We are seeking an experienced Full Stack Service Now Platform Developer with strong expertise in AI/ML integration to advance our enterprise IT solutions. This role focuses on designing, developing, and automating ITSM and ITOM workflows on Service Now, while embedding AI-driven capabilities for predictive analytics, intelligent routing, and decision-making.

The ideal candidate will bring hands-on Service Now development experience, strong full-stack skills, and proven expertise in integrating AI/ML models and automation into enterprise workflows.

Key Responsibilities

• Lead Service Now development across frontend and backend components with advanced debugging and optimization.
• Design and configure ITSM/ITOM modules (Incident, Change, Request, Problem, Event Mgmt, CPG, Certificate Mgmt, Discovery).
• Build and automate workflows using Flow Designer, Integration Hub, Client Scripts, Business Rules, and Virtual Agent.
• Implement Now Assist and Conversational AI/Virtual Agent to enhance self-service and reduce manual workload.
• Develop and maintain AI-driven observability solutions, deriving insights from logs, metrics, and traces.
• Create REST/SOAP API integrations between Service Now and external AI/ML platforms, observability tools, and enterprise apps.
• Design end-to-end workflows across IT infrastructure domains (Network, Applications, Security) enhanced by AI capabilities.
• Manage CMDB data models and relationships to support accurate AI-powered insights.
• Automate data ingestion, event correlation, and AI-driven resolution workflows.
• Ensure adherence to ITIL best practices and enterprise security standards in AI-enabled solutions.
• Establish governance and transparency for AI-driven decisions.
• Continuously enhance Service Now performance, scalability, and automation accuracy to drive ITSM effectiveness.

To be successful in this role you have:

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
• 6+ years of combined experience in Service Now development and object-oriented programming (Java/JavaScript/Python).
• Hands-on implementation experience of CSDM/CMDB in large scale environments.
• Good understanding CMDB, CSDM, EA modules in Service Now
• Minimum 3 years of hands-on Service Now development experience.
• Advanced proficiency in JavaScript, Glide scripting, Business Rules, UI policies, and Service Now APIs.
• Strong knowledge of data structures, design patterns, performance/scalability optimization.
• Experience with modern UI frameworks (Angular, React).
• Practical expertise in AI/ML model integration, AI Ops, and workflow orchestration with Agentic AI.
• Solid understanding of ITIL processes across Incident, Change, Request, and Problem Management.
• Familiarity with **Cloud platforms (Azure/AWS)**and AI/ML frameworks (e.g., Azure OpenAI).
• Proven experience integrating external AI models via REST/SOAP APIs.
  Strong problem-solving and analytical skills to optimize ITSM/ITOM operations.

Qualifications-Service Now certifications: CSA, CIS-ITSM, CIS-EM, CIS-Discovery & good to have CTA.

• Full-stack skills: React, CSS/SCSS, Python, Django, REST APIs.
• Hands-on with AI/ML models, RPA tools, and predictive intelligence solutions.
• Familiarity with Service Now ITSM, ITOM, CMDB, and automation frameworks for IT service optimization.

FD21

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to Service Now employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, Service Now may confirm the distance between your primary residence and the closest Service Now office using a third-party service.

Equal Opportunity Employer

Service Now is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact globaltalentss@servicenow.com for assistance.

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), Service Now may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon Service Now obtaining any export license or other approval that may be required by relevant export control authorities.

From Fortune. ©2025 Fortune Media IP Limited. All rights reserved. Used under license.

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — Service Now stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.