Manager Notes | Specifically need someone with experience integrating ServiceNow with Agents and Agentic flows. Whether it’s Now Assist, Command Line, or MCP Server/API’s. We would like to understand the options with cost, performance, and maintainability in mind. |
Responsibilities | Platform Development & Administration: - Design, develop, configure, and enhance ServiceNow workflows, forms, business rules, UI policies, client scripts, catalog items, and platform customizations
- Lead development and administration across ITSM, CMDB, Change, Incident, Problem, Request Management, and Service Catalog modules
- Perform unit testing and support SIT/UAT cycles, defect resolution, release validation, and post-deployment stabilization
- Support platform administration including ACL management, update sets, instance upgrades, user/group administration, and environment management
Integrations & Agentic Flows: - Develop and support integrations between ServiceNow and enterprise applications, monitoring platforms, middleware, cloud platforms, APIs, and third-party tools
- Lead agentic integration design — connecting ServiceNow to AI Agent frameworks via Now Assist, CLI tooling, MCP Servers, and APIs
- Evaluate and recommend integration approaches with clear tradeoff analysis across cost, performance, and maintainability
- Support AIOps and event management initiatives through observability integrations for automated incident correlation and remediation
AI & Intelligent Automation: - Support AI-driven workflow automation initiatives including Predictive Intelligence, Virtual Agent, and workflow recommendations
- Implement and test agentic workflow patterns that allow AI agents to read from, write to, and trigger actions within ServiceNow
- Assist in establishing governance and guardrails for AI-generated actions within ServiceNow workflows
Delivery & Collaboration: - Participate in Agile/hybrid delivery — sprint planning, backlog refinement, estimation, release coordination, and deployment activities
- Conduct code reviews and implement technical improvements for performance, maintainability, and scalability
- Develop and maintain technical documentation including SOPs, configuration guides, integration specs, and operational runbooks
- Mentor junior developers and support knowledge transfer across the team
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