ServiceNow ITSM Engineer

This is a front-end focused ServiceNow Engineer role. The product team owns the ServiceNow landing pages, self-service portals, forms, and overall user journey. They are looking for someone who can build and enhance these ServiceNow experiences, using JavaScript and platform scripting where needed. This person will also look at ServiceNow logs, user behavior, and analytics to identify where the experience can be customized or improved. The focus is less on backend ServiceNow administration and more on self-service, portal experience, forms/record producers, Virtual Agent, and improving the overall customer journey. GenAI/Now Assist experience is a bonus, not a requirement - just someone who is willing/eager to learn

Position Overview: The Technology Service & Experience (TSXP) team is seeking a ServiceNow Engineer to help modernize and enhance the organization's digital-first technology support experience. This role will focus on building and improving self-service capabilities, Virtual Agent experiences, AI-enabled support solutions, ServiceNow workflows, forms, routing capabilities, and agent productivity tools. This position directly contributes to the customers technical help journy who are engaging with Thrivent's Techonology Service Center (Service Desk). The engineer will partner closely with Product Managers, Product Owners, Service Operations teams, and platform partners to deliver solutions that improve the experience for employees, advisors, and support agents while advancing TSXP's strategic roadmap focused on automation, self-service adoption, agent effectiveness, and AI-powered support experiences.

Team: Technology Service & Experience (TSXP)

Key Areas of Responsibility

• Self-Service & Employee Experience : Enhance ServiceNow Employee Center and self-service experiences. Improve knowledge-driven support and digital-first help capabilities. Develop solutions that reduce the need for manual support interactions. Improve onboarding, request submission, and support navigation experiences.
• Virtual Agent & AI Enablement : Design, develop, and enhance ServiceNow Virtual Agent capabilities. Support implementation of Now Assist and Generative AI functionality. Transition and modernize conversational experiences using LLM-based technologies. Improve self-service search, knowledge discovery, and conversational support experiences.
• Forms, Workflows & Automation : Design and build ServiceNow forms, catalog items, record producers, and workflows. Streamline request intake and fulfillment processes. Automate manual support activities and improve operational efficiency. Improve data quality and routing through process modernization.
• Agent Experience & Workspace Modernization : Enhance Service Operations Workspace and agent-facing experiences. Improve support workflows, routing, and productivity tools. Implement skills-based routing and Advanced Work Assignment capabilities. Support initiatives that shift agents from transaction processing to technology consulting.
• General Engineering Skills Required : 3-5 years of software engineering, platform engineering, or application development experience. Experience delivering solutions through Agile methodologies. Strong analytical and problem-solving skills. Analyze user journeys and customer experiences to design intuitive, efficient, and user-centric ServiceNow solutions. Ability to design scalable, maintainable, and secure solutions. Experience troubleshooting application issues and analyzing system behavior. Ability to work independently while collaborating effectively across technical and business teams. Strong communication and documentation skills. Sound knowledge of Software Development Life Cycle (SDLC). Knowledge of industry standard Software Development Life Cycle (SDLC) practices. Knowledge of systems design concepts that provide security and stability. Ability to debug code and/or complex log files for troubleshooting and analysis of product defects. Sound understanding of application engineering concepts.
• Preferred : Experience working in IT Service Management (ITSM) environments. Experience with customer experience, support operations, or service delivery platforms. Ability to mentor team members and contribute to technical best practices.
• Specialized ServiceNow Skills Highly Desired : ServiceNow ITSM, Virtual Agent, Employee Center / Service Portal, JavaScript and ServiceNow platform scripting (Business Rules, Script Includes, Client Scripts, APIs). Flow Designer, Service Catalog, Knowledge Management / KCS, Service Operations Workspace, Advanced Work Assignment (AWA), Agent Chat and Skills-Based Routing, Platform Analytics / Performance Analytics, IntegrationHub.
• Preferred Emerging Skills : Now Assist, Generative AI within ServiceNow, NLU to LLM Virtual Agent migration experience, AI-powered search and knowledge experiences, Conversational request fulfillment, Agent productivity and automation solutions, Omnichannel support experiences and routing strategies.
• Benefits : York Solutions Offers a generous benefits package for eligible full-time employees: BCBS Medical with 3 Plans to choose from (PPO and High deductible PPO plans with Health Savings Program). Delta Dental plan with 2 free cleanings and insurance discounts. Eye Med Vision with annual check-ups and discounts on lens. Life and Accidental Death Insurance paid by company. John Hancock 401(k) Retirement Plan with discretionary company match. Voluntary Insurance programs such as: Hospital Indemnity, Identity Protection, Legal Insurance, Long Term Care, and Pet Insurance. Flexible work environment with some remote working opportunities. Strong fun and teamwork environment. Learning, development, and career growth.

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