ServiceNow Engineer--100% REMOTE

Beacon Hill; Madison (WI); On-site; USD 90,000 - 130,000; Full time

Job summary

Beacon Hill is seeking a ServiceNow Engineer to support digital-first technology initiatives, focusing on self-service, employee experience, and AI-enabled support. You will help modernize how users engage with technology services and automate key workflows.

You will work on improving Employee Center and Service Portal experiences, develop Virtual Agent capabilities, and collaborate with teams to streamline support processes and enhance agent productivity.

Qualifications

• 3+ years of software/platform/application engineering experience.
• Proficiency with ServiceNow ITSM and Scripting.
• Experience with Virtual Agent, Employee Center / Service Portal.
• Strong JavaScript capabilities.
• Experience with Flow Designer, Service Catalog, Knowledge Management.
• Excellent problem solving and troubleshooting skills.
• Experience with Agile methodologies.

Responsibilities

• Enhance Employee Center experiences and self-service adoption.
• Develop Virtual Agent capabilities and AI-enabled support.
• Build forms, record producers, workflows, and catalog items; automate tasks.
• Improve routing, fulfillment processes and agent productivity.

Skills

ServiceNow ITSM

Virtual Agent

Employee Center/Service Portal

JavaScript

ServiceNow Scripting

Flow Designer

Service Catalog

Knowledge Management

Troubleshooting

Agile

Job description

Position Overview

Seeking a ServiceNow Engineer to support digital-first technology support initiatives focused on self-service, employee experience, virtual agents, AI-enabled support, workflow automation, and agent productivity. This role will help modernize support experiences and improve how users engage with technology services.

Key Responsibilities

Employee Experience & Self-Service

• Enhance Employee Center experiences
• Improve knowledge management and self-service adoption
• Streamline support request experiences
• Reduce manual support interactions through automation

Virtual Agent & AI

• Develop and enhance Virtual Agent capabilities
• Support emerging Now Assist initiatives
• Improve conversational support experiences
• Enhance search and knowledge discovery

Workflows & Automation

• Build forms, record producers, workflows, and catalog items
• Improve routing and fulfillment processes
• Automate operational tasks
• Modernize support workflows

Agent Experience

• Enhance Service Operations Workspace
• Implement Advanced Work Assignment (AWA)
• Improve skills-based routing and chat experiences
• Increase support team productivity

Required Skills

• 3+ years of software/platform/application engineering experience
• ServiceNow ITSM
• Virtual Agent
• Employee Center / Service Portal
• JavaScript
• ServiceNow Scripting
• Flow Designer
• Service Catalog
• Knowledge Management
• Problem solving and troubleshooting skills
• Agile experience

Highly Desired

• Service Operations Workspace
• Advanced Work Assignment (AWA)
• Agent Chat
• Skills-Based Routing
• Platform Analytics / Performance Analytics
• IntegrationHub
• User journey or customer experience design

Nice to Have

• Now Assist
• Generative AI within ServiceNow
• NLU to LLM migration experience
• AI-powered support solutions
• Contact center or service operations experience

Beacon Hill is an equal opportunity employer and individuals with disabilities and/or protected veterans are encouraged to apply.

California residents: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.

Company Profile:

Beacon Hill Technologies, a premier National Information Technology Staffing Group, provides world class technology talent across all industries utilizing a complete suite of staffing services. Beacon Hill Technologies' dedicated team of recruiting and staffing experts consistently delivers quality IT professionals to solve our customers' technical and business needs. Beacon Hill Technologies covers a broad spectrum of IT positions, including Project Management and Business Analysis, Programming/Development, Database, Infrastructure, Quality Assurance, Production/Support and ERP roles.

Learn more about Beacon Hill and our specialty divisions, Beacon Hill Associates, Beacon Hill Financial, Beacon Hill HR, Beacon Hill Legal, Beacon Hill Life Sciences and Beacon Hill Technologies by visiting www.bhsg.com.

Benefits Information

Beacon Hill offers a robust benefit package including, but not limited to, medical, dental, vision, and federal and state leave programs as required by applicable agency regulations to those that meet eligibility. Upon successfully being hired, details will be provided related to our benefit offerings.

We look forward to working with you.

Beacon Hill.