Senior ServiceNow AI Developer for ITSM - Contractor in USD

For an international organization, we are urgently looking for an experienced Senior ServiceNow Developer specializing in ITSM, Now Assist, AI and automation.

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

ServiceNow ServiceNow ITSM Now Assist GenAI AI-Assisted ITSM Agentic AI Flow Designer Integration Hub ServiceNow Automation Predictive Intelligence Virtual Agent Service Catalog Script Includes Business Rules Client Scripts UI Policies REST APIs CSDM CMDB ITOM ITAM EA SPM SIT UAT