ServiceNow Developer, AI & Intelligent Automation

As a key member of the Enterprise IT Team, the ServiceNow Developer, AI & Intelligent Automation designs, develops, tests, implements, and maintains solutions on the ServiceNow platform for Empyrean. This role enhances Empyrean’s IT Service Management and business processes through platform development, workflow automation, integrations, and AI-enabled capabilities.

This role independently delivers assigned development, automation, integration, and AI-enabled solutions within established technical and governance standards, and helps determine whether AI, intelligent automation, traditional workflow automation, or standard ServiceNow configuration best fits a given business need. The role requires demonstrated AI and intelligent automation experience gained outside of ServiceNow, applied within the ServiceNow platform.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Collaborates with cross-functional teams to design, configure, troubleshoot, and implement ServiceNow applications and solutions.
• Designs, builds, tests, implements, documents, and supports scalable ServiceNow solutions, including service catalog offerings, workflows, self-service capabilities, and Flow Designer automations, using established platform standards.
• Integrates ServiceNow with enterprise systems and manages the associated data exchange.
• Develops and maintains business rules, assignment and approval rules, client scripts, flows, and other platform components.
• Applies working knowledge of AI and intelligent automation concepts, including generative AI, predictive models, and automation/RPA approaches, to translate business and operational requirements into practical ServiceNow solutions.
• Contributes to decisions on whether AI, automation, or standard ServiceNow configuration best addresses a given business need.
• Configures, integrates, tests, implements, and supports approved ServiceNow AI and intelligent automation capabilities, applying required data quality, security, privacy, access control, human oversight, testing, and monitoring standards.
• Identifies automation and AI-enabled improvement opportunities and provides technical input on feasibility, dependencies, risks, and implementation needs, drawing on broader AI and automation knowledge beyond ServiceNow-specific tools.
• Contributes to proofs of concept and pilots for new AI and automation capabilities.
• Provides technical input to project planning, estimation, and delivery; organizes work through initiatives, epics, stories, and tasks; and communicates progress, dependencies, and risks.
• Participates in code reviews, knowledge sharing, and continual improvement of ServiceNow development practices; escalates complex architectural decisions or risks to Senior Developers as needed.
• Participates in ServiceNow upgrades, including impact analysis, testing, and validation, and reviews release dependencies affecting assigned applications and automations.
• Organizes and manages assigned development and support responsibilities independently, escalating competing priorities or delivery risks when appropriate.
• Monitors, troubleshoots, and improves implemented ServiceNow and AI-enabled capabilities after launch.
• Participate in an on-call rotation and provide after-hours support as required, including responding to production incidents, service disruptions, and other time-sensitive operational issues.
• Performs other job-related duties as assigned.

REQUIRED SKILLS AND ABILITIES

• Analytical, problem-solving mindset within the ServiceNow ecosystem.
• Proficiency in ServiceNow development and JavaScript, with the ability to design and implement solutions across applications, modules, workflows, integrations, and data sources.
• Working knowledge of AI and intelligent automation concepts and technologies, such as generative AI, predictive and machine learning models, and automation/RPA, gained independent of any single platform and sufficient to evaluate practical benefits, limitations, use cases, and risks.
• Ability to apply AI and intelligent automation judgment within the ServiceNow ecosystem, including data quality, security, privacy, access control, human oversight, testing, and monitoring considerations.
• Ability to translate business and operational requirements into technical designs and implementation tasks.
• Ability to identify technical risks, recommend solutions, and escalate complex decisions or exceptions when appropriate.
• Strong collaboration and communication skills, with the ability to explain technical and AI-related concepts to technical and nontechnical stakeholders.
• Proactive approach to problem identification, issue resolution, and prevention; gives and receives constructive feedback effectively.
• Ability to manage multiple tasks, deadlines, and workloads independently within established technical and organizational standards.
• Ability to contribute to the scope and design of initiatives, epics, stories, and tasks, and to perform root cause analysis on support tickets and incidents.
• Demonstrates technical ownership of assigned work and contributes to design decisions and discussions within established standards.

KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS

• Bachelor’s degree preferred but not required. Equivalent experience in computer science, engineering, information technology, or a related field will be considered, as will any equivalent combination of education, experience, certifications, and training.
• Three to five years of ServiceNow development experience, or an equivalent combination of ServiceNow and closely related enterprise platform-development experience.
• Proficiency in JavaScript and ServiceNow scripting, configuration, application development, workflow automation, and integrations.
• Working knowledge of ITSM, Service Catalog, Flow Designer, integrations, and ServiceNow platform support. Experience with additional ServiceNow modules is preferred.
• Demonstrated experience independently delivering ServiceNow development work and partnering with technical and business stakeholders on automation or AI-enabled use cases.
• Demonstrated, hands-on experience with AI, machine learning, generative AI, or intelligent automation/RPA technologies gained in any enterprise setting, not limited to ServiceNow. This experience is required in addition to, and independent of, ServiceNow platform experience.
• Hands-on experience delivering at least one AI or intelligent automation capability on the ServiceNow platform is also required, such as Now Assist, Virtual Agent, AI Search, AI agents, predictive intelligence, generative AI integrations, or AI-enabled workflows. Qualifying experience includes configuration, integration, testing, implementation, or contribution to a pilot, proof of concept, or production solution; experience with every capability is not required.
• ServiceNow Certified Application Developer preferred, though equivalent ServiceNow development experience may qualify. ServiceNow Certified System Administrator and additional platform, automation, or AI-related certifications are valued.
• Experience with benefit program administration or Health and Welfare processes is a plus.

Disclaimer: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Management reserves the right to modify or reassign job duties as business needs evolve.

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