Software Engineer - Level III (ServiceNow)

Arch Capital; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Arch Capital is seeking a ServiceNow Developer to design, develop, and test catalog items, custom apps, automation, and integrations on the ServiceNow platform. You will work with Business Analysts and SMEs to analyze requirements and deliver production-ready solutions, including AI-enabled features like Now Assist AI and related workflows.

The role requires strong JavaScript skills, ITIL knowledge, and experience with ITSM modules.

Qualifications

• BS in Computer Science, IT, Computer Engineering or related discipline.
• Minimum 3 years experience in ServiceNow development.
• Experience with ITSM modules (Incident, Change, Service Catalog).

Responsibilities

• Design, architecture, maintenance, and enhancement of Catalog items.
• Configure and support Now Assist AI capabilities across ServiceNow modules.
• Create and maintain architecture documentation for the platform, including AI-enabled workflows.
• Collaborate with stakeholders to gather requirements and configure new requirements on the ServiceNow platform as per ITIL practices.
• Develop technical design documents and create test plans; coordinate testing and defect tracking.
• Participate in agile delivery processes and contribute to iterative service delivery.

Skills

ServiceNow development

JavaScript

ITIL

Communication

Agile

Education

BS in Computer Science/IT/Engineering

Tools

ServiceNow Studio

Workflow/Flow Designer

UI Builder

JIRA

REST/JSON

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.

Education

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

Do you like solving complex business problems, working with talented colleagues and have an innovative mindset? Arch may be a great fit for you. If this job isn't the right fit but you're interested in working for Arch, create a job alert! Simply create an accou