ServiceNow ITSM Developer

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

JLL empowers you to shape a brighter way. Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people and empowering them to thrive, grow meaningful careers and to find a place where they belong. Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.

ServiceNow ITSM Developer

Purpose of the Role JLL's Enterprise Service Management (ESM) team is hiring a mid-to-senior ServiceNow ITSM Developer, based onsite in Mexico, to design, build, and continuously improve the core IT service management process modules on JLL's ServiceNow platform — Incident Management, Problem Management, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management — for stakeholders across the enterprise. This role is accountable for hands‑on configuration, scripting, and workflow automation that keeps these core ITSM processes reliable, efficient, and aligned to ITIL practice as JLL's service volume and complexity grow. This developer is expected to help transform ESM's core service‑management practice into a more automated, self‑service‑first capability — reducing manual triage and routing effort, applying AI and agentic AI to routine incident and request handling where genuinely fit for purpose, and building workflows and self‑service experiences that let employees resolve more issues on their own.

• (1) strong automation and development skill, including coding ability for web applications, to configure and extend ServiceNow's core ITSM modules;
• (2) ITSM/ITIL expertise at large‑enterprise scale, paired with a proven track record of using AI and agentic AI to modernize IT Service Management;
• (3) critical thinking — the ability to apply ITSM/ITIL best practices and standards appropriately to JLL's business rather than adopting them by rote.

Key Responsibilities

Incident & Problem Management Development

• Configure and extend Incident Management — lifecycle, assignment and routing rules, major incident workflows, and SLA definitions — to match JLL's ITIL 4 practice.
• Configure and extend Problem Management, including the known‑error database and root‑cause workflows, to support proactive problem identification.
• 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.

Change Enablement & Release Workflow Development

• Configure and extend Change Enablement — normal, standard, and emergency change types, risk assessment, approval workflows, and CAB scheduling — aligned to ITIL 4 practice and JLL's change‑freeze and blackout policies.
• Build automated risk‑scoring and approval‑routing logic that uses CMDB dependency data to assess change impact.
• Partner with the Change Enablement Process Owner to translate policy and governance requirements into platform configuration.

Request Fulfillment, Service Catalog & Knowledge Development

• 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 — to support self‑service and agent efficiency.
• Build tailored Service Portal pages, widgets, and user experiences for request fulfillment and knowledge self‑service.

Automation, Scripting & Integration Development

• Develop Business Rules, Client Scripts, UI Policies, UI Actions, and Flow Designer / Integration Hub flows across the core ITSM modules to reduce manual processing.
• Build and maintain integrations between core ITSM modules and third‑party or internal systems (e.g., monitoring, HR, telephony/chat) via REST/SOAP APIs.
• Manage update sets and code promotion from development through test and production, following ESM's release and change‑management process.

AI & Agentic Automation in Core ITSM

• Implement ServiceNow's native AI agent and Now Assist capabilities for ITSM (for example, automated incident triage and summarization, resolution recommendations, and conversational self‑service for routine requests), applying guardrails and human‑in‑the‑loop review appropriate to the risk of each use case.
• Partner with the ITSM Engineering Manager on where agentic action is appropriate for incident and request handling and where it requires human review.

Standards, Governance & Continuous Improvement

• Apply ITIL 4 service‑management practice pragmatically to JLL's specific scale, tooling, and risk profile rather than by rote.
• Follow ESM's engineering standards (SDLC, source control, testing, documentation) and contribute to code review and knowledge‑sharing across the ITSM development team.
• Monitor system performance, troubleshoot platform issues affecting core ITSM modules, and identify continuous‑improvement opportunities in automation coverage and self‑service deflection.

Required Experience & Certifications

Automation & Development Skills

• 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 — sufficient to develop and maintain ITSM customizations safely across releases.
• Coding skill sufficient to build and extend web application front ends (e.g., Service Portal widgets and pages) as well as back‑end scripting — configuration‑only experience is not sufficient for this role.

ITSM/ITIL Expertise & AI-Driven Modernization Track Record

• 5+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practice across Incident, Problem, Change Enablement, Request Fulfillment, and Knowledge Management.
• A demonstrable, hands‑on record of applying AI or agentic AI to modernize an ITSM practice — not just a pilot or proof of concept.

Critical Thinking & Standards Application

• Demonstrated judgment applying ITSM/ITIL best practices and governance standards to JLL's actual environment and risk profile, rather than implementing vendor guidance by rote.
• Strong stakeholder communication skills; comfortable translating technical ITSM concepts for business and IT audiences and documenting business‑process requirements.
• Experience operating in a large, multi‑vendor, Fortune 200‑scale environment; experience delivering as part of a nearshore or distributed team is a plus.

Certifications

• ServiceNow Certified System Administrator (CSA) — strongly preferred.
• ServiceNow Certified Application Developer (CAD) — strongly preferred.
• ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) — strongly preferred.
• ITIL 4 Foundation — preferred.
• ServiceNow Certified Technical Architect (CTA) or other advanced certification — preferred.

Location

Location: On-site –Jalisco,MEX

Equal Opportunity Employer

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process – you may email us at [e-mail]. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL. Jones Lang LaSalle ("JLL") está comprometida a trabajar con personas con discapacidades y proporcionarles accesibilidad. Si necesita un ajuste razonable para cualquier parte del proceso de empleo – incluyendo la candidatura en línea y/o el proceso general de selección – puede enviarnos un correo electrónico a [e-mail]. Este correo electrónico es solo para solicitar un ajuste razonable. Por favor, dirija cualquier otra consulta general de reclutamiento a nuestra página Contáctanos > Quiero trabajar para JLL.