Senior servicenow ai developer for itsm - full-remote

For an international organization, we are urgently looking for an experienced Senior Service Now Developer specializing in ITSM, Now Assist, AI and automation.

This is a fully remote contractor position for a senior Service Now professional with extensive hands-on experience delivering enterprise-scale Service Now ITSM solutions and implementing AI-powered and automated service management capabilities.

As a Senior Service Now Developer, you will be responsible for the end-to-end delivery of Service Now ITSM initiatives, covering technical solution design, development, automation, Now Assist and Gen AI capabilities, integrations, testing, deployment and operational support.

We are looking for a full-time contractor who is available to work during CET working hours. Candidates must be fluent in English.

Tasks and Responsibilities

Design, develop, configure and enhance Service Now ITSM solutions, including Incident, Change, Request, Problem and Knowledge Management, Service Catalog, Platform Analytics, Predictive Intelligence and Virtual Agent; Build and maintain Service Now workflows, Flow Designer automations, SLAs, notifications, approvals and reusable platform components in line with business requirements and Service Now best practices; Lead ITSM automation initiatives using Flow Designer, Integration Hub, orchestration and intelligent ticket handling to improve efficiency, user experience and service quality; Implement and optimize Service Now Now Assist and Gen AI capabilities, including AI-driven use cases, Now Assist skills, prompt design, testing, governance and user adoption; Develop and maintain Script Includes, Business Rules, Client Scripts, UI Policies, Scripted REST APIs and Integration Hub integrations; Design and support integrations with enterprise applications using REST APIs and modern integration patterns, ensuring solutions are scalable, secure, maintainable and compliant; Participate throughout the SDLC, including requirements workshops, technical design, development, SIT/UAT, deployment, hypercare, troubleshooting and production support; Provide technical leadership through peer reviews, technical governance, solution estimation, risk assessment, documentation and mentoring of junior developers.

Senior Service Now Developer Profile:

Bachelor's or Master's degree in Computer Science, Information Technology, Engineering or a related field; 8+ years of hands-on Service Now development experience; Proven experience delivering complex, enterprise-scale Service Now ITSM implementations; Proven production experience implementing multiple Service Now Now Assist capabilities and skills; Experience defining adoption and governance approaches for AI-enabled ITSM solutions; Strong experience designing and implementing ITSM automation, including Incident, Request Fulfilment, Change and Knowledge Management processes; Hands-on experience with Flow Designer, Integration Hub, intelligent routing, approvals and workflow automation; Strong understanding of Service Now development standards, architecture and best practices; Fluent in English, both written and spoken.

Nice to Have

Experience implementing Agentic AI solutions within Service Now; Knowledge of AI Agents, Agentic AI frameworks and Autonomous Workforce capabilities; Experience with CSDM (Common Service Data Model); Experience with additional Service Now modules such as EA, SPM, CMDB, ITOM or ITAM.

Mandatory Service Now Certifications

Service Now Certified System Administrator (CSA); Service Now Certified Application Developer (CAD); Certified Implementation Specialist – ITSM (CIS-ITSM).

Preferred Certifications

Implementer – Now Assist for ITSM; Service Now Gen AI or AI-related certifications; Agentic AI-related certifications, where available. Key Technologies & Skills

Service Now | Service Now ITSM | Now Assist | Gen AI | AI-Assisted ITSM | Agentic AI | Flow Designer | Integration Hub | Service Now Automation | Predictive Intelligence | Virtual Agent | Service Catalog | Script Includes | Business Rules | Client Scripts | UI Policies | REST APIs | CSDM | CMDB | ITOM | ITAM | EA | SPM | SIT | UAT