Company Description PowerGlide Systems, Inc. specializes in maximizing the performance and efficiency of ServiceNow environments. As a trusted ServiceNow partner, we focus on performance tuning and test automation to ensure optimal user experiences and operational efficiency. Our tailored solutions enhance speed, scalability, and overall health of ServiceNow instances, enabling them to handle increasing workloads seamlessly. Role Description This is a full-time remote role for a Staff ServiceNow Developer at PowerGlide Systems, Inc. The Staff ServiceNow Developer will be responsible for daily tasks related to back-end web development, software development, and programming for ServiceNow environments. Qualifications Computer Science and Software Development skills Back-End Web Development expertise Proficiency in Programming and Object-Oriented Programming (OOP) Strong problem-solving and analytical abilities Excellent written and verbal communication skills Ability to work independently and collaboratively in a remote setting Experience with ServiceNow development is a plus Bachelor's degree in Computer Science, Information Technology, or related field
Core Responsibilities 1. ServiceNow Development & Customization Design, build, and maintain complex ServiceNow applications across ITSM, ITOM, SecOps, HRSD, and CSM modules. Develop and optimize advanced business rules, client scripts, script includes, UI actions, and Flow Designer automations. Lead the integration of ServiceNow with external systems using REST, SOAP, JDBC, and event-driven frameworks. Ensure all customizations follow best practices, performance guidelines, and are upgrade-safe. 2. AI/ML & GenAI Solution Engineering Implement ServiceNow’s Predictive Intelligence features (classification, clustering, similarity matching). Architect and develop Generative AI solutions leveraging ServiceNow’s GenAI capabilities (Virtual Agent enhancements, text summarization, knowledge article generation, and intent detection). Build custom ML pipelines and integrate external AI models (OpenAI, Azure OpenAI, AWS Bedrock, Hugging Face, etc.) into ServiceNow. Fine-tune and optimize models for domain-specific use cases (incident triage, change risk scoring, chatbot responses, performance analysis). Create governance frameworks for responsible AI adoption (bias checks, accuracy validation, audit trails). 3. Data & Analytics Design and maintain data pipelines between ServiceNow and AI/ML services. Ensure high-quality training data by curating, cleansing, and labeling ServiceNow records (incidents, requests, knowledge articles). Develop advanced Performance Analytics dashboards and AI-driven insights for platform KPIs. Monitor model performance and continuously retrain models for accuracy and relevance. 4. Technical Leadership & Collaboration Mentor junior developers and AI engineers in ServiceNow development and AI/ML integration best practices. Partner with business stakeholders, architects, and data scientists to define AI-driven use cases on the ServiceNow platform. Collaborate with UX designers to embed AI features into ServiceNow experiences (chatbots, agent workspace, portals). Act as the technical authority for AI/ML innovation in ServiceNow across the enterprise. 5. Governance, Security, & Compliance Ensure compliance with ServiceNow security best practices and enterprise security standards (encryption, data residency, GDPR). Implement AI explainability & transparency mechanisms for all ML/GenAI solutions deployed. Conduct regular reviews of model outputs and performance metrics for compliance and risk management. Define CI/CD pipelines for safe AI/ServiceNow deployment using DevOps practices. 6. Innovation & Continuous Improvement Research and evaluate emerging AI/ML capabilities within ServiceNow (Now Assist, AI Search, Virtual Agent, Agent Intelligence). Drive proofs-of-concept (PoCs) for new GenAI features and evaluate business impact. Identify opportunities for process automation, optimization, and intelligent decisioning across IT and business workflows. Advocate for innovation culture by sharing success stories, best practices, and reusable AI components.