Senior ServiceNow HRSD & Conversational AI Developer

Job Title: Senior ServiceNow HRSD & Conversational AI Developer

Level:

Responsibilities and Impact:

• Design, configure, and customize

  ServiceNow applications

  using

  Business Rules, Script Includes, Client Scripts, UI Policies, and Catalog UI Scripts

  .
• Utilize

  Flow Designer

  and

  Workflow Editor

  for automation and process orchestration.
• Develop

  Scoped Applications

  and reusable components that follow

  ServiceNow best practices

  .
• Maintain

  system performance

  , query optimization, and efficient script execution.
• Build

  role-based access (ACLs)

  for

  HR data privacy and security

  .
• Implement and enhance

  HR Case Management, HR Knowledge, HR Lifecycle Events, and Employee Document Management

  .
• Configure

  HR Profiles, HR Templates, and Case Forms

  to match HR processes (

  onboarding, offboarding, payroll, leave, benefits

  ).
• Build

  HR Service Catalog items

  with guided forms, approval flows, and fulfillment tasks.
• Implement

  document generation

  and

  e-signature integrations

  (

  DocuSign, Adobe Sign

  ).
• Configure and extend

  Agent Chat

  for HR service delivery, enabling seamless live HR interactions.
• Design and implement

  Virtual Agent topics

  for common HR inquiries, integrated with HR cases and knowledge articles.
• Configure

  Advanced Work Assignment (AWA)

  for routing chat requests to the right HR agents based on

  skills, availability, and capacity

  .
• Personalize

  Employee Center / Service Portal

  to support

  chat, case deflection, and HR self-service

  .
• Develop

  custom portal widgets

  using

  AngularJS, HTML, CSS, and ServiceNow APIs

  to enhance user experience.
• Leverage

  Flow Designer

  to automate HR case lifecycle events, document generation, and notifications.
• Create

  subflows, reusable actions, and spokes

  for HR processes and integrations.
• Transition legacy

  Workflows

  into

  Flow Designer

  where applicable.
• Integrate

  Flow Designer

  with

  IntegrationHub

  for orchestrating end-to-end HR processes.
• Develop and maintain

  real-time and batch integrations

  between

  ServiceNow HRSD

  and external HR systems (

  Workday, Payroll, Identity Systems

  ).
• Build

  IntegrationHub Spokes

  and actions for seamless HR process automation.
• Implement

  REST/SOAP APIs, JDBC, and File-based integrations

  as per business needs.
• Ensure secure and compliant handling of

  PII data exchange

  during integrations.

• Leverage ServiceNow Now Assist (GenAI)

  to enhance

  HR case deflection, knowledge article generation, and conversational search

  .
• Configure and extend

  Virtual Agent with Generative AI

  to deliver

  natural language HR query resolution

  integrated with

  HR Knowledge and HR Cases

  .
• Integrate with

  third-party AI solutions

  (e.g.,

  Moveworks, Microsoft Copilot, enterprise AI chatbots

  ) to provide a

  unified HR support experience

  .
• Implement

  Predictive Intelligence

  for

  case categorization, assignment, and sentiment analysis

  to proactively improve HR service quality.
• Enable

  AI-powered Agent Assist

  within

  HR Agent Workspace

  for

  knowledge suggestions, case summarization, and automated responses

  .

What Were Looking For:

Basic Required Qualifications:

• Bachelors degree in

  Computer Science, Information Systems, or Engineering

  , or equivalent work experience.

• Certified CAD

  and

  CIS-HRSD

  .

• 5–7 years’ experience

  in

  ServiceNow configuration, development, and management

  .
• Hands-on experience launching and managing

  HRSD

  and

  Integration services

  .
• Mentor team members proactively, cultivating a

  collaborative and growth-focused atmosphere

  .
• Offer guidance and support for

  professional development and technical expertise

  .
• Lead initiatives to

  improve service delivery and operational efficiency

  while working with stakeholders to define requirements, suggest solutions, and drive implementation.
• Demonstrable experience piloting and driving

  new modules and functionality

  .
• Strong

  ServiceNow development and scripting skills

  in

  JavaScript

  .
• Experience using

  ServiceNow Glide JavaScript libraries

  .
• Experience with

  custom layouts

  using

  AngularJS

  .
• Demonstrable experience in

  Scoped Application Development

  .
• Ability to take initiative without explicit direction.
• Strong

  interpersonal skills

  with the ability to work effectively in a

  cross-functional and multi-national team

  .
• Proven ability to work

  independently

  and in a

  fast-paced, dynamic environment

  .
• Excellent

  problem-solving skills

  and

  attention to detail

  .
• Experience in

  integrating third-party applications

  with ServiceNow.
• Experience with

  ServiceNow Now Assist for HRSD, Virtual Agent with Generative AI, and Predictive Intelligence

  .
• Hands-on exposure to

  Generative AI APIs

  (

  OpenAI, Microsoft Azure OpenAI, Anthropic

  ) for extending

  ServiceNow capabilities

  .
• Understanding of

  AI governance, data security, and compliance

  when handling

  HR/PII data

  with AI tools.
• Proven ability to evaluate

  AI-driven solutions

  and provide recommendations for adoption within

  HR service delivery

  .

Additional Preferred Qualifications:

• Experience with

  ServiceNow upgrades

  , ITSM, and

  AI modules

  with end-to-end deployment of code.
• Strong

  communication skills

  to articulate challenges, blockers, and queries to stakeholders.
• Demonstrable experience in

  Scoped Application Development

  .
• Ability to work effectively in

  cross-functional and multi-national teams

  , with a preference for

  1–10 PM IST window

  .
• Certifications like

  ITIL

  or

  CIS-ITSM

  .
• Familiarity with

  Moveworks AI platform

  or similar

  conversational AI assistants

  .
• Exposure to

  Generative AI APIs

  (

  OpenAI, Microsoft Azure OpenAI, Anthropic

  ) for extending

  ServiceNow capabilities

  .

The Team:

ServiceNow team at S&P Global