Senior ServiceNow ITSM & AI Automation Consultant

United Nations Joint Staff Pension Fund (UNJSPF); New York (NY); Hybrid; USD 81,000 - 117,000; Full time

Job summary

United Nations Joint Staff Pension Fund (UNJSPF) is seeking a Senior ServiceNow ITSM Developer Consultant in New York. The role focuses on designing, developing, and enhancing ServiceNow ITSM and AI-enabled solutions, including incident, change, and catalog workflows, as well as automated invoice processing and integrations with enterprise platforms.

Hybrid work arrangement with a six-month engagement, targeting senior technical delivery and documentation outcomes.

Qualifications

• Advanced degree in computer science, information systems, mathematics or related field; first-level degree with qualifying experience may be accepted.
• 7+ years of progressively responsible experience in planning, design, development, and maintenance of computer information systems or related area.
• 5+ years hands-on experience designing, developing, implementing, and supporting ServiceNow ITSM solutions (Incident, Request, Major Incident, Knowledge, Catalog, Virtual Agent).
• Proficiency in ServiceNow platform development: scripting, workflow automation, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, ACLs, Notifications, Catalog development.
• Experience integrating ServiceNow with enterprise platforms via REST APIs, Integration Hub, MID Servers, Data Sources, Transform Maps, and secure integrations (e.g., Microsoft 365 or SharePoint).
• Experience implementing ServiceNow AI and automation capabilities (Virtual Agent, AI Search, Knowledge Assist, AI Agents, Predictive Intelligence).
• Certifications such as CSA, CAD, CIS-ITSM; current micro-certifications in Virtual Agent, Now Assist for ITSM, AI Search, AI Agents desirable.
• Experience with Agile, Scrum, Waterfall or hybrid methodologies; ITIL 4 Foundation desirable.

Responsibilities

• Design, configure, develop, and enhance ServiceNow ITSM apps (Incident, Request, Change, Major Incident, Service Catalog, Knowledge).
• Develop and maintain workflows and automation (Flow Designer, Business Rules, Client Scripts, UI Policies, forms, notifications, integrations).
• Conduct technical assessment of existing configurations and prepare a development plan and backlog aligned with priorities.
• Design automated invoice intake, including email capture, data mapping, error handling, and logging within ServiceNow.
• Develop invoice matching and approval workflows to match invoices with POs/Contracts; establish notifications and audit history.
• Test, troubleshoot, and deploy automation solutions; document and handover.
• Enhance Virtual Agent, Knowledge Assist, AI Search, AI Agents for self-service.
• Develop AI-enabled workflows using Generative AI and Predictive Intelligence.
• Implement autonomous Virtual Agent use cases (password reset, network-status inquiries) with proper routing and security.
• Develop integrations with enterprise apps; ensure secure data exchange.
• Ongoing testing, monitoring, and refinement of ITSM and AI solutions; maintain documentation.

Skills

ServiceNow ITSM

Flow Designer

Scripting

Integration

AI Automation

Virtual Agent

Agile

Security / ACLs

Education

Master’s degree in computer science or related field

Tools

REST APIs

MID Servers

Integration Hub

Data Sources

Transform Maps

Now Assist for ITSM

Job description

United Nations Joint Staff Pension Fund (UNJSPF) is seeking a Senior ServiceNow ITSM Developer Consultant in New York. The role focuses on designing, developing, and enhancing ServiceNow ITSM and AI-enabled solutions, including incident, change, and catalog workflows, as well as automated invoice processing and integrations with enterprise platforms.

Hybrid work arrangement with a six-month engagement, targeting senior technical delivery and documentation outcomes.