Senior ServiceNow ITSM Engineer - AI-Driven Automation

Jones Lang LaSalle Incorporated; Región Centro; On-site; MXN 700,000 - 950,000; Full time

Job summary

Jones Lang LaSalle (JLL) is seeking a mid-to-senior ServiceNow ITSM Developer to design, build, and automate core ITSM processes onsite in Mexico. You will implement Incident, Problem, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management with hands-on scripting, configuration, and integration work.

You will drive automation using Flow Designer, Integration Hub, and AI-enabled features, while aligning with ITIL practices.

Qualifications

• 6+ years of overall IT / software development experience, including 4+ years of hands-on ServiceNow development (JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, Flow Designer, and Integration Hub).
• 3+ years of direct, hands-on configuration and development experience across core ITSM modules — Incident, Problem, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management.
• Experience building REST/SOAP integrations between ServiceNow and third-party or internal systems.
• Working knowledge of ServiceNow platform architecture — application scopes, plugins, and upgrade processes.
• Coding skill sufficient to build and extend web application front ends (e.g., Service Portal widgets and pages) as well as back-end scripting.

Responsibilities

• Configure and extend Incident Management — lifecycle, assignment and routing rules, major incident workflows, and SLA definitions.
• Configure and extend Problem Management, including the known‑error database and root‑cause workflows.
• Build and maintain Business Rules, Client Scripts, UI Policies, and Flow Designer flows that automate triage, categorization, assignment, and escalation.
• Partner with the CMDB Product Owner to use accurate CI relationships and impact data in incident and major‑incident triage.
• Configure and extend Change Enablement — normal, standard, and emergency change types, risk assessment, approval workflows, and CAB scheduling.
• Build automated risk‑scoring and approval‑routing logic that uses CMDB dependency data to assess change impact.
• Design and build Service Catalog items, record producers, and order guides; configure Request Fulfillment workflows and approval routing.
• Build and maintain Knowledge Management configuration — article workflows, feedback, and knowledge‑in‑context.
• Build tailored Service Portal pages, widgets, and user experiences for request fulfillment and knowledge self‑service.
• Develop Business Rules, Client Scripts, UI Policies, UI Actions, and Flow Designer / Integration Hub flows across ITSM modules.
• Build and maintain integrations between ITSM modules and third-party or internal systems via REST/SOAP APIs.
• Monitor system performance, troubleshoot platform issues, and identify continuous‑improvement opportunities.

Skills

Automation & Development

ITIL/ITSM

ServiceNow

REST/SOAP integrations

Scripting (JavaScript)

AI in ITSM

Critical thinking

Tools

Flow Designer

Integration Hub

Glide APIs

Job description

Jones Lang LaSalle (JLL) is seeking a mid-to-senior ServiceNow ITSM Developer to design, build, and automate core ITSM processes onsite in Mexico. You will implement Incident, Problem, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management with hands-on scripting, configuration, and integration work.

You will drive automation using Flow Designer, Integration Hub, and AI-enabled features, while aligning with ITIL practices.