Job Description

Must be able to go onsite Tues-Thursday in NYC.

Here is the JD:

We are seeking a versatile ServiceNow Developer to lead the design, development, and ongoing optimization of our ServiceNow platform, with a strong focus on implementing and advancing AI-driven capabilities. This role is responsible for building and maintaining core ServiceNow functionality while also leveraging AI and machine learning modules (such as Virtual Agent, Predictive Intelligence, and AI Search) to drive automation, improve efficiency, and enhance employee experiences.

The ideal candidate combines hands-on technical expertise in ServiceNow development with practical experience in deploying AI features. This position will collaborate with IT leadership, service owners, and business stakeholders to ensure ServiceNow continues to scale as a strategic enterprise platform supporting internal operations and customer-facing services.

***Hybrid Tues-Thurs in Financial District NYC***

Responsibilities

• Develop, configure, and customize the ServiceNow platform to meet evolving business requirements.
• Design, configure, and implement AI-powered ServiceNow features (Virtual Agent, Predictive Intelligence, AI Search) to optimize workflows and improve user experiences.
• Build and maintain reports, dashboards, homepages, and employee portals.
• Gather and document business requirements; translate them into technical specifications and deliver scalable solutions.
• Create clear and concise technical and process documentation, including as-built documentation.
• Provide day-to-day support, administration, and maintenance of the ServiceNow platform, ensuring performance, security, and reliability.
• Plan and manage platform upgrades, patches, and ongoing optimizations.
• Troubleshoot and resolve issues, conduct root cause analysis, and drive continuous improvement.
• Provide "Go Live" and post-implementation support for new ServiceNow solutions and AI integrations.
• Develop and deliver knowledge articles and end-user training.
• Support service review meetings by reporting on performance, quality, and process efficiency.
• Ensure all platform development aligns to IT Service Management (ITIL) best practices.

Qualifications

• Proven experience as a ServiceNow Developer, including direct work on AI modules (Virtual Agent, Predictive Intelligence, AI Search, or automation features).
• Strong knowledge of ServiceNow core applications, workflows, scripting, and integrations.
• Ability to gather and translate business requirements into technical solutions.
• Familiarity with ITIL framework and IT Service Management principles.
• Strong problem-solving and analytical skills, with ability to recommend process and system improvements.
• Excellent communication skills, with experience creating documentation and delivering training.
• Experience supporting enterprise ServiceNow environments through upgrades and platform expansions.

Desired Skills:

• Prior exposure to AI strategy and adoption projects within ServiceNow.
• Experience with ServiceNow employee workflows and portals.
• Background in systems integration and enterprise IT environments.

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