Senior ServiceNow AI & ITSM Specialist

iTech AG; United States; Remote; USD 110,000 - 170,000; Full time

Job summary

iTech AG seeks an experienced Senior Developer / Technical Consultant to support a federal ServiceNow engagement. You’ll implement platform builds, configure AI features, and contribute to CMDB and ITSM workstreams with strong documentation practices.

Under the Lead Developer, you’ll perform testing, environment promotions, and QA, while refining processes within a structured delivery framework. A mid-level practitioner aiming to deepen ITOM/AI expertise will thrive here.

Qualifications

• Three to five years of hands-on ServiceNow configuration and implementation experience.
• Strong working knowledge of ITSM modules including Incident, Problem, Change, Service Catalog, and Knowledge Management.
• Proficient with Flow Designer, Business Rules, Client Scripts, UI Policies, Update Sets, and GlideRecord scripting.
• Experience executing structured test plans, writing test cases, and documenting defects in multi-environment ServiceNow deployments.
• Familiarity with Now Assist, AI Search, or generative AI features in ServiceNow; willingness to develop hands-on expertise.
• Working understanding of CMDB structure, CI classes, and basic Discovery concepts.
• Experience in Agile or structured delivery frameworks with a Lead Developer or Architect providing direction.
• Strong written communication for configuration documentation, test artifacts, and status reporting.
• Comfortable collaborating with technical and non-technical stakeholders in a regulated federal environment.

Responsibilities

• Support configuration and testing of Now Assist for ITSM features including incident summarization and resolution note generation.
• Assist with generative AI prompt tuning tasks and validate AI outputs against client quality and compliance standards.
• Contribute to AI Search setup, document indexing configuration, and Knowledge Base governance rule implementation.
• Execute user acceptance testing scripts for AI-driven capabilities and document results ahead of production promotion.
• Develop and configure ITSM workflows, forms, UI Policies, Client Scripts, and notifications as directed.
• Build and maintain Flow Designer automations and service catalog items aligned to client requirements.
• Implement CI linkage enforcement on Incident and Change records; support data cleanup and field rationalization.
• Document configuration changes accurately in update sets, change records, and tracking tools.
• Assist CMDB data quality analysis including orphaned CIs, duplicates, and misclassified assets.
• Support Discovery scope analysis and data ingestion review for third-party sources as directed.
• Contribute to IRE reconciliation rule review and document current-state findings for artifacts.
• Execute unit and integration tests, log defects, and re-test fixes before controlled production promotion.
• Participate in sprint reviews, daily standups, and technical working sessions with stakeholders.

Skills

ServiceNow configuration

ITSM modules

Flow Designer

GlideRecord scripting

Documentation

Stakeholder collaboration

Agile delivery

Education

Bachelor's Degree or equivalent years of experience

ServiceNow CSA

CIS-ITSM

Tools

Flow Designer

Update Sets

Job description

iTech AG seeks an experienced Senior Developer / Technical Consultant to support a federal ServiceNow engagement. You’ll implement platform builds, configure AI features, and contribute to CMDB and ITSM workstreams with strong documentation practices.

Under the Lead Developer, you’ll perform testing, environment promotions, and QA, while refining processes within a structured delivery framework. A mid-level practitioner aiming to deepen ITOM/AI expertise will thrive here.