Senior ServiceNow ITSM Developer Consultant
Organizational Context
The United Nations Joint Staff Pension Fund (UNJSPF) Office of Investment Management (OIM) manages a global investment portfolio exceeding $100 billion. OIM's diverse staff are based in New York. This consultant role is within the Information Systems Section, reporting to the Platforms Team Lead.
Job Purpose
This consultant role provides hands-on ServiceNow technical development and implementation services to OIM. The primary purpose is to configure, develop, integrate, test, deploy, document, and remediate ServiceNow ITSM solutions and AI capabilities. The consultant will contribute to improving self-service, operational efficiency, and service delivery through advanced ServiceNow features and AI integrations, ensuring solutions meet OIM's requirements and acceptance criteria.
Responsibilities
Design, configure, develop, and enhance ServiceNow ITSM applications including Incident, Request, Change, and Major Incident Management, and Service Catalog. Develop and maintain workflows, automations, business rules, client scripts, UI policies, forms, and integrations. Participate in solution design, testing, and deployment, adhering to best practices. Prepare technical documentation. Configure and develop ServiceNow Virtual Agent, AI Agents, and conversational workflows. Implement and enhance AI Search and Knowledge Assist. Develop automated workflows using Generative AI, Predictive Intelligence, and other ServiceNow AI capabilities. Test, monitor, and refine AI solutions for accuracy and usability.
Work Experience
A minimum of seven years of progressive experience in IT systems planning, design, development, implementation, and maintenance is required. Specifically, five years of hands-on experience with ServiceNow ITSM solutions (Incident, Request, Change, Knowledge, Service Catalog, Virtual Agent) is essential. Experience with ServiceNow platform development, integrations (REST APIs, Integration Hub), and AI/automation capabilities is also required.
Skills
ServiceNow ITSM development, workflow automation, Flow Designer, Business Rules, Client Scripts, UI Policies, Service Catalog development, REST APIs, Integration Hub, MID Servers, Virtual Agent, AI Search, Knowledge Assist, AI Agents, Predictive Intelligence, Generative AI, ITIL best practices.