Company OverviewMilestone Technologies is a global IT managed services firm that partners with organizations to scale their technology, infrastructure and services to drive specific business outcomes such as digital transformation, innovation, and operational agility. Milestone is focused on building an employee-first, performance-based culture and for over 25 years, we have a demonstrated history of supporting category-defining enterprise clients that are growing ahead of the market. The company specializes in providing solutions across Application Services and Consulting, Digital Product Engineering, Digital Workplace Services, Private Cloud Services, AI/Automation, and ServiceNow. Milestone culture is built to provide a collaborative, inclusive environment that supports employees and empowers them to reach their full potential.
Our seasoned professionals deliver services based on Milestone's best practices and service delivery framework. By leveraging our vast knowledge base to execute initiatives, we deliver both short-term and long-term value to our clients and apply continuous service improvement to deliver transformational benefits to IT. With Intelligent Automation, Milestone helps businesses further accelerate their IT transformation. The result is a sharper focus on business objectives and a dramatic improvement in employee productivity. Through our key technology partnerships and our people-first approach, Milestone continues to deliver industry-leading innovation to our clients. With more than 3,000 employees serving over 200 companies worldwide, we are following our mission of revolutionizing the way IT is deployed.
Job OverviewRole OverviewWe are looking for a high-impact ServiceNow Developer to lead the technical evolution of our Customer Satisfaction (CSAT) and Agentic AI ecosystem. This role is split into two critical missions:
- Modernizing how we capture feedback and measure service quality for the BT Service Desk.
- Leveraging Now Assist (GenAI) and A2A/MCP protocols to build autonomous workflows that drive Business Technology (BT) deflection and reduce MTTR.
Key ResponsibilitiesPart 1: CSAT, QA, and Performance Analytics
- Survey Architecture: Redesign and develop advanced CSAT survey workflows to ensure high engagement and reliable data collection.
- Performance Analytics (PA): Build and maintain sophisticated, real-time dashboards and KPIs that provide deep visibility into CSAT trends and service gaps.
- Quality Assurance (QA) & Agent Dashboards: Build specialized dashboards for Agent Interactions and QA auditing, aggregating performance data to facilitate management coaching.
- API Development & Integration: Design and develop Scripted REST APIs to ingest external interaction data or export CSAT metrics to third-party BI tools.
Part 2: Now Assist & Agentic BT Deflection
- Now Assist Implementation: Configure and tune Now Assist skills (Summarization, Resolution Generation, and Data Visualization) to boost agent productivity and end-user self-service.
- Agent-to-Agent (A2A) Orchestration: Develop and manage A2A workflows where the ServiceNow AI Agent collaborates with external or third-party AI agents to complete complex tasks.
- MCP (Model Context Protocol) Integration: Build and maintain MCP Servers and clients within ServiceNow to allow our AI agents to securely access external data sources as context for better resolution.
- BT Deflection Strategy: Analyze Workmate bot data and Now Assist telemetry to identify high-volume requests and build automated topics that resolve issues without human intervention.
Required Skills & Qualifications- Expert ServiceNow Development: Mastery of JavaScript (Glide API), Flow Designer, Business Rules, Client Scripts, and Scripted REST APIs.
- Platform Analytics Mastery: Deep experience with the Platform Analytics Workspace, including Indicators, Breakdowns, Data Collection jobs, and advanced dashboarding.
- AI & Conversational Tools: Hands-on experience with Now Assist, Virtual Agent Designer, and NLU/LLM tuning to drive deflection.
- Interoperability & Agentic AI: Understanding of A2A communication patterns and the Model Context Protocol (MCP) for connecting AI models to external tools and data.
- ITIL Proficiency: A strong understanding of ITIL processes (Incident, Request, Problem) to ensure AI workflows and analytics align with BT service standards.
Required Certifications- ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
- ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM).
- ServiceNow Certified Implementation Specialist - Platform Analytics (CIS-PA).
- Micro-certifications in Now Assist, Virtual Agent, and AI Agent Studio.
CompensationEstimated Pay Range:
Exact compensation and offers of employment are dependent on circumstances of each case and will be determined based on job-related knowledge, skills, experience, licenses or certifications, and location.
Our Commitment to Diversity & InclusionAt Milestone we strive to create a workplace that reflects the communities we serve and work with, where we all feel empowered to bring our full, authentic selves to work. We know creating a diverse and inclusive culture that champions equity and belonging is not only the right thing to do for our employees but is also critical to our continued success.
Milestone Technologies provides equal employment opportunity for all applicants and employees. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of race, color, religion, gender, gender identity, marital status, age, disability, veteran status, sexual orientation, national origin, or any other category protected by applicable federal and state law, or local ordinance. Milestone also makes reasonable accommodations for disabled applicants and employees.
We welcome the unique background, culture, experiences, knowledge, innovation, self-expression and perspectives you can bring to our global community. Our recruitment team is looking forward to meeting you.
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