Description

Sail Point, the industry leader in Identity Security, is looking for an experienced Sr. Service Now CSM AI Developer to join our cross-functional Service Now team. This individual will be a key team member in our growing and impactful organization as Sail Point continues to scale globally as the industry leader in Identity Security.  This position will report directly to our Service Now Sr. Manager/Technical Architect, and will work as part of our extended global team, supporting solution design, custom development, and platform enhancements for Customer workflows on the Service Now AI platform.

The Sr. Service Now CSM AI Developer will have at least 3 years of experience implementing, configuring, and managing the Service Now AI platform within the Service Now CSM module.

Candidates must have hands on Service Now AI development experience building outcome-focused solutions for large-scale enterprise(s), aligned to leading practices leveraging customer workflows and Now Assist capabilities.

As the Sr. Service Now CSM AI Developer, you will work closely with other members of the Service Now team to support the application and build innovative AI-first solutions in a constantly-changing business environment.  Expect to work in cross-functional teams across IT, Customer Support, Professional Services, Revenue Operations, and Engineering in support of the company’s Service Now customer service operations and strategy.

Your primary focus will be interfacing with internal customers to transform requirements into fully functional cross-modular solutions within the Service Now platform.  This includes building custom AI and automation workflows for processes and procedures, custom user interfaces within Service Portal and workspaces, actionable dashboards, integrations with existing data sources and tools.

The successful candidate will have a passion for Service Now as the AI workflow engine of the business, be obsessed with elevating customer experiences and have a desire to drive continued adoption of the Service Now AI platform across the organization. Come make your mark in a high energy environment at one of the most consistently highest rated “best places to work” in Austin over the past 13 years!

This is a full-time position based out of India. Must be available to overlap with U.S. Central business hours for a minimum of 3–4 hours daily.

Job Responsibilities:

Including, but not limited to:

• Design, develop, and deploy Service Now CSM features (Now Assist, case management, account/contact models, workspaces, playbooks, advanced work assignment, platform analytics, support portal and more).

• Configure and customize core CSM components and extend Service Now functionalities using client/server-side scripting, UI policies, business rules, and Flow Designer.

• Collaborate with on-shore architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.

• Participate in daily stand-ups and sprint ceremonies during CST time zone.

• Contribute to the Service Now platform roadmap and strategy

• Provide tier-2 support and troubleshooting for Service Now incidents and operational requests, along with administration functions such as managing users, workflows, tables, and data

• Build and maintain integrations with third-party tools using REST/SOAP APIs and Integration Hub spokes.

• Design, develop, and deploy Service Now features like Now Assist for CSM/ITSM, Service Portal, AI Search, Virtual Agent, Workspaces, Playbooks, Advanced Work Assignment, Workforce Optimization, Platform Analytics, and more.

• Collaborate with architects, product owners, and internal customers to understand requirements and deliver high-quality technical solutions on time.

• Use a systematic approach and a wide breadth of Service Now platform knowledge to troubleshoot, identify, and solve technical issues

• Utilize tools to regularly monitor and analyze system performance, perform regular maintenance, and proactively take corrective actions as necessary to ensure platform reliability

• Responsible for defining requirements, designing workflows, participating in all build/configuration, testing, and implementation activities, as well as analysis and troubleshooting to meet specifications of a project or service request

• Monitors and employs source code control techniques and configuration management to ensure configuration is consistent across development and production environments

• Ensure application meets Sail Point security standards and best practices

• Investigate and advise on new features released by Service Now and what impact they could have on current processes

• Use scripting tools and Service Now functionality to create scripts that automate repetitive tasks

• Create custom user interfaces to improve the overall user experience of Service Now, leveraging UI builder and custom HTML/CSS/Javascript when necessary

Required Experience and Skills

• At least 3 years hands-on experience with Service Now development and administration with a focus on CSM

• Current implemention specialist certifications for Service Now CSM, along with a System Administrator certification

• Builds great user experiences across the following UIs: Service Portal, Workspaces, Next Experience core UI, and UI pages

• Familiarity with key CSM capabilities: Case lifecycle, Customer portals, Playbooks, Task Intelligence, Knowledge management and configurable CSM workspace.

• Familiarity with Now Assist GenAI, as well as experience with Service Now AI technologies (AI search, Task Intelligence, Predictive Intelligence, Recommended Actions, etc.) on the Service Now platform

• Ability to perform “pro-code” development with a foundational knowledge of Glide APIs and platform-related programming languages (JavaScript, Python, etc.)

• Strong understanding of Service Now data model for customers, accounts, and contacts.

• Demonstrated skills associated with software design, modification, implementation and deployment, including object-oriented development concepts

• Understanding of technical governance, key design patterns and large data volume limitations and best practices

• Skilled at analyzing and mapping complex business processes to technical solutions, while identifying opportunities for business process re-engineering

• Experience with QA methodologies (usability testing, performance testing, automated testing, test scripts, test cases and test plans)

• Integration experience using REST APIs, Integration Hub, and/or MID Server.

• Familiarity with the continuous delivery model and agile development processes

• Experience using collaboration tools such as Microsoft Teams, Slack and Confluence

• A particular desire to continually study new technologies and functionality, as well as be involved in projects that push the capabilities of existing technologies

• Must have a high focus on user experience with a propensity for incorporating modern design trends into solution design

• Truly enjoys delivering IT solutions and a strong desire to see the continued acceptance and success of those solutions at Sail Point

• BS Computer Science, Engineering, or equivalent experience

Preferred Skills

• Experience supporting U.S.-based clients with partial time zone overlap.

• Exposure to other Service Now modules like ITSM or HRSD is a plus.

• Knowledge of AngularJS is a plus

Sail Point is an equal opportunity employer and we welcome all qualified candidates to apply to join our team.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other category protected by applicable law.

Alternative methods of applying for employment are available to individuals unable to submit an application through this site because of a disability. Contact applicationassistancesailpoint.com or mail to 11120 Four Points Dr, Suite 100, Austin, TX 78726, to discuss reasonable accommodations.  NOTE: Any unsolicited resumes sent by candidates or agencies to this email will not be considered for current openings at Sail Point.