Position Overview
Seeking a ServiceNow Engineer to support digital-first technology support initiatives focused on self-service, employee experience, virtual agents, AI-enabled support, workflow automation, and agent productivity. This role will help modernize support experiences and improve how users engage with technology services.
Employee Experience & Self-Service
- Enhance Employee Center experiences
- Improve knowledge management and self-service adoption
- Streamline support request experiences
- Reduce manual support interactions through automation
Virtual Agent & AI
- Develop and enhance Virtual Agent capabilities
- Support emerging Now Assist initiatives
- Improve conversational support experiences
- Enhance search and knowledge discovery
Workflows & Automation
- Build forms, record producers, workflows, and catalog items
- Improve routing and fulfillment processes
- Automate operational tasks
- Modernize support workflows
Agent Experience
- Enhance Service Operations Workspace
- Implement Advanced Work Assignment (AWA)
- Improve skills-based routing and chat experiences
- Increase support team productivity
Required Skills
- 3+ years of software/platform/application engineering experience
- ServiceNow ITSM
- Virtual Agent
- Employee Center / Service Portal
- JavaScript
- ServiceNow Scripting
- Flow Designer
- Service Catalog
- Knowledge Management
- Problem solving and troubleshooting skills
- Agile experience
Highly Desired
- Service Operations Workspace
- Advanced Work Assignment (AWA)
- Agent Chat
- Skills-Based Routing
- Platform Analytics / Performance Analytics
- IntegrationHub
- User journey or customer experience design
Nice to Have
- Now Assist
- Generative AI within ServiceNow
- NLU to LLM migration experience
- AI-powered support solutions
- Contact center or service operations experience
Rate:
Not specified
Location:
Remote
IR35 Status:
Outside
Remote Status:
Remote
Industry:
IT
Seniority Level:
Mid-Level