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# ServiceNow Developer - ITSM

- **Company:** DAVIS LAINE LLC
- **Location:** New York, NY, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $140,000.0 - $160,000.0
- **Contract:** Permanent contract
- **Skills:** JavaScript (Programming Language), Application Programming Interfaces (APIs), Artificial Intelligence, Automation of Tests, Microsoft Azure, Configuration Management Databases, Collaborative Software, Information Systems, Continuous Integration, DevOps, Monitoring of Systems, Information Technology Operations, Python (Programming Language), Knowledge Management, Windows PowerShell, Release Management, Search Technologies, Systems Integration, Enterprise Software Applications, Large Language Models, Mttr, Information Technology, Enterprise Integration, Virtual Agents, Restful APIs, Servicenow
- **Published:** July 17, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=675c4afe514ef7b5

## About the Role

* 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

## Description

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


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