Job Description

Job Title

Sr. Software Technologist (Service Now Development)

Key Responsibilities

AI & Intelligent Automation

• Implement and configure ServiceNow out-of-the-box AI features, including (but not limited to):
  • Predictive Intelligence (classification, routing, recommendations)
  • Virtual Agent & conversational AI
  • Now Assist / GenAI capabilities
  • AIOps, anomaly detection, and event intelligence
• Design and develop custom AI-driven features on the ServiceNow platform using:
  • Script Includes, Business Rules, Flow Designer, and IntegrationHub
  • Custom ML models or external AI services integrated into ServiceNow
• Translate business and service use cases into practical AI-enabled workflows

Platform Development & Customization

• Develop and maintain custom applications and enhancements on ServiceNow
• Extend existing ServiceNow modules (ITSM, CSM, ITOM, HRSD, etc.) with AI capabilities
• Ensure scalability, performance, and maintainability of AI and non-AI solutions
• Follow ServiceNow best practices for scripting, configuration, and upgrades

Integrations

• Build and maintain integrations between ServiceNow and external systems using:
  • REST/SOAP APIs
  • IntegrationHub spokes and custom connectors
• Integrate ServiceNow with external AI/ML services (e.g., cloud AI platforms, LLMs, analytics services) where native capabilities are insufficient

Collaboration & Delivery

• Work closely with product managers, architects, and stakeholders to define AI use cases
• Support end-to-end delivery: design, build, test, deploy, and optimize AI features
• Contribute to platform governance, documentation, and knowledge sharing
• Stay current with new ServiceNow AI releases and capabilities and proactively recommend improvements

Required Qualifications

• 3–7+ years of hands-on ServiceNow development experience
• Proven experience delivering AI features on the ServiceNow platform, including:
  • Deploying OOTB AI capabilities in production
  • Building custom AI or intelligent automation features
• Strong proficiency in:
  • JavaScript (ServiceNow scripting)
  • Script Includes, Business Rules, Client Scripts, Flow Designer
• Experience with ServiceNow AI features such as Predictive Intelligence, Virtual Agent, Now Assist, or AIOps
• Solid experience building integrations using REST APIs and IntegrationHub
• Strong understanding of ServiceNow data model and platform architecture

Preferred / Nice-to-Have

• Experience integrating ServiceNow with external AI/ML or GenAI platforms
• Familiarity with LLMs, prompt engineering, or conversational AI design
• ServiceNow certifications (e.g., CSA, CAD, CIS, or AI-related certifications)
• Experience in large enterprise or regulated environments
• Exposure to healthcare, customer service, or IT operations use cases

What Success Looks Like in This Role

• AI features go live quickly and reliably on the ServiceNow platform
• Out-of-the-box AI capabilities are fully utilized and optimized, not left unused
• Custom AI features deliver measurable improvements in efficiency, quality, or user experience
• ServiceNow becomes a smart, AI-enabled platform, not just a workflow tool

#LI #HealthcareInformatics #AI

How we work together
We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week.
Onsite roles require full-time presence in the company’s facilities.
Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.
Indicate if this role is an office/field/onsite role.
About Philips
We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help the lives of others.
• Learn more about our business
• Discover our rich and exciting history
• Learn more about our purpose
If you’re interested in this role and have many, but not all, of the experiences needed, we encourage you to apply. You may still be the right candidate for this or other opportunities at Philips. Learn more about our culture of impact with care here