Senior ServiceNow AI Developer for ITSM - Full-Remote - Contractor in USD

This is a fully remote contractor position for a senior ServiceNow professional with extensive hands-on experience delivering enterprise-scale ServiceNow ITSM solutions and implementing AI-powered and automated service management capabilities.

As a Senior ServiceNow Developer, you will be responsible for the end-to-end delivery of ServiceNow ITSM initiatives, covering technical solution design, development, automation, Now Assist and GenAI capabilities, integrations, testing, deployment and operational support.

We are looking for a full-time contractor who is available to work during CET working hours. Candidates must be fluent in English.

Tasks and Responsibilities

• Design, develop, configure and enhance ServiceNow ITSM solutions, including Incident, Change, Request, Problem and Knowledge Management, Service Catalog, Platform Analytics, Predictive Intelligence and Virtual Agent;
  
• Build and maintain ServiceNow workflows, Flow Designer automations, SLAs, notifications, approvals and reusable platform components in line with business requirements and ServiceNow best practices;
  
• Lead ITSM automation initiatives using Flow Designer, Integration Hub, orchestration and intelligent ticket handling to improve efficiency, user experience and service quality;
  
• Implement and optimize ServiceNow Now Assist and GenAI capabilities, including AI-driven use cases, Now Assist skills, prompt design, testing, governance and user adoption;
  
• Develop and maintain Script Includes, Business Rules, Client Scripts, UI Policies, Scripted REST APIs and Integration Hub integrations;
  
• Design and support integrations with enterprise applications using REST APIs and modern integration patterns, ensuring solutions are scalable, secure, maintainable and compliant;
  
• Participate throughout the SDLC, including requirements workshops, technical design, development, SIT/UAT, deployment, hypercare, troubleshooting and production support;
  
• Provide technical leadership through peer reviews, technical governance, solution estimation, risk assessment, documentation and mentoring of junior developers.
  

Senior ServiceNow Developer Profile:

• Bachelor's or Master's degree in Computer Science, Information Technology, Engineering or a related field;
  
• 8+ years of hands-on ServiceNow development experience;
  
• Proven experience delivering complex, enterprise-scale ServiceNow ITSM implementations;
  
• Proven production experience implementing multiple ServiceNow Now Assist capabilities and skills;
  
• Experience defining adoption and governance approaches for AI-enabled ITSM solutions;
  
• Strong experience designing and implementing ITSM automation, including Incident, Request Fulfilment, Change and Knowledge Management processes;
  
• Hands-on experience with Flow Designer, Integration Hub, intelligent routing, approvals and workflow automation;
  
• Strong understanding of ServiceNow development standards, architecture and best practices;
  
• Fluent in English, both written and spoken.
  

Nice to Have

• Experience implementing Agentic AI solutions within ServiceNow;
  
• Knowledge of AI Agents, Agentic AI frameworks and Autonomous Workforce capabilities;
  
• Experience with CSDM (Common Service Data Model);
  
• Experience with additional ServiceNow modules such as EA, SPM, CMDB, ITOM or ITAM.
  

Mandatory ServiceNow Certifications

• ServiceNow Certified System Administrator (CSA);
  
• ServiceNow Certified Application Developer (CAD);
  
• Certified Implementation Specialist – ITSM (CIS-ITSM).
  

Preferred Certifications

• Implementer – Now Assist for ITSM;
  
• ServiceNow GenAI or AI-related certifications;
  
• Agentic AI-related certifications, where available.
  
• Key Technologies & Skills
  

Key Technologies & Skills