Sr.ServiceNow Engineer

Title: Sr.ServiceNow Engineer

Duration: Long Term

Location: Remote

Rate: W2

Team:  Technology Service & Experience (TSXP)

Self-Service & Employee Experience

• Enhance ServiceNow Employee Center and self-service experiences.
• Improve knowledge-driven support and digital-first help capabilities.
• Develop solutions that reduce the need for manual support interactions.
• Improve onboarding, request submission, and support navigation experiences.

Virtual Agent & AI Enablement

• Design, develop, and enhance ServiceNow Virtual Agent capabilities.
• Support implementation of Now Assist and Generative AI functionality.
• Transition and modernize conversational experiences using LLM-based technologies.
• Improve self-service search, knowledge discovery, and conversational support experiences.

Forms, Workflows & Automation

• Design and build ServiceNow forms, catalog items, record producers, and workflows.
• Streamline request intake and fulfillment processes.
• Automate manual support activities and improve operational efficiency.
• Improve data quality and routing through process modernization.

Agent Experience & Workspace Modernization

• Enhance Service Operations Workspace and agent-facing experiences.
• Improve support workflows, routing, and productivity tools.
• Implement skills-based routing and Advanced Work Assignment capabilities.
• Support initiatives that shift agents from transaction processing to technology consulting.

Required skills:

• 12 years experince 
• 5-8 years of software engineering, platform engineering, or application development experience.
• Experience delivering solutions through Agile methodologies.
• Strong analytical and problem-solving skills.
• Analyze user journeys and customer experiences to design intuitive, efficient, and user-centric ServiceNow solutions.
• Ability to design scalable, maintainable, and secure solutions.
• Experience troubleshooting application issues and analyzing system behavior.
• Ability to work independently while collaborating effectively across technical and business teams.
• Strong communication and documentation skills.
• Sound knowledge of Software Development Life Cycle (SDLC) 
• Knowledge of industry standard Software Development Life Cycle (SDLC) practices 
• Knowledge of systems design concepts that provide security and stability   
• Ability to debug code and/or complex log files for troubleshooting and analysis of product defects  
• Sound understanding of application engineering concepts