We are looking for an experienced Full Stack ServiceNow ITSM Developer with expertise in Agentic AI to enhance IT Service Management ITSM solutions. This role involves designing developing and automating incident change and request management workflows while integrating AI-driven automation for predictive analytics and decision-making. The ideal candidate should have hands-on experience in ServiceNow development, scripting, AI integration and workflow automation.
Key Responsibilities:
ServiceNow ITSM Development:
- Design and configure ITSM workflows business rules UI policies and catalog items within ServiceNow
- Develop and maintain Incident, Problem, Change and Request Management solutions
- Implement Flow Designer, Client Scripts, Integration Hub and Virtual Agent based solutions
- Collaborate with process owners to align ITSM solutions with business needs
Agentic AI Automation Integration:
- Implement AI-driven automation to enhance ITSM processes including auto-triaging intelligent change approvals and predictive issue resolution
- Leverage Conversational AI and Virtual Agents to streamline user interactions and reduce manual workload
- Integrate AI/ML models for risk-based decision-making in Change and Incident Management
- Optimize workflows using Agentic AI-based policy compliance and risk evaluation mechanisms
API Data Integrations:
- Develop integrations between ServiceNow and third-party AI tools monitoring platforms and enterprise systems using REST/SOAP APIs
- Work with data models CMDB relationships and external analytics engines to improve AI-driven insights
- Automate data ingestion event correlation and AI-powered resolution workflows
- Compliance Security Performance Optimization
- Ensure all AI-enabled workflows align with ITIL best practices and enterprise security policies
- Implement governance measures for AI-driven decisions ensuring transparency and accountability
- Optimize ServiceNow performance data integrity and automation accuracy to improve ITSM efficiency
To be successful in this role you have:
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AIs potential impact on the function or industry.
- 6+ years of hands-on experience in ServiceNow ITSM development
- Strong proficiency in JavaScript Glide Scripting Business Rules and UI policies
- Experience integrating Agentic AI for automated decision-making and workflow automation
- Knowledge of ITIL processes with expertise in Incident, Change and Problem Management
- Familiarity with ServiceNow Virtual Agent, AI Ops and Performance Analytics
- Hands-on experience with REST/SOAP API integrations and external AI models
- Strong analytical skills with an ability to troubleshoot and optimize ITSM processes
Preferred Qualifications
- ServiceNow Certified System Administrator CSA, CIS-ITSM, CTA
- Experience working with AI/ML models, RPA tools and predictive analytics
- Knowledge of Azure AI OpenAI or other AI frameworks
- Exposure to ITOM, CMDB and automation frameworks for IT service optimisation
Why Join Us
- Be part of an innovative team driving AI-powered ITSM transformation
- Engage in pioneering AI automation and workflow optimization initiatives.
- Grow your expertise in ServiceNow AI/ML integrations and enterprise IT service automation
- If you re passionate about intelligent ITSM automation and want to shape the future of IT operations apply now
