Our people at JLL are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. Whether you've got deep experience in commercial real estate, skilled trades or technology, or you're looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward. ServiceNow ITSM Developer Purpose of the Role JLL'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. 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; (3) critical thinking — the ability to apply ITSM/ITIL best practices and standards appropriately to JLL's business rather than adopting them by rote. 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.



Partner with the CMDB Product Owner to use accurate CI relationships and impact data in incident and major‐incident triage. Configure and extend Change Enablement — normal, standard, and emergency change types, risk assessment, approval workflows, and CAB scheduling — aligned to ITIL 4 practice and JLL's change‐freeze and blackout policies. Build automated risk‐scoring and approval‐routing logic that uses CMDB dependency data to assess change impact. Partner with the Change Enablement Process Owner to translate policy and governance requirements into platform configuration. Build and maintain Knowledge Management configuration — article workflows, feedback, and knowledge‐in‐context — to support self‐service and agent efficiency. Build tailored Service Portal pages, widgets, and user experiences for request fulfillment and knowledge self‐service. monitoring, HR, telephony/chat) via REST/SOAP APIs. Manage update sets and code promotion from development through test and production, following ESM's release and change‐management process. Implement ServiceNow's native AI agent and Now Assist capabilities for ITSM (for example, automated incident triage and summarization, resolution recommendations, and conversational self‐service for routine requests), applying guardrails and human‐in‐the‐loop review appropriate to the risk of each use case.



Partner with the ITSM Engineering Manager on where agentic action is appropriate for incident and request handling and where it requires human review. Apply ITIL 4 service‐management practice pragmatically to JLL's specific scale, tooling, and risk profile rather than by rote. Follow ESM's engineering standards (SDLC, source control, testing, documentation) and contribute to code review and knowledge‐sharing across the ITSM development team. Monitor system performance, troubleshoot platform issues affecting core ITSM modules, and identify continuous‐improvement opportunities in automation coverage and self‐service deflection. 6+ years of overall IT / software development experience, including 4+ years of hands‐on ServiceNow development (JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, Flow Designer, and Integration Hub). 3+ years of direct, hands‐on configuration and development experience across core ITSM modules — Incident, Problem, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management. Experience building REST/SOAP integrations between ServiceNow and third‐party or internal systems. Working knowledge of ServiceNow platform architecture — application scopes, plugins, and upgrade processes — sufficient to develop and maintain ITSM customizations safely across releases. Coding skill sufficient to build and extend web application front ends (e.g., Service Portal widgets and pages) as well as back‐end scripting — configuration‐only experience is not sufficient for this role. ITSM/ITIL Expertise & AI-Driven Modernization Track Record 5+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practice across Incident, Problem, Change Enablement, Request Fulfillment, and Knowledge Manage

📌 Service Now Developer (Jalisco)
🏢 Jones Lang LaSalle
📍 Jalisco