Job Description

We are looking for a high-impact ServiceNow Developer to lead the technical evolution of our Customer Satisfaction (CSAT) and Agentic AI ecosystem. This role is split into two critical missions:

• Modernizing how we capture feedback and measure service quality for the BT Service Desk.
• Leveraging Now Assist (GenAI) and A2A/MCP protocols to build autonomous workflows that drive Business Technology (BT) deflection and reduce MTTR.

Key Responsibilities

Part 1: CSAT, QA, and Performance Analytics

• Survey Architecture: Redesign and develop advanced CSAT survey workflows to ensure high engagement and reliable data collection.
• Performance Analytics (PA): Build and maintain sophisticated, real-time dashboards and KPIs that provide deep visibility into CSAT trends and service gaps.
• Quality Assurance (QA) & Agent Dashboards: Build specialized dashboards for Agent Interactions and QA auditing, aggregating performance data to facilitate management coaching.
• API Development & Integration: Design and develop Scripted REST APIs to ingest external interaction data or export CSAT metrics to third-party BI tools.

Part 2: Now Assist & Agentic BT Deflection

• Now Assist Implementation: Configure and tune Now Assist skills (Summarization, Resolution Generation, and Data Visualization) to boost agent productivity and end-user self-service.
• Agent-to-Agent (A2A) Orchestration: Develop and manage A2A workflows where the ServiceNow AI Agent collaborates with external or third-party AI agents to complete complex tasks.
• MCP (Model Context Protocol) Integration: Build and maintain MCP Servers and clients within ServiceNow to allow our AI agents to securely access external data sources as context for better resolution.
• BT Deflection Strategy: Analyze Workmate bot data and Now Assist telemetry to identify high-volume requests and build automated topics that resolve issues without human intervention.

Required Skills & Qualifications

• Expert ServiceNow Development: Mastery of JavaScript (Glide API), Flow Designer, Business Rules, Client Scripts, and Scripted REST APIs.
• Platform Analytics Mastery: Deep experience with the Platform Analytics Workspace, including Indicators, Breakdowns, Data Collection jobs, and advanced dashboarding.
• AI & Conversational Tools: Hands-on experience with Now Assist, Virtual Agent Designer, and NLU/LLM tuning to drive deflection.
• Interoperability & Agentic AI: Understanding of A2A communication patterns and the Model Context Protocol (MCP) for connecting AI models to external tools and data.
• ITIL Proficiency: A strong understanding of ITIL processes (Incident, Request, Problem) to ensure AI workflows and analytics align with BT service standards.

Required Certifications

• ServiceNow Certified System Administrator (CSA) and Certified Application Developer (CAD).
• ServiceNow Certified Implementation Specialist – ITSM (CIS-ITSM).
• ServiceNow Certified Implementation Specialist – Platform Analytics (CIS-PA).
• Micro-certifications in Now Assist, Virtual Agent, and AI Agent Studio.