ServiceNow Engineer
Role Overview
Our organization is seeking a ServiceNow Engineer to help modernize and enhance the digital-first technology support experience. This role will focus on building and improving self-service capabilities, Virtual Agent experiences, AI-enabled support solutions, ServiceNow workflows, forms, routing capabilities, and agent productivity tools. The engineer will partner with Product Managers, Product Owners, Service Operations teams, and platform partners to deliver solutions that improve the experience for employees, advisors, and support agents.
Key Responsibilities
- Enhance ServiceNow Employee Center and self-service experiences.
- Design, develop, and enhance ServiceNow Virtual Agent capabilities.
- Design and build ServiceNow forms, catalog items, record producers, and workflows.
- Enhance Service Operations Workspace and agent-facing experiences.
- Improve knowledge-driven support and digital-first help capabilities.
- Support the implementation of Now Assist and Generative AI functionality.
- Streamline request intake and fulfillment processes.
- Implement skills-based routing and Advanced Work Assignment capabilities.
Required Qualifications
Experience: 3-5 years of software engineering, platform engineering, or application development experience. Experience delivering solutions through Agile methodologies is also required.
General Skills:
- Strong analytical and problem-solving skills.
- Ability to analyze user journeys and customer experiences to design intuitive, efficient, and user-centric ServiceNow solutions.
- Ability to design scalable, maintainable, and secure solutions.
- Experience troubleshooting application issues and analyzing system behavior.
- Ability to work independently while collaborating effectively across technical and business teams.
- Strong communication and documentation skills.
- Sound knowledge of the Software Development Life Cycle (SDLC) and industry standard practices.
- Knowledge of systems design concepts that provide security and stability.
Technical Skills:
- ServiceNow ITSM
- Virtual Agent
- Employee Center / Service Portal
- JavaScript and ServiceNow platform scripting (Business Rules, Script Includes, Client Scripts, APIs)
- Flow Designer
- Service Catalog
- Knowledge Management / KCS
- Service Operations Workspace
- Advanced Work Assignment (AWA)
- Agent Chat and Skills-Based Routing
- Platform Analytics / Performance Analytics
- IntegrationHub
Preferred Qualifications
- Experience working in IT Service Management (ITSM) environments.
- Experience with customer experience, support operations, or service delivery platforms.
- Ability to mentor team members and contribute to technical best practices.
- Now Assist
- Generative AI within ServiceNow
- NLU to LLM Virtual Agent migration experience
- AI-powered search and knowledge experiences
- Conversational request fulfillment
- Agent productivity and automation solutions
- Omnichannel support experiences and routing strategies
Benefits
- Medical, dental, vision, life, and disability insurance plans
- Employee stock purchase program (ESPP)
- 401K program with company match after 12 months of tenure
- Health Savings Account (HSA) on HDHP plan
- SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions
- Corporate discount savings program and other discounts
- On-demand training program
- Access to certification prep and library of technical and leadership courses/books/seminars after 6+ months of tenure
- Certification discounts and perks to associations including CompTIA and IIBA
- Dedicated customer service team for Consultants
- Certified Career Coach