Job Description:

ServiceNow Engineer Role OverviewOur organization is seeking a ServiceNow Engineer to help modernize and enhance the digital-first technology support experience. This role will focus on building and improving self-service capabilities, Virtual Agent experiences, AI-enabled support solutions, ServiceNow workflows, forms, routing capabilities, and agent productivity tools. The engineer will partner with Product Managers, Product Owners, Service Operations teams, and platform partners to deliver solutions that improve the experience for employees, advisors, and support agents. Key ResponsibilitiesEnhance ServiceNow Employee Center and self-service experiences.

Design, develop, and enhance ServiceNow Virtual Agent capabilities.

Design and build ServiceNow forms, catalog items, record producers, and workflows.

Enhance Service Operations Workspace and agent-facing experiences.

Improve knowledge-driven support and digital-first help capabilities.

Support the implementation of Now Assist and Generative AI functionality.

Streamline request intake and fulfillment processes.

Implement skills-based routing and Advanced Work Assignment capabilities.

Required QualificationsExperience:

3-5 years of software engineering, platform engineering, or application development experience. Experience delivering solutions through Agile methodologies is also required.

General Skills:

Strong analytical and problem-solving skills.

Ability to analyze user journeys and customer experiences to design intuitive, efficient, and user-centric ServiceNow solutions.

Ability to design scalable, maintainable, and secure solutions.

Experience troubleshooting application issues and analyzing system behavior.

Ability to work independently while collaborating effectively across technical and business teams.

Strong communication and documentation skills.

Sound knowledge of the Software Development Life Cycle (SDLC) and industry standard practices.

Knowledge of systems design concepts that provide security and stability.

Technical Skills:

ServiceNow ITSMVirtual AgentEmployee Center / Service PortalJavaScript and ServiceNow platform scripting (Business Rules, Script Includes, Client Scripts, APIs)Flow DesignerService CatalogKnowledge Management / KCSService Operations WorkspaceAdvanced Work Assignment (AWA)Agent Chat and Skills-Based RoutingPlatform Analytics / Performance AnalyticsIntegrationHubPreferred QualificationsExperience working in IT Service Management (ITSM) environments.

Experience with customer experience, support operations, or service delivery platforms.

Ability to mentor team members and contribute to technical best practices.

Now AssistGenerative AI within ServiceNowNLU to LLM Virtual Agent migration experienceAI-powered search and knowledge experiencesConversational request fulfillmentAgent productivity and automation solutionsOmnichannel support experiences and routing strategiesEverforth Apex is a world-class IT services company that serves thousands of clients across the globe. When you join Everforth Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRateds Best of Staffing® in Talent Satisfaction in the United States and Great Place to Work® in the United Kingdom and Mexico.

Everforth Apex uses a virtual recruiter as part of the application process. Click here for more details. By applying for this job, you agree to receive calls, AI-generated calls, text messages, or emails from Everforth Apex and its affiliates, and contracted partners. Frequency varies for text messages. Message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You can reply STOP to cancel and HELP for help. You can access our privacy policy at https://www.apexsystems.com/privacy-policy

Everforth Apex Benefits Overview:

Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our Welcome Packet as well, which an Everforth Apex team member can provide.

Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.

If you require an accommodation under the Americans with Disabilities Act to participate in an interview with a virtual recruiter or to use our website for a search or application, please contact our Benefits Department at [email protected] or 804-523-8228. Please note that this contact information is strictly to be used for medical ADA accommodations and that no other inquiries will be answered.

UnitedHealthcare creates and publishes the Transparency in Coverage Machine-Readable Files on behalf of Everforth Apex Systems.

VEVRAA Federal Contractor.

We request Priority Protected Veteran & Disabled Referrals for all of our locations within the state.

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