Service Now Lead / Architect

Job Description:

Service Now Lead / Architect
Schaumburg, IL – Hybrid Onsite

Long Term Contract

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We are seeking a highly specialized, hands-on Senior ServiceNow Developer to lead the technical migration and modernization of our IT Service Management (ITSM) and IT Operations Management (ITOM) experiences. The core focus of this role is to sunset our legacy Classic UI/Native View configurations and successfully transition our global engineering and support teams into Service Operations Workspace (SOW).

The ideal candidate has a deep, proven track record of porting complex legacy customizations (Client Scripts, UI Actions, and custom layouts) into the modern Configurable Workspace architecture. Additionally, you will own the end-to-end implementation and tuning of advanced Agent Assist capabilities, leveraging machine learning and contextual search to drive down Mean Time to Resolution (MTTR).

Key Responsibilities

• Workspace Migration & Architecture: Lead the technical strategy to refactor, migrate, and optimize legacy Classic UI forms, lists, and business logic into the Next Experience Service Operations Workspace (SOW).
• UI/UX Customization: Leverage UI Builder (UIB), App Engine Studio, and Workspace Components to create intuitive, single-pane-of-glass experiences for tier 1-3 agents.
• Agent Assist & AI Implementation: Configure, tune, and expand Agent Assist capabilities. Set up contextual search, recommendation engines, and predictive intelligence models to surface relevant Knowledge Articles, Catalog Items, and Similar Incidents/Problems in real time.
• Legacy Code Refactoring: Audit existing legacy Client Scripts, UI Policies, and UI Actions to determine compatibility with the Workspace API, refactoring them into modern Workspace-friendly alternatives where necessary.
• Integration & Event Alignment: Ensure that backend ITOM event management, alerting, and monitoring tools seamlessly feed into the Operations Workspace alert dashboard for cohesive incident triage.
• Best Practices & Governance: Maintain strict platform health by following ServiceNow out-of-the-box (OOTB) architecture patterns, minimizing technical debt during the transformation.

Required Technical Experience

• ServiceNow Expertise: Minimum of 4–5 years of intensive experience developing on the ServiceNow platform, specifically across the Washington DC, Xanadu, or newer releases.
• Workspace Customization: Documented experience building, configuring, and troubleshooting Configurable Workspaces (specifically Service Operations Workspace or CSM Workspace).
• UI Builder Mastery: Deep technical comfort using UI Builder (UIB) to manage pages, data resources, client state variables, and events
• Contextual Intelligence: Practical experience setting up Agent Assist, including search context configuration, card layouts, and machine learning/predictive intelligence definitions.
• Legacy-to-Modern Transition: Proven experience dealing with the friction points of moving from the Classic view to SOW (e.g., handling non-workspace-compatible client scripts or migrating old workspace views).
• Web Technologies: Strong proficiency in JavaScript, Glide API, JSON, HTML/CSS, and UX Frameworks.

Preferred Qualifications

• ServiceNow Certified Application Developer (CAD) or Certified Implementation Specialist (CIS) in ITSM / ITOM.
• Prior experience working in an enterprise environment handling high-volume incident/alert management.
• Familiarity with ServiceNow AIOps and automated ticketing flows.