Mid-to-Senior ServiceNow ITSM Developer | Hybrid | Providencia, Guadalajara

What This Job Involves

As a ServiceNow ITSM Developer, you are accountable for hands-on configuration, scripting, and workflow automation to keep processes reliable, efficient, and aligned to ITIL practices. Your mission is to reduce manual triage efforts, build intuitive self-service experiences, and apply critical thinking to adapt ITSM best practices to our specific enterprise scale and risk profile.

What Your Day-to-Day Will Look Like

Module Development & Automation: Configure and extend core ITSM modules (Incident, Problem, Change Enablement, Request Fulfillment, Service Catalog, Knowledge). Build Flow Designer flows, Business Rules, Client Scripts, and UI Policies to automate triage, routing, and escalation.

AI & Agentic Automation: Implement ServiceNow's native AI agent and Now Assist capabilities for ITSM (e.g., automated incident triage, resolution recommendations, conversational self-service) with appropriate human-in-the-loop guardrails.

Custom UX & Integrations: Design tailored Service Portal pages, widgets, and user experiences. Build and maintain REST/SOAP API integrations between core ITSM modules and internal/third-party systems (monitoring, HR, telephony).

Change & Process Governance: Configure automated risk-scoring and approval logic using CMDB dependency data. Apply ITIL 4 practices pragmatically to improve automation coverage and self-service deflection.

Required Qualifications

Experience:



6+ years of overall IT/software development experience, including 4+ years of hands-on ServiceNow development (JavaScript, Glide APIs, UI Policies, Flow Designer, Integration Hub).

ITSM Expertise: 5+ years of ITSM experience in a large, matrixed enterprise, with 3+ years of direct configuration and development across core modules (Incident, Problem, Change, Request, Catalog, Knowledge).

Coding Proficiency: Strong ability to build and extend web application front ends (Service Portal widgets/pages) and back-end scripting. Note: Configuration-only experience is not sufficient for this role.

AI Modernization Track Record: A demonstrable, hands-on record of applying AI or agentic AI to modernize an ITSM practice (beyond just pilots or proofs of concept).

Technical Knowledge: Working knowledge of ServiceNow platform architecture (application scopes, plugins) and experience with REST/SOAP integrations.

Soft Skills: Strong critical thinking and stakeholder communication skills; ability to translate technical concepts for business audiences.

Preferred Certifications

ServiceNow Certified System Administrator (CSA) — Strongly preferred

ServiceNow Certified Application Developer (CAD) — Strongly preferred

ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) — Strongly preferred

ITIL 4 Foundation — Preferred

ServiceNow Certified Technical Architect (CTA) or advanced certification — Preferred

📌 Service Now ITSM Developer (Guadalajara)
🏢 ELAVANT GROUP
📍 Guadalajara