Software Engineer - Level III (ServiceNow)

Arch Global Services Philippines; Manila; On-site; PHP 700,000 - 1,200,000; Full time

Job summary

Arch Global Services Philippines is seeking an experienced ServiceNow Developer to design, implement, and enhance ITSM solutions within our collaborative team in Manila. You will work on Now Assist AI capabilities, automation, and integration across modules to deliver reliable service experiences.

You will translate complex requirements into technical designs, create architecture documentation, and contribute to testing, upgrades, and agile delivery.

Qualifications

• Minimum 5–8 years of relevant work experience.
• At least 3 years of ServiceNow development experience.
• Proficient in JavaScript-based design for ITSM modules.
• Experience with server-side and client-side scripting on ServiceNow.
• Familiarity with Now Assist AI capabilities is a plus.
• Strong ability to translate requirements into technical designs.
• Knowledge of ITIL processes and CMDB/Discovery is a plus.
• Experience with API, IntegrationHub, and web services.
• Willingness to work night shifts.

Responsibilities

• Design, architecture, maintenance, and enhancement of Catalog items.
• Configure, customize, and support Now Assist AI capabilities across ServiceNow modules.
• Create and maintain the current state of the ServiceNow platform architecture documentation.
• Communicate with stakeholders to gather requirements and configure solutions.
• Develop technical design documents.
• Create well-structured test plans and coordinate testing activities.
• Translate technical complexities for non-technical stakeholders.
• Support ServiceNow upgrades planning and execution.
• Develop modules using JavaScript across the ServiceNow platform.
• Participate in agile delivery processes.

Skills

ServiceNow development

JavaScript development

ITSM knowledge

Client/server scripting

UI Builder / UI Actions

Flow Designer

REST / JSON integration

CMDB / Discovery

Night shift willingness

Communication skills

JIRA experience

Education

BS in Computer Science / IT / Computer Engineering / Information Management

Tools

ServiceNow Studio

Flow Designer

UI Builder

Service Portal

Reports & Notifications

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.

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.