Senior ServiceNow ITSM Developer Consultant

UN Secretariat; New York (NY); On-site; USD 111,000 - 166,000; Part time

Job summary

UN Secretariat, based in New York, seeks a senior consultant to lead hands-on ServiceNow ITSM development and AI-enabled enhancements. The role focuses on configuring and integrating Incident, Request, Change, and Knowledge workflows, with strong emphasis on automation, AI agents, and knowledge management.

The candidate should have seven years of IT systems experience, five years with ServiceNow ITSM, and relevant certifications.

Qualifications

• Advanced degree required; seven years IT systems experience incl. five years with ServiceNow ITSM.
• CSA/CAD/CIS-ITSM certifications and ITIL 4 Foundation desirable.
• Experience with AI/automation on ServiceNow platform is required or strongly preferred.

Responsibilities

• Design, configure, develop, and enhance ServiceNow ITSM applications (Incident, Request, Change, Major Incident, Service Catalog).
• Develop and maintain workflows, automations, business rules, client scripts, UI policies, forms, and integrations.
• Implement and optimize ServiceNow AI capabilities: Virtual Agent, AI Agents, AI Search, Knowledge Assist, and conversational workflows.
• Test, deploy, document, and remediate solutions; participate in design reviews and deployments.

Skills

ServiceNow ITSM development

Workflow automation

REST APIs

Integration Hub

Virtual Agent

Predictive Intelligence

Generative AI

ITIL best practices

Education

Master's degree in computer science / information systems / mathematics / statistics

First-level degree with qualifying experience acceptable

ServiceNow certifications (CSA, CAD, CIS-ITSM) and ITIL 4 Foundation desirable

Tools

ServiceNow

Integration Hub

Flow Designer

REST APIs

MID Servers

Virtual Agent

Job description

Organizational context: The United Nations Joint Staff Pension Fund (UNJSPF) Office of Investment Management (OIM) manages a global investment portfolio exceeding $100 billion. OIM's diverse staff are based in New York. This consultant role is within the Information Systems Section, reporting to the Platforms Team Lead.

Job purpose: This consultant role provides hands-on ServiceNow technical development and implementation services to OIM. The primary purpose is to configure, develop, integrate, test, deploy, document, and remediate ServiceNow ITSM solutions and AI capabilities. The consultant will contribute to improving self-service, operational efficiency, and service delivery through advanced ServiceNow features and AI integrations, ensuring solutions meet OIM's requirements and acceptance criteria.

Responsibilities: Design, configure, develop, and enhance ServiceNow ITSM applications including Incident, Request, Change, and Major Incident Management, and Service Catalog. Develop and maintain workflows, automations, business rules, client scripts, UI policies, forms, and integrations. Participate in solution design, testing, and deployment, adhering to best practices. Prepare technical documentation. Configure and develop ServiceNow Virtual Agent, AI Agents, and conversational workflows. Implement and enhance AI Search and Knowledge Assist. Develop automated workflows using Generative AI, Predictive Intelligence, and other ServiceNow AI capabilities. Test, monitor, and refine AI solutions for accuracy and usability.

Education: An advanced university degree (Master's or equivalent) in computer science, information systems, mathematics, or statistics is required. A first-level degree with qualifying experience may be accepted. ServiceNow certifications (CSA, CAD, CIS-ITSM) and ITIL 4 Foundation certification are highly desirable.

Work experience: A minimum of seven years of progressive experience in IT systems planning, design, development, implementation, and maintenance is required. Specifically, five years of hands-on experience with ServiceNow ITSM solutions (Incident, Request, Change, Knowledge, Service Catalog, Virtual Agent) is essential. Experience with ServiceNow platform development, integrations (REST APIs, Integration Hub), and AI/automation capabilities is also required.

Skills: ServiceNow ITSM development, workflow automation, Flow Designer, Business Rules, Client Scripts, UI Policies, Service Catalog development, REST APIs, Integration Hub, MID Servers, Virtual Agent, AI Search, Knowledge Assist, AI Agents, Predictive Intelligence, Generative AI, ITIL best practices.

Required languages: English

Desired languages: