Incedo is hiring a ServiceNow Architect to join our high-performing ServiceNow team. We are seeking an experienced professional with deep expertise in IT Service Management (ITSM) to design, develop, and implement scalable solutions on the platform.
What You'll Do
- Design, develop, and implement scalable solutions within the ServiceNow platform focused on ITSM capabilities.
- Serve as the ITSM Subject Matter Expert, delivering best-practice configurations for Incident, Problem, Change, and Request workflows.
- Build and optimize workflows using Flow Designer, emphasizing low-code automation best practices.
- Develop and maintain Service Catalog items, custom widgets, and dynamic user experiences using the Service Portal.
- Configure and enhance the Virtual Agent for self-service and automation scenarios.
- Integrate ServiceNow with third-party systems using REST/SOAP APIs, IntegrationHub, and MID Servers.
- Leverage Predictive Intelligence to enable categorization, prioritization, and assignment automation using AI/ML models.
- Manage and execute platform upgrades, ensuring full functionality and minimal disruption.
- Build and maintain custom Performance Analytics dashboards and reporting solutions.
- Write efficient, reusable, and well-documented JavaScript code (server-side and client-side).
- Participate in Agile sprints, peer code reviews, and continuous improvement efforts.
- Troubleshoot issues, provide production support, and ensure platform stability and performance.
What We're Looking For
- 5+ years of hands-on ServiceNow development experience, with strong focus on ITSM module.
- Expert-level knowledge of Incident, Problem, Change, Request, and Knowledge Management.
- Strong experience designing and maintaining complex workflows using Flow Designer.
- Proven experience with Service Catalog, Record Producers, Workflows, and Approvals.
- Proficient with Service Portal development (custom widgets, AngularJS, HTML/CSS).
- Hands-on experience with Virtual Agent and conversational automation design.
- Experience working with Predictive Intelligence features, including model training, implementation, and tuning.
- Extensive experience integrating third-party systems with ServiceNow via REST/SOAP and IntegrationHub.
- Proven ability to lead and support platform upgrades and manage upgrade-related issues.
- Strong JavaScript development skills with experience using Glide APIs, Script Includes, Business Rules, etc.
- Familiarity with Performance Analytics and standard reporting capabilities.
- Ability to work independently, mentor junior developers, and engage with stakeholders.
- ServiceNow Certified System Administrator (CSA) and CIS - ITSM certifications.
- Experience working in Agile / Scrum environments.
- Strong communication, collaboration, and problem-solving skills.
Nice to Have
- CIS - CAD certification.
- Experience with ITOM, CSM, or ITAM is a plus.
Technical Stack
- ServiceNow
- ITSM
- Flow Designer
- Service Portal
- Virtual Agent
- REST/SOAP APIs
- IntegrationHub
- MID Servers
- Predictive Intelligence
- JavaScript
- AngularJS
- HTML/CSS
- Performance Analytics
Work Mode
This role is based locally in New Jersey.
We value diversity at Incedo. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
