ITOM.
• Hands-on experience with ServiceNow AI and advanced capabilities, including Virtual Agent, Predictive Intelligence, Performance Analytics, or related AI technologies.
• Strong experience integrating ServiceNow with external systems and platforms using MID Servers, cloud-to-cloud integrations, REST, and SOAP web services.
• Experience developing or supporting automated, bi-directional integrations between enterprise applications.
• Knowledge of data extraction and integration technologies such as JDBC, ODBC, or ETL solutions.
• Proven experience implementing or supporting ServiceNow CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and workflows.
• Strong ServiceNow scripting experience, including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and general platform scripting.
• Ability to translate business requirements into scalable, reliable, and maintainable technical solutions.
• Strong analytical, troubleshooting, and problem-solving skills, with the ability to investigate complex technical issues and deliver effective solutions.
• Ability to thrive in strategic planning, resource allocation, production environments, and cross-functional coordination.
• Adaptability and comfort working in a fast-paced, continuously evolving technology environment.
• Strong communication and collaboration skills when working with technical teams, stakeholders, and end users.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, Artificial Intelligence/Machine Learning, or a related field.
• Willingness to continuously expand ServiceNow knowledge and complete relevant platform certifications and module accreditations.
• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD) certifications are preferred.
• ITIL Foundation certification is also preferred.

Benefits

• Opportunity to work on complex, enterprise-scale ServiceNow and AI initiatives.
• Exposure to AI-driven applications, automation, predictive intelligence, and advanced ServiceNow capabilities.
• Access to official ServiceNow training and opportunities to pursue multiple certifications and module accreditations.
• Opportunity to develop expertise across multiple ServiceNow capabilities and enterprise technology domains.
• Collaborative environment with experienced ServiceNow professionals and technical leaders.
• Ability to contribute innovative solutions that directly support customer and business objectives.
• Opportunities for professional growth, continuous learning, and expanded technical responsibilities.
• Supportive culture that values diverse perspectives, collaboration, respect, and inclusion.
• Exposure to large-scale professional services projects and complex implementation challenges.
• Opportunity to build solutions that improve enterprise workflows, operational efficiency, and user experiences.