Job Specifications
Job Title: ServiceNow Developer
6-month contract | 4 days/week in Vancouver or Victoria, BC | Must hold a valid Canadian Work Visa
Our client’s Technology department serves as a strategic partner to business units, enabling core operational processes and long-term digital innovation. The team is responsible for delivering foundational infrastructure, enterprise systems, business applications, and advanced technology solutions that support front, middle, and back-office functions.
They are seeking an experienced ServiceNow Developer to join their ITSM team. This role is hands-on and focused on enhancing and expanding the organization’s ServiceNow environment, with emphasis on ITOM, CMDB optimization, Virtual Agent modernization, workflow automation, and third-party system integrations.
The successful candidate will collaborate with cross-functional technology teams and business stakeholders to design, configure, test, and deliver ServiceNow solutions that improve operational efficiency, asset visibility, governance, and end-user experience.
Responsibilities:
CMDB & ITOM
Configure and maintain the ServiceNow CMDB, including CI class design, normalization, and reconciliation rules.
Support ITOM Discovery implementation and integration with CMDB to enable automated asset population and lifecycle tracking.
Evaluate and implement RFID integration for automated hardware asset data capture.
Ensure accurate lifecycle/EOL tracking for servers, desktops, laptops, mobile devices, VMs, and meeting room equipment.
Virtual Agent Modernization
Design, develop, and optimize Virtual Agent conversation flows.
Lead migration from custom NLU-based Virtual Agent to LLM-based conversational AI.
Troubleshoot and repair broken or underperforming conversation flows.
Improve self-service accuracy and increase deflection rates.
Performance Analytics & Reporting
Design and deliver Performance Analytics KPI dashboards for business and technology teams.
Build automated data collection jobs, scorecards, and reporting frameworks.
Integrations & Automation
Build and maintain integrations with third-party platforms (e.g., JIRA, Microsoft, Absolute Software) using REST APIs, Integration Hub, and MID Server.
Develop automated license reclamation workflows, including inactivity detection, HR-triggered termination sync, and exception handling.
Enhance business process workflows for onboarding, offboarding, and contractor lifecycle events in coordination with identity governance initiatives.
Documentation & Governance
Produce comprehensive technical documentation for configurations, integrations, workflows, and delivered solutions.
Ensure alignment with ITSM best practices and enterprise governance standards.
Qualifications:
Required
7+ years of hands-on ServiceNow development and configuration experience in production environments.
Demonstrated expertise implementing and managing ServiceNow CMDB, including CI data model design, normalization, and reconciliation.
Strong hands-on experience with ServiceNow ITOM, including Discovery and asset lifecycle management.
Proven experience developing and maintaining Virtual Agent conversation flows.
Minimum 2 years of experience with ServiceNow Performance Analytics, including KPI dashboards and automated reporting.
Experience building integrations using REST APIs, Integration Hub, or MID Server.
Proficiency in ServiceNow scripting (Business Rules, Script Includes, Flow Designer).
Strong knowledge of ITSM processes (Incident, Change, Problem, Asset, Request Management).
Ability to manage multiple workstreams independently and communicate effectively with technical and business stakeholders.
Preferred
Experience with LLM-based or generative AI Virtual Agent implementations.
Experience integrating ServiceNow with JIRA, Workday, Absolute Software, or similar enterprise platforms.
Familiarity with automated software license management and reclamation workflows.
Knowledge of Identity Governance & Administration (IGA) integrations with ServiceNow.
Experience integrating RFID or external asset tracking systems into CMDB.
ServiceNow certifications (CSA, CAD).
Experience working in financial services, investment management, or regulated enterprise environments.
Key Deliverables:
CMDB & Asset Management: Fully configured CI records across hardware categories with accurate lifecycle data; RFID integration implemented where applicable.
Virtual Agent: Migration to LLM-based Virtual Agent completed; priority conversation flows repaired; measurable increase in deflection rate.
System Integrations: Bi-directional integrations delivered for key third-party platforms.
KPI Dashboards: Performance Analytics dashboards live and validated across agreed teams.
IGA Integration: ServiceNow workflows aligned and validated with identity governance initiatives.
License Reclamation: Automated workflow operational and measurable.
Documentation: Complete technical documentation provided for all delivered solutions.