Servicenow Developer

The ideal candidate will be responsible for developing high-quality applications. They will also be responsible for designing and implementing testable and scalable code.

Location: All 5 days WFO(Chennaione IT Park)

Skill: Servicenow Developer +AI

Exp:5+ yrs

Notice:Immediate to 15 days(Serving Notice)

Responsibilities

• ServiceNow Configuration Resource: Is responsible for tailoring the GSConnect (ServiceNow CSM) platform to meet the organization's needs. This includes configuring standard features, building custom solutions, integrating with other systems, and ensuring the platform operates efficiently. Ability to blend classic CSM configuration with GenAI capabilities (Now Assist, AI Search, Predictive Intelligence, Virtual Agent) and agentic automation to deliver scalable, secure, and human-centered customer service outcomes.
• Roles and Responsibilities of the ServiceNow Configuration Resource
• Platform Configuration
• Configure out-of-the-box (OOTB) features, including workflows, forms, fields, and user interfaces, to meet business requirements.
• Set up and manage user roles, permissions, and access controls in alignment with governance policies.
• Maintain and manage multiple ServiceNow instances (e.g., development, testing, production) to ensure stability and consistency.
• Custom Development
• Develop tailored applications and modules to address unique business needs that cannot be met with OOTB functionality.
• Write and maintain server-side and client-side scripts, business rules, UI actions, and script includes.
• Design and implement custom workflows and automation for complex business processes.
• Integrations and Data Management
• Build and maintain integrations with third-party systems and enterprise tools using APIs, web services, or middleware.
• Migrate data from legacy systems into ServiceNow and ensure ongoing data accuracy and integrity.
• Establish processes for managing core data elements, such as customer or product data, within the platform.
• Collaboration and Stakeholder Engagement
• Collaborate with Business Owners, Product Owners, and other stakeholders to understand requirements and translate them into technical solutions.
• Provide guidance on ServiceNow capabilities, limitations, and best practices during solution design discussions.
• Incorporate user feedback into configuration and development efforts to improve platform usability.
• Quality Assurance and Testing
• Conduct regular code reviews to ensure quality, maintainability, and adherence to coding standards.
• Perform unit testing on all configurations and customizations before deployment.
• Assist testing teams in functional, performance, and regression testing to validate that solutions meet requirements.
• Deployment and Release Management
• Work closely with the Change Management and Service Delivery teams to plan, schedule, and execute releases.
• Use version control systems to track changes and manage releases across different environments.
• Leverage tools for automated deployment to streamline the release process.
• Maintenance and Support
• Address and resolve issues, incidents, and bugs reported by users or support teams.
• Apply ServiceNow patches and version upgrades, ensuring compatibility with custom configurations.
• Continuously monitor system health and performance to identify and address potential issues proactively.
• Continuous Improvement
• Identify and implement automation opportunities to improve efficiency and reduce manual effort.
• Optimize workflows, scripts, and configurations to improve platform performance and scalability.
• Stay updated on new ServiceNow features and modules to identify opportunities for adoption and innovation.
• Governance and Compliance
• Ensure all configurations and developments comply with CoE-defined standards, policies, and security requirements.
• Maintain documentation and records of configurations and changes for audit purposes.
• Implement secure coding practices to protect sensitive data and comply with regulatory requirements.
• Knowledge Management
• Create and maintain comprehensive technical documentation for configurations, scripts, and workflows.
• Share technical expertise with other CoE members and train support teams to manage routine platform operations.
• Assist in developing training materials and resources to help end-users adopt new features effectively.
• AI & Agentic Capabilities (Now Assist / AI Agents)
• Design, build, and tune Now Assist for CSM (case summarization, reply drafts, next-best actions, article generation) and AI Search experiences.
• Configure and govern Generative AI Controller connections to LLM providers; set guardrails, data policies, and prompt templates for safe and relevant outputs.
• Build AI Agents (agentic workflows) that can plan, call tools/flows, retrieve knowledge, execute actions, and follow hand-off protocols to humans.
• Implement Virtual Agent topics, conversational flows, and Agent Assist signals that are grounded on curated knowledge and case context.
• Establish prompt engineering standards (structure, context packing, grounding, temperature, retry/stop conditions) and reusable prompt libraries.
• Experience in workflow data fabric.

Required Qualifications:

• 5-7 years hands-on ServiceNow development/configuration; preferably 2+ years with CSM module.
• ServiceNow CSA, CAD, CIS–CSM
• Micro/Pro certifications for Now Assist / Generative AI, Predictive Intelligence, Virtual Agent
• Proven delivery with Workflow Editor, Flow Designer, Agent Workspace, Virtual Agent, AI Search, Predictive Intelligence.
• Practical prompt engineering experience (context strategies, grounding, evaluation, few-shot vs. tool-augmented prompts).
• Strong JavaScript (Glide), data modelling, REST integrations, and ATF.

• Tools:
• ServiceNow CSM
• Agent Workspace
• Workflow Editor/Flow Designer
• Virtual Agent
• Now Assist
• AI Search
• Predictive Intelligence
• Governance & Ways of Working:
• Adhere to CoE standards, coding guidelines, Responsible AI principles, and secure coding practices.
• Maintain audit-ready documentation for configurations, prompts, flows, guardrails, and provider settings.