Job Title: Senior ServiceNow Developer/ Architect

Employment Type: Full-time

Work Mode: Hybrid

Preferred Locations: USA only (Pennsylvania, New Jersey, New York, Maryland & Virginia)

Required Experience: 10+ years in ServiceNow development with focus on CSM and AI

Start Date: Immediate

Role Description:

We are looking for a highly skilled Senior ServiceNow Developer with strong experience of 10+ years in Customer Service Management (CSM) and hands-on expertise in implementing and configuring the ServiceNow platform.

The ideal candidate will have a strong knowledge of integrations using REST APIs, ServiceNow API connectors, Service Graph connectors, and advanced AI concepts, including experience with Now Assist AI products. This role requires proficiency in developing solutions for Service Portals, Employee Service Portals, and Customer Communities Portals.

Key Responsibilities:

• ServiceNow Platform Configuration: Configure and administer the ServiceNow platform to ensure optimal performance and seamless functionality across all Customer Service Management (CSM) modules.
• CSM Development: Design and implement robust solutions for the Customer Communities Portal, Employee Service Portal, and Customer Service Portal.
• Integrations: Develop robust integrations using REST APIs, ServiceNow API connectors, and Service Graph connectors to connect external systems with the ServiceNow platform.
• AI Implementation: Leverage Now Assist AI products to enhance user experiences through Predictive Intelligence, Advanced Machine Learning and Natural Language Processing (NLP) capabilities.
• Custom Development: Build custom catalog forms and widgets, Business Rules, Client Scripts, UI Policies, ACLs, and other components to meet business requirements.
• Troubleshooting & Support: Provide advanced troubleshooting for platform issues, ensuring smooth operation of CSM processes.
• Process Optimization: Collaborate with cross-functional teams to streamline and improve workflows to align technical solutions with business needs.
• Documentation: Maintain comprehensive, up-to-date documentation for configurations, integrations, and customizations.

Required Qualifications:

• Experience: 10+ years, hands-on experience in ServiceNow development and administration with a focus on CSM and AI capabilities.
• CSM Expertise: Proven track record of working with Customer Communities Portal, Employee Service Portal, Customer Service Portal, and Agent Workspaces.
• Integration Skills: Extensive experience with REST APIs, ServiceNow API connectors, and Service Graph connectors.
• AI Knowledge: Strong understanding of AI concepts and practical experience using Now Assist AI products (e.g., Now Assist, AI chatbots or Predictive Intelligence).
• Technical Proficiency:
• JavaScript, Jelly Script, HTML, CSS, AngularJS for widget development.
• Advanced scripting for Business Rules, Client Scripts, UI Actions, and ACLs.
• Script Includes, Preprocessors, GlideAjax.
• Soft Skills: Strong problem-solving abilities and excellent communication skills.
• Education: Bachelor's degree in Science or in STEM discipline.

Preferred Qualifications:

• Certifications:

• ServiceNow CSM Implementation Specialist (preferred),

• ServiceNow Certified System Administrator (preferred),

• ServiceNow Certified Application Developer (preferred),

• Familiarity with ITIL v3 or v4 frameworks.

• Experience with Agile development methodologies.

• Exposure to other ServiceNow modules such as CPQ, CRM, SPM, or ServiceBridge.

At cloudrho, this role offers an exciting opportunity to work at the intersection of customer service technology and AI innovation. As a Senior ServiceNow Developer, you will help define and build scalable, high-impact solutions that power intelligent customer interactions and streamline service delivery.

Excited about this opportunity? Submit your application and let’s connect.

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