ServiceNow

• Configure and implement AI Governance and Lifecycle Management capabilities within ServiceNow AI Control Tower.
• Support Risk, Compliance, and Security Management initiatives across the enterprise.
• Implement Discovery and Observability capabilities to provide visibility into AI assets and usage.
• Build governance frameworks, dashboards, and compliance playbooks tailored to enterprise requirements.
• Develop workflows and integrate ServiceNow with enterprise AI assets and platforms.
• Collaborate with both business and technical stakeholders to deliver end-to-end AI governance solutions.

ServiceNow AI Control Tower Consultant

• Serve as a senior process architecture and transformation advisor for business initiatives enabled by the ServiceNow platform.
• Partner with business leaders, process owners, and stakeholders to understand strategic objectives, operational challenges, risks, and desired business outcomes.
• Lead current-state discovery and process assessments, including evaluation of roles, responsibilities, handoffs, decision points, controls, pain points, exceptions, and performance measures.
• Assess process maturity and organizational readiness and help stakeholders establish practical target-state maturity levels and transformation roadmaps.
• Facilitate the design of future-state processes that are simplified, standardized, scalable, measurable, controlled, user-centered, and positioned for automation and AI enablement.
• Challenge the assumption that current-state processes should be replicated in ServiceNow and help stakeholders distinguish between true business requirements, required controls, historical practices, and unnecessary complexity.
• Identify opportunities to eliminate redundant activities, excessive approvals, unclear ownership, manual handoffs, and other barriers to effective and scalable operations.
• Navigate competing stakeholder priorities and facilitate decisions regarding process standardization, ownership, governance, controls, performance measures, and operating models.
• Translate business objectives and future-state process designs into clear business capabilities, functional requirements, and desired outcomes that can be enabled through ServiceNow.
• Partner with ServiceNow Platform Architects and technical teams to translate future-state process designs into scalable platform solutions while maintaining a clear distinction between process architecture and detailed technical architecture.
• Develop process architecture artifacts, including current-state and future-state process maps, value streams, maturity assessments, capability assessments, operating models, and transformation roadmaps.
• Define measurable success criteria to evaluate process effectiveness, automation, adoption, user experience, compliance, and business outcomes.
• Prepare processes for AI and automation by improving standardization, data and knowledge quality, decision logic, governance, ownership, and exception management.
• Evaluate AI and automation opportunities based on business value, process maturity, organizational readiness, risk, and feasibility, prioritizing process simplification before automation.
• Incorporate Organizational Change Management (OCM) into future-state design and partner with business leaders and change, communications, training, and enablement resources to support business readiness and sustained adoption.
• Facilitate executive briefings, stakeholder workshops, process design sessions, maturity assessments, and decision-making forums.
• Collaborate with business analysts and product owners to translate future-state designs into prioritized requirements and provide process guidance throughout Agile/SCRUM delivery.

ServiceNow Architect

• Serve as the end-to-end owner for assigned WSD capabilities, ensuring alignment between business objectives, technology strategy, and execution
• Demonstrate strong technical acumen to effectively partner with engineering, architecture, infrastructure, security, and vendor teams
• Proactively identify delivery, technical, operational, and dependency risks before they impact project timelines or business operations
• Maintain clear visibility into application health, production issues, integration performance, technical debt, and upcoming platform changes
• Drive resolution of complex technical and business challenges by facilitating collaboration across multiple teams
• Provide leadership during incidents, production support events, and major releases, including issue triage, root-cause analysis, prioritization, and communication
• Partner with engineering teams to translate business requirements into scalable, supportable, and secure technical solutions
• Ensure quality through active participation in solution reviews, test planning, validation activities, release readiness assessments, and post-implementation reviews
• Continuously monitor industry trends, ServiceNow platform capabilities, and emerging technologies to identify opportunities for innovation and platform optimization
• Proactively look ahead to roadmap commitments, capacity constraints, dependency risks, compliance requirements, and future business needs rather than reacting to issues after they occur
• Develop and maintain strong relationships with product owners, business stakeholders, technology teams, operations partners, and vendors to ensure successful delivery outcomes
• Champion operational excellence through data-driven decision-making, service metrics, adoption monitoring, and continuous improvement initiatives
• Act as a strategic advisor and product visionary, helping shape future WSD capabilities and workplace technology initiatives while ensuring current operational stability
• Mentor less experienced software engineers
• Collaborate and influence all levels of professionals including managers
• Lead teams to achieve objectives
• Partner with production support and platform engineering teams effectively

Lead Specialty Software Engineer – ServiceNow WSD

• Lead the architectural design, development, and implementation of custom applications and complex workflows within ServiceNow.
• Develop and maintain advanced Script Includes, Business Rules, UI Actions, and other scripted components, establishing team standards.
• Champion and establish best practices for leveraging AI tools and large language models (LLMs) to ensure high-quality code and innovation on the platform.
• Pioneer the use of AI-assisted development techniques for generating sophisticated ServiceNow scripts and complex integration payloads.
• Architect and own the configuration of ServiceNow Now Assist features, including designing generative AI Virtual Agent conversations and building Predictive Intelligence models.
• Lead the integration of external AI/ML APIs into ServiceNow, creating intelligent automation solutions via Integration Hub and custom REST/SOAP APIs.
• Define and govern prompt engineering strategies within ServiceNow's frameworks to ensure secure AI responses.
• Lead the technical strategy and development of AI-enhanced ITSM capabilities, such as auto-classification of incidents and intelligent ticket routing.
• Mentor and guide mid-level and junior developers, conducting code reviews and fostering a culture of technical excellence.
• Design and implement automated testing strategies using ServiceNow ATF to ensure solution reliability and scalability.
• Serve as the final escalation point for complex platform and integration issues, providing expert troubleshooting.
• Collaborate with stakeholders to define technical strategy and influence the platform roadmap.
• Stay ahead of ServiceNow platform releases and AI/ML landscape changes, driving the adoption of new technologies.

Senior ServiceNow Developer

• Design, develop, and configure custom applications, workflows, UI components, and platform features within ServiceNow.
• Build and modify Script Includes, Business Rules, UI Actions, Client Scripts, data policies, Flow Designer flows, and related components.
• Leverage AI tools and large language models (LLMs) — such as GitHub Copilot, Codex, ChatGPT, and Claude — to accelerate development, improve code quality, generate boilerplate scripts, and troubleshoot platform issues faster.
• Use AI-assisted development techniques to auto-generate ServiceNow scripts, Flow Designer logic, and integration payloads from plain-language requirements.
• Build and configure ServiceNow Now Assist features, including generative AI-powered Virtual Agent conversations, AI Search, and Predictive Intelligence models. • Integrate external AI/ML APIs (e.g., OpenAI, Azure OpenAI, Google Gemini) into ServiceNow workflows via Integration Hub or REST APIs to enable intelligent automation.
• Design and implement prompt engineering strategies within ServiceNow's Now Assist and Virtual Agent frameworks to produce accurate, context-aware AI responses.
• Support the development of AI-enhanced ITSM capabilities such as auto-classification of incidents, intelligent ticket routing, and anomaly detection using ServiceNow's ML plugin.
• Write unit tests and assist in developing automated test suites using ServiceNow ATF.
• Build and maintain integrations using REST/SOAP APIs, and troubleshoot integration issues with assistance from senior team members.
• Work on defect resolution, enhancements, and operational support needs.
• Partner with business analysts, testers, and senior developers to interpret requirements and translate them into working solutions.
• Stay current with ServiceNow platform releases, Now Assist updates, and the evolving AI/ML landscape as it applies to enterprise service management.

Mid-Level ServiceNow Developer

• Design, develop, and maintain forms, flows, catalog items, integrations, etc.
• Collaborate with developers, product owners, process owners, and platform engineers to define requirements.
• Support Agile ceremonies and uphold quality assurance throughout the lifecycle.
• Adhere to and enforce ServiceNow and OneGDIT best practices.
• Support platform upgrades, patching, and deployments.
• Participate in Agile software development efforts (standups, planning, grooming, estimation) to ensure quality delivery.
• Collaborate with Scrum Masters, Product Owners, and Developers.

• Understand and document business requirements and user stories for ServiceNow implementations.
• Define customer needs, determine strategies, develop plans/proposals and make recommendations around customer’s internal processes and functions for improved efficiency and effectiveness
• Own business requirements and agreement of priorities with clients/end users
• Conduct impact analysis on existing business process and function IRM
• Produce functional specifications, wireframes, and mock-ups for delivery teams
• Partner with technical team to conduct demos and show & tells with client end users
• Contribute to writing test scripts including acceptance criteria
• Facilitate testing/UAT and obtain agreement on priorities with client / end users

Senior Business Analyst – IRM

• Design, configure, and maintain the ServiceNow SAM Pro module, including software models, entitlements, and discovery patterns.
• Configure, customize, and support Publisher Packs for complex software licensing, including Microsoft, Oracle, and IBM.
• Integrate ServiceNow SAM with the Shopping Hub and Service Catalog to streamline software request fulfillment.
• Build dashboards, reports, and automated reclamation candidate processes to identify underutilized software, improve license utilization, and reduce software spend.

ServiceNow Developer

• Configure and implement AI Governance and Lifecycle Management within the platform.
• Design governance frameworks, dashboards, and compliance playbooks for enterprise AI governance.
• Develop workflows and integrate the platform with enterprise AI assets and platforms.
• Apply risk, compliance, and security management capabilities in an enterprise context.
• Leverage discovery and observability features to provide visibility into AI assets.
• Partner with cross-functional teams to translate business needs into governance solutions.
• Document and communicate governance requirements, decisions, and outcomes to stakeholders.

Senior ServiceNow AI Governance, Lifecycle Consultant

• Develop custom workflows utilizing modern web technologies
• Configure out of the box workflows and create/maintain custom workflows
• Integrate ServiceNow applications with 3rd party partners
• Rapidly prototype new solutions
• Design and develop solutions that leverage ServiceNow modules like ITSM, Discovery, CMDB, Knowledge, and ITOM using configuration and custom JavaScript
• Troubleshoot and resolve problems
• Orchestrate and automate tasks
• Responsible for the design and build of ServiceNow Applications and integration to other applications and platforms
• Provide strong development and project on-track and on-task and collaborate on an ongoing project
• Follow, maintain, and apply documentation best practice policies, procedures, and process throughout ServiceNow development
• Work closely with business and IT teams to gather input to support ongoing business needs for Service Now configuration, implementation, and support

• Provide direct leadership and oversight to the ServiceNow Platform Operations team, including administrators, and operational support staff.
• Set clear performance expectations, conduct regular coaching and feedback, and support the professional growth of team members.
• Lead career development planning, skill-building programs, and cross-training to strengthen team capability and resilience.
• Conduct annual performance reviews, contribute to goal setting, and partner with leadership on development planning.
• Identify capacity gaps or performance challenges and provide additional support, mentoring, or corrective action where needed.
• Foster a collaborative, inclusive, and accountable team culture aligned with university values and IT service standards.
• Be a primary operational lead for the ServiceNow platform's core functionality, ensuring execution of daily processes.
• Oversee ticket triage, classification, and resolution across the ServiceNow request, incident, and enhancement queues.
• Conduct ongoing SLA monitoring, performance reporting, and ticket aging analysis to maintain service standards.
• Act as escalation point for complex issues and coordinate with internal and external support teams to lead resolution.
• Manage the end-to-end intake process for platform work requests, from initial business engagement through assignment and execution.
• Collaborate with business units and technical teams to translate stakeholder needs into actionable backlog items.
• Ensure prioritization processes are aligned with university goals, capacity constraints, and platform strategy.
• Partner with leadership to track demand trends and surface important insights to inform resource planning.
• Lead daily SCRUMs and sprint planning meetings, facilitating Agile best practices across the platform operations team.
• Maintain visibility into work in progress, identifying blockers and ensuring understanding on deliverables and timelines.
• Coordinate with developers, administrators, and analysts to balance workloads, manage dependencies, and ensure high-quality execution.
• Support backlog grooming and internal prioritization according to team capacity and our priorities.
• Manage operational schedules for cloning, patching, and other platform maintenance cycles, including communication with impacted teams.
• Support user acceptance testing (UAT) for platform upgrades and major releases, including planning, documentation, and issue tracking.
• Ensure communication between platform users, business SMEs, and developers to ensure readiness for upcoming changes.
• Identify opportunities to reduce manual overhead through automation, standardization, and tooling improvements.
• Promote operational consistency by documenting recurring processes, workflows, and standard operating procedures.
• Partner with platform leadership to evaluate current practices, recommend enhancements, and implement best practices that improve reliability and efficiency.
• Be a operational liaison between internal partners and third-party vendors or Managed Service Providers (MSP).
• Monitor and manage vendor performance, coordinate enhancement cycles, and ensure agreement on contract expectations.
• Communicate platform updates, priorities, and issues to team members and leadership in a timely and professional manner.
• Support vendor onboarding, documentation, and knowledge transfer for external resources.
• Other responsibilities as assigned.

ServiceNow Platform Operations Manager

• Completes established tasks that may require discretion or more advanced problem-solving
• Collaborates cross-functionally with ServiceNow/CCaaS Admin teams on AI tools including Nice Copilot, ServiceNow NowAssist, and future state voice agents
• Develops and maintains documentation, training materials, and stakeholder communications to support the adoption and governance of ITSM practices
• Performs analysis and translates data into compelling narratives to assist product owners and team managers in understanding their product/team’s impact to the greater support landscape
• Applies meeting facilitation skills to lead discussions on Process activities (e.g., Process Syncs)
• Leads small-to-medium scale process improvement projects from identification to implementation, including gathering requirements, coordinating with stakeholders, and overseeing execution
• Acts as a designated Subject Matter Expert (SME) on key ITSM processes, providing guidance and support to teammates and stakeholders to foster process maturity
• Coaches and mentors junior analysts in area(s) of expertise, providing oversight on tasks and fostering skill development within the team
• Leverages available resources, including AI tools, to produce ad-hoc deliverables quickly and competently to support process governance and analysis
• Communicates effectively across different audiences and multiple mediums
• Participates in rotation with peers to deliver relevant training & documentation to Process stakeholders

Analyst II, Customer Experience Process – CCaaS, ServiceNow

• Provide expert guidance on ServiceNow capabilities, customization options, and best practices.
• Lead the design of ServiceNow solutions that meet clients' requirements and leverage the ServiceNow platform and integrations effectively.
• Support the delivery of ServiceNow solutions.
• Ensure deliveries follow ICF and ServiceNow standards and processes.
• Conduct performance analysis and optimizations to improve the efficiency and responsiveness of ServiceNow and integrated solutions.
• Design quality assurance plans and ensure technical deliverables meet quality standards and best practices.
• Work with project managers to keep projects within scope and timeline.
• Create technical documentation, including architecture diagrams, design specifications, and implementation guidelines.
• Build and maintain strong relationships with clients through effective communication, understanding their needs, and delivering high-quality solutions.

Platform & Governance Lead Architect – ServiceNow, CM

• Serve as primary technical point-of-contact for projects and face of the development team to the customer
• Define technical solutions at an architectural and design level aligned with client business problems
• Understand customer requirements, translate to solutions, and communicate to clients
• Write/estimate Stories, monitor Developer's work, and own overall quality and delivery of development
• Responsible for Sprint demos, development artifacts, documentation, and knowledge transfer
• Work collaboratively with Engagement Manager to monitor scope creep
• Mentor Developers and Technical Consultants on technical design standards and best practices
• Perform research into technology partner or vendor solutions for integration
• Contribute to continual improvement of Delivery Services processes and maturing of portfolios and capabilities

Solution Architect – ServiceNow

• Lead the estimation, design, and delivery of advanced solutions for customers incorporating deep understanding of process design
• Spearhead the creation, deployment, and enhancement of technical best practices and standards
• Oversee completeness, consistency, and high quality of technical deliverables to ensure they meet customer expectations
• Champion the evolution of Professional and Managed Services processes
• Manage and mentor junior consultants
• Collaborate closely with cross-functional teams to address complex technical challenges
• Continuously assess and enhance internal processes to optimize efficiency and effectiveness in service delivery
• Stay abreast of emerging technologies, industry trends, and ServiceNow platform updates

Senior ServiceNow Technical Consultant

• Configure, administer, and optimize the ServiceNow platform across users, workflows, integrations, and reporting.
• Lead end to end migrations from legacy systems such as Zendesk and Autotask into ServiceNow.
• Collaborate with business stakeholders to translate requirements into scalable solutions.
• Build integrations with enterprise systems including CRM, billing, and monitoring tools.
• Develop dashboards and analytics to support operational decision making.
• Establish governance standards, change management processes, and documentation.
• Troubleshoot platform issues and serve as the escalation point for ServiceNow concerns.
• Support the company wide build out of the platform in the first year.

Senior ServiceNow Administrator

• Oversee the design, implementation, and support of ServiceNow modules across the organization.
• Develop APIs to integrate ServiceNow to multiple SaaS tools.
• Collaborate with cross-functional teams, including IT Operations, Security, and DevOps.
• Lead the end-to-end implementation, configuration, customization of ServiceNow modules, and integration with other tools via APIs.
• Create and deliver presentations to the customer.
• Guide project planning, resource allocation, and prioritization for ServiceNow initiatives.
• Define best practices and governance for ServiceNow use across departments.

ServiceNow Lead

• Utilize your ServiceNow expertise and experience to architect, design, develop and deploy solutions utilizing the ServiceNow platform
• Drive a collaborative team leading, mentoring and ensuring development efforts are well documented and delivered with quality
• Own the overall outcome of your projects
• Focus on development and delivery of value added integration and consultative services in the area of Enterprise solutions
• Design, deploy and integrate various product sets
• Expectation of travel at least 25%

Senior Technical Consultant - IRM/SecOps

• Lead project teams to deploy solutions on the ServiceNow platform
• Lead complex programs of multiple resources
• Lead the architecture and design of complex solutions
• Lead the creation of written deliverables
• Lead client demos and working sessions
• Lead integration design sessions
• Lead client workshops as process and technical expert
• Escalation point for project team
• Work to influence team members, broader internal team, and external customers, likely including senior management, to agree and accept new concepts, practices, and approaches
• Obtain and maintain certifications with associated qualifications
• Maintain expert level certifications
• Identify and communicate opportunities
• Participate in pre-sales cycle as technical expert
• Provide thought leadership to Ahead and our customers
• Communicate with external customers, which may include top management, on matters that require explanation, interpretation, and / or advising
• Generate differentiated marketing thought leadership for marketing
• Craft innovative and high impact solutions for complex client programs, relying on large teams to implement
• Contribute to projects/programs that may address future concepts, products, and technologies
• Drive consensus with customer in solving complex solutions

Principal Technical Consultant – IRM/SecOps

• Engage in governance and compliance initiatives to streamline business functions
• Analyze intricate issues to develop practical solutions
• Mentor team members to uphold elevated standards
• Build and nurture client relationships through meaningful interactions
• Navigate uncertain situations to deliver quality outcomes
• Utilize risk management frameworks to enhance client processes
• Develop sustainable solutions using GRC technologies
• Maintain professional and technical standards in every engagement

ServiceNow jobs in United States

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ServiceNow AI Control Tower Consultant

ServiceNow Architect

Lead Specialty Software Engineer – ServiceNow WSD

Senior ServiceNow Developer

Mid-Level ServiceNow Developer

Senior ServiceNow Developer

Senior Business Analyst – IRM

ServiceNow Developer

Senior ServiceNow AI Governance, Lifecycle Consultant

Senior ServiceNow Developer

ServiceNow Platform Operations Manager

Analyst II, Customer Experience Process – CCaaS, ServiceNow

Platform & Governance Lead Architect – ServiceNow, CM

Solution Architect – ServiceNow

Senior ServiceNow Technical Consultant

Senior ServiceNow Administrator

ServiceNow Lead

Senior Technical Consultant - IRM/SecOps

Principal Technical Consultant – IRM/SecOps

Senior Associate – GRC/IRM ServiceNow Technology Implementation Solutions