ServiceNow ITSM Developer Purpose of the RoleJLL's Enterprise Service Management (ESM) team is hiring a mid-to-senior ServiceNow ITSM Developer, based onsite in Mexico, to design, build, and continuously improve the core IT service management process modules on JLL's ServiceNow platform — Incident Management, Problem Management, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management — for stakeholders across the enterprise. This role is accountable for hands-on configuration, scripting, and workflow automation that keeps these core ITSM processes reliable, efficient, and aligned to ITIL practice as JLL's service volume and complexity grow.This developer is expected to help transform ESM's core service-management practice into a more automated, self-service-first capability — reducing manual triage and routing effort, applying AI and agentic AI to routine incident and request handling where genuinely fit for purpose,



and building workflows and self-service experiences that let employees resolve more issues on their own.Three key qualifications are necessary to be successful in this role: (1) strong automation and development skill, including coding ability for web applications, to configure and extend ServiceNow's core ITSM modules; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven track record of using AI and agentic AI to modernize IT Service Management; and (3) critical thinking — the ability to apply ITSM/ITIL best practices and standards appropriately to JLL's business rather than adopting them by rote.Key ResponsibilitiesIncident & Problem Management Development* Configure and extend Incident Management — lifecycle, assignment and routing rules, major incident workflows, and SLA definitions — to match JLL's ITIL 4 practice.* Configure and extend Problem Management, including the known-error database and root-cause workflows, to support proactive problem identification.* Build and maintain Business Rules, Client S

📌 ServiceNow ITSM Developer (Jalisco)
🏢 Jones Lang LaSalle
📍 Jalisco