Company Overview Incedo is a US-based consulting, data science, and technology services firm with over 3000 people helping clients from our six offices across US, Mexico, and India. We help our clients achieve competitive advantage through end-to-end digital transformation. Our uniqueness lies in bringing together strong engineering, data science, and design capabilities coupled with deep domain understanding.

We combine services and products to maximize business impact for our clients in telecom, banking, wealth management, product engineering, and life science & healthcare industries.

Working at Incedo will provide you an opportunity to work with industry-leading client organizations, deep technology and domain experts, and global teams.

Incedo

University, our learning platform, provides ample learning opportunities starting with a structured onboarding program and carrying throughout various stages of your career. A variety of fun activities is also an integral part of our friendly work environment. Our versátil career paths allow you to grow into a program manager, a technical architect, or a domain expert based on your skills and interests.

Our mission is to enable our clients to maximize business impact from technology by:

- Harnessing the transformational impact of emerging technologies
- Bridging the gap between business and technology

Role DescriptionPosition Summary: We are seeking an experienced Senior ServiceNow Developer with deep expertise in IT Service Management (ITSM) to join our high-performing ServiceNow team. The ideal candidate will be a subject matter expert in Incident, Problem, Change, and Service Catalog. Candidate will have strong hands-on experience with platform integrations.





This individual must also bring working knowledge of ServiceNow's Artificial Intelligence capabilities, especially Predictive Intelligence, to help drive intelligent automation and smarter decision-making across the platform.

Key Responsibilities:

- 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 to support operational and strategic metrics.
- 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.

Technical SkillsRequired Skills & Experience:

- 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.
- Demonstrated 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 across the enterprise.

Nice-to-have skillsRequired Qualifications:

- ServiceNow Certified System Administrator (CSA)
- CIS - ITSM
- Experience working in Agile/Scrum environments
- Strong communication, collaboration, and problem-solving skills

Preferred Qualifications:

- CIS - CAD
- Experience with ITOM, CSM, or ITAM is a plus

Company Value 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.

📌 Career Opportunities: Service Now Architect (50477) (México)
🏢 Incedo
📍 México