Sr. Software Technologist (Service Now Development)

Job Title

Sr. Software Technologist (Service Now Development)

Job Description

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.