ServiceNow Developer - ITSM

We are seeking an experienced ITSM Workflow Engineer to design, build, and optimize IT service management processes on the ServiceNow platform. This is an engineering-focused role for someone passionate about workflow automation, platform development, and AI-driven operations.

You’ll partner with infrastructure, security, legal, and business teams to create intelligent, scalable, and compliant service delivery solutions while reducing manual effort through automation and AI.

This is a direct hire opportunity with full benefits and offers hybrid work opportunities, as well as a strong work life balance.

Sponsorship is not provided for this role.

What You’ll Do

• Design, build, and maintain automated workflows across Incident, Problem, Change, Request, Asset, and Knowledge Management processes
• Develop intelligent routing, escalation, enrichment, and resolution workflows to improve operational efficiency
• Configure and support ServiceNow capabilities including Flow Designer, IntegrationHub, CMDB, Virtual Agent, Predictive Intelligence, and Now Assist
• Integrate ServiceNow with cloud platforms, collaboration tools, monitoring systems, and enterprise applications
• Lead initiatives to deploy AI-powered capabilities, including automated triage, incident classification, and self-service solutions
• Develop dashboards and reporting for key ITSM metrics including SLA compliance, MTTR, automation rates, and service performance
• Maintain platform governance, testing, documentation, and CI/CD processes
• Identify workflow improvement opportunities and maintain a backlog of automation enhancements
• Serve as a ServiceNow and ITSM subject matter expert for stakeholders across the organization

• 5+ years of experience in ITSM, IT Operations, or Enterprise Service Management
• 3+ years of hands-on ServiceNow administration and development experience
• Experience implementing workflow automation solutions that reduce manual effort and improve service outcomes
• Hands-on experience with ServiceNow ITSM modules, including: Incident Management, Problem Management, Change Management, Request Management, Asset Management / CMDB, Knowledge Management
• Strong experience with: Flow Designer, IntegrationHub, ServiceNow scripting (JavaScript/Glide API), REST API integrations, CMDB management, Automated Test Framework (ATF)
• Familiarity with DevOps, CI/CD, and platform release management

Preferred Qualifications

• Experience with ServiceNow AI capabilities, including Now Assist, Predictive Intelligence, Virtual Agent, and AI Search
• Experience integrating external AI/LLM platforms such as OpenAI, Azure OpenAI, or Anthropic
• Experience with observability and monitoring platform integrations
• Knowledge of Python, PowerShell, or other automation technologies
• Experience with agentic AI, automation orchestration, or enterprise AI solutions

Education & Certifications Required

• Bachelor’s degree in Computer Science, Information Systems, or related field (or equivalent experience)
• ITIL 4 Foundation
• ServiceNow Certified System Administrator (CSA), * Certified System Administrator - ServiceNow (Required)
• ITIL Foundation (Required)

Work Location: Hybrid remote in New York, NY 10001

Pulled from the full job description

• Paid parental leave
• Prescription drug insurance
• Parental leave
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k) matching
• Dental insurance
• Family leave
• Health insurance
• Paid parental leave
• Paid time off
• Prescription drug insurance
• Vision insurance
• Work from home

Application Question(s):

• This role is only open to those who are US Citizens or Green Card Holders - do you currently meet this requirement?
• What are your salary expectations?