ServiceNow / AI Integration Developer

ServiceNow / AI Integration Developer

Location: SFO (Hybrid)

Candidate should know Spanish

We are seeking a highly skilled ServiceNow Developer with experience in workflow automation, API integrations, and AI enablement.

This role will focus on enhancing the existing ServiceNow ticketing platform, integrating it with Google Chat and Apollo systems, and embedding intelligent automation to streamline service delivery and improve user experience.

The ideal candidate will be a hands-on technical expert who can design, develop, and implement scalable solutions that support enterprise-wide growth and modernization initiatives.

Key Responsibilities

1. ServiceNow Development & Configuration

• Design, configure, and customize ServiceNow ITSM, CSM, and Virtual Agent modules.
• Develop and maintain flows, UI actions, client scripts, and integrations.
• Automate workflows for ticket creation, routing, and escalation.
• Implement Now Assist / Generative AI features for summarization and recommendations (if available in your instance).

2. AI & Automation Integration

• Integrate ServiceNow with AI services (e.g., Google Vertex AI, OpenAI, or Dialogflow CX) for:
• Intent recognition and auto-categorization of tickets.
• Chatbot-driven ticket creation from Google Chat.
• Knowledge article retrieval using natural language queries.
• Develop RPA / API connectors for intelligent handoffs between ServiceNow, Google Chat, and Apollo.

3. Google Chat Bot & Real-Time Support

• Build and deploy a custom bot (via Google Cloud Functions or Apps Script) that listens to chatroom messages and:
• Extracts issue details.
• Interacts with AI to interpret intent.
• Automatically creates or updates ServiceNow tickets.
• Enable real-time status updates back into chat threads.

4. System Integration & Data Flow

• Design APIs and event-driven integrations (REST, webhooks, JSON, OAuth) between ServiceNow, Apollo, and external data sources.
• Implement logging, error handling, and audit trails.
• Ensure secure data exchange compliant with IT policies.

5. Performance Optimization & Maintenance

• Monitor system health, troubleshoot issues, and optimize performance.
• Maintain CI/CD pipelines for ServiceNow and bot code deployments.
• Partner with the Project Manager and Solution Architect to ensure milestones and releases are met.

Required Skills & Experience

Category - Requirements

Core Platform Skills - 4–7 years of hands-on experience with ServiceNow (ITSM, Virtual Agent, Flow Designer, IntegrationHub). Strong GlideScript, JavaScript, and UI policy scripting skills.

Integrations - REST/SOAP APIs, JSON, OAuth, ServiceNow MID Server, Google APIs (Chat, Apps Script), Vertex AI, Dialogflow.

AI / Automation - Experience integrating chatbots or AI models into enterprise workflows (Dialogflow CX, OpenAI, Now Assist, or equivalent).

Other - Strong problem-solving skills, collaboration, and ability to work in Agile environments.