Software Engineer - Level III

Arch Insurance Group Inc.; Manila; On-site; PHP 1,339,000 - 2,009,000; Full time

Job summary

Arch Global Services (Philippines) Inc. is seeking a seasoned ServiceNow Developer to design, develop, and test catalog items, custom apps, and AI-enabled workflows. You will collaborate with Analysts and SMEs to gather requirements and support ITIL-aligned implementations.

The role requires 3+ years in ServiceNow development, strong JavaScript skills, and familiarity with integration technologies. Night shifts are expected. CMDB/CSM knowledge and AI capabilities are a plus.

Qualifications

• 5–8 years of professional work experience.
• At least 3 years of ServiceNow development experience.
• Proficient in JavaScript-based design, development and implementation for ITSM modules (Incident, Change, Service Catalog, Knowledge, Problem, CMDB, Service Portal).
• Experience with Now Assist AI or ServiceNow generative AI capabilities is a strong plus.
• Experience with server-side and client-side scripting on the ServiceNow platform (Business Rules, Client Script, Script Include, UI Policy, UI Actions, UI Pages).
• Familiarity with API/integration technologies and Enterprise integration concepts.

Responsibilities

• Design, architecture, maintenance, and enhancement of Catalog items.
• Configure, customize, and support Now Assist AI capabilities across ServiceNow modules.
• Create and maintain ServiceNow platform architecture documentation including AI-enabled workflows.
• Gather requirements from stakeholders and configure solutions per ITIL best practices.
• Develop technical design documents and test plans; coordinate testing and defect tracking.
• Translate technical concepts for non-technical stakeholders and explain design impacts.
• Support ServiceNow upgrades planning and execution.
• Manage development efforts for ServiceNow modules using JavaScript across major releases.
• Participate in agile work intake and iterative delivery processes.

Skills

ServiceNow development

JavaScript

ITIL

Communication

Night shift

CSM/CMDB knowledge

APIs/integration

Now Assist AI

Team collaboration

Education

BS in Computer Science or related

Tools

ServiceNow

Workflow Designer

ServiceNow Studio

UI Builder

REST/JSON/XML

GlideRecord/GlideAjax

Job description

Job Description:

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility.

The ServiceNow Developer is responsible for the design, development, and unit testing of ServiceNow catalog Items, custom applications, automation, and integration solutions. The candidate will engage with Business Analysts and SMEs to perform detailed requirement analysis. The candidate will provide production implementation and post-production support for ServiceNow modules and features such as Catalog Items, scoped applications/custom applications, Now Assist AI, Otto, Intelligent Workflow Automation, and other aspects of ServiceNow.

Tasks/Responsibilities

• Design, architecture, maintenance, and enhancement of Catalog items.

• Configure, customize, and support Now Assist AI capabilities (e.g., generative AI search, predictive intelligence, virtual agent, case/incident summarization, and text-to-workflow features) across relevant ServiceNow modules.

• Create and maintain the current state of the ServiceNow platform architecture documentation, including AI-enabled agentic workflows.

• Communicate and collaborate with non-technical stakeholders to gather requirements, analyze the impact of new requirements, and configure the new requirements on the ServiceNow platform as per ITIL best practices.

• Develop technical design documents.

• Create well-structured test plans and coordinate testing activities, identify, document, and track software defects. Perform and facilitate regression testing of resolved defects.

• Translate technical complexities to non-complex and simple terms for project stakeholders and make sure they understand the effects of the design decisions on the areas of ServiceNow Platform.

• Support ServiceNow upgrades planning and execution.

• Manage and actively contribute to development efforts pertaining to modules of the ServiceNow platform using JavaScript, including support for newly developed modules or major releases.

• Participate in the configuration and customizations, as needed, based on customer needs.

• Participate in and contribute to an agile-based work intake and output delivery process that will support service provision and delivery in an iterative manner.

Skills Required/Experience

• 5 – 8 years professional work experience

• At least 3 years experience in ServiceNow development.

• Proficient in JavaScript-based design, development, and implementation of ServiceNow solutions for IT Service Management (ITSM), including Incident, Change, Service Request / Service Catalog, Knowledge, Problem, CMDB, and Service Portal.

• Experience or familiarity with Now Assist AI or other ServiceNow generative AI capabilities is a strong plus.

• Experience with server-side and client-side scripting on the ServiceNow platform, including Business Rules, Client Script, Script Include, UI Policy, UI Actions, and UI Pages.

• Experience with ServiceNow technologies such as Workflow/Flow Designer, Workspace, ServiceNow Studio, UI Builder, Reports, Email Notifications, Email Inbound Actions, SLAs, ACLs, GlideRecord, GlideAjax, and GlideSystem.

• Fundamental understanding of key technologies relevant to ServiceNow integration solutions, including HTML, CSS, JSON, XML, SSO, SAML, SSL, Web Services, REST, JSON, SOAP, LDAP, JDBC, and ODBC.

• Experience in working on automations and enterprise integrations in ServiceNow with API, IntegrationHub/Orchestration/Workflow Data Fabric, and other similar technologies.

• Ability to work with stakeholders with different backgrounds and levels of technical knowledge and come up with technical requirements and design.

• Outstanding verbal and written communication skills to technical and non-technical audiences of various levels in the organization.

• Must be willing to work night shift.

• Knowledge of ITIL methodologies and processes is a plus.

• Experience in Customer Service Management (CSM) is a plus.

• Experience in Configuration Management Database (CMDB)/Discovery/Service Mapping is a plus.

• Familiarity with A2A-based and MCP-based AI integration is a plus.

• ServiceNow Administrator (CSA)/Implementation Specialist (CIS)/Developer Certification/ITIL Foundation certification is a plus.

• Knowledge in Agile Development and JIRA is a plus.

• Micro-certification in AI / GenAI capabilities is a plus.

Technical Skills

JavaScript

HMTL/CSS

REST

ServiceNow Flow Designer

ServiceNow Service Catalog

Now Assist AI

JSON

Education

• BS in Computer Science, Information Technology, Computer Engineering, Information Management, or related discipline.

10400 Arch Global Services (Philippines) Inc.