ServiceNow Developer – ITSM Integrations & AI Context

SkyePoint Decisions; Washington (District of Columbia); In loco; USD 130.000 - 160.000; Tempo pieno

Vantaggi offerti da questo lavoro

Certification incentive program

PTO

Floating federal holidays

Health insurance options

401k matched

Descrizione del lavoro

SkyePoint Decisions is seeking an experienced ServiceNow Developer with ITSM REST API expertise to design and implement a full ticket lifecycle integration within a Power Automate and Azure OpenAI environment. The role focuses on search, lookup, context retrieval, and update workflows for SNOW tickets, including thread tracking and custom field configuration.

This on-site position in Beltsville, MD, with occasional travel to Washington, DC, requires 3+ years of federal-ready ServiceNow

Competenze

• 3+ years of experience developing ServiceNow integrations using the ITSM REST API (Table API, GlideRecord, or equivalent).
• Experience with ServiceNow incident record search, read, update, and work note operations via REST API.
• Experience configuring custom fields, form layouts, and business rules on ServiceNow Incident tables.
• Experience with Power Automate or similar workflow tools as the calling system for ServiceNow API operations.
• Experience with ServiceNow ITSM in a federal government or highly regulated environment.
• Active Top Secret security clearance OR ability to obtain TS within program timeline (interim clearance accepted to start).
• US Citizenship is required.

Mansioni

• Implement ServiceNow ITSM REST API integration from Power Automate: ticket search by CVE identifier, asset name, post/location, and username extracted from inbound emails.
• Design and implement ticket lookup logic that handles partial matches, multiple open tickets for the same user, and cases where no matching ticket is found (triggering the ask-the-user conversational flow).
• Build the ticket context retrieval workflow: given a matched ticket, extract vulnerability description, CVE identifier, affected asset, assigned group, current status, prior work notes, and scan finding details for injection into the AI prompt context.
• Implement the ticket update workflow: append inbound email content, AI-generated guidance, analyst name, response timestamp, and case ID (AAA-YYYY-NNNN) as a structured work note on the SNOW ticket.
• Implement thread tracking: subsequent emails in the same thread are matched to the same SNOW ticket and appended as additional work notes, maintaining a complete correspondence record.
• Configure custom fields on the SNOW Incident table to support the AI integration: AI_Case_ID, AI_Confidence_Score, AI_Response_Category, Analyst_Validator.
• Configure assignment group routing and SLA rules appropriate to the vulnerability remediation workflow.
• Work with the Power Platform Developer to design the ask-the-user fallback flow when automatic ticket matching fails.
• Provide API credential provisioning guidance to the SNOW team to establish secure service account access.
• Produce ServiceNow integration documentation and support handoff to steady-state operations.

Conoscenze

ServiceNow integrations

REST API

Power Automate

Azure OpenAI integration

Ticket lifecycle management

Formazione

ServiceNow CSA or CAD certification

Strumenti

ServiceNow ITSM REST API

Table API

GlideRecord

Power Automate

Azure OpenAI

Descrizione del lavoro

SkyePoint Decisions is seeking an experienced ServiceNow Developer with ITSM REST API expertise to design and implement a full ticket lifecycle integration within a Power Automate and Azure OpenAI environment. The role focuses on search, lookup, context retrieval, and update workflows for SNOW tickets, including thread tracking and custom field configuration.

This on-site position in Beltsville, MD, with occasional travel to Washington, DC, requires 3+ years of federal-ready ServiceNow