ServiceNow ITSM Developer
Jones Lang LaSalle Incorporated24 hours ago
Guadalajara, MexicoSenior
Responsibilities
- Configure and extend Incident Management, Problem Management, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management modules.
- Develop Business Rules, Client Scripts, UI Policies, UI Actions, Flow Designer flows, and Integration Hub flows for automation, routing, escalation, and approvals.
- Build Service Portal pages, widgets, record producers, order guides, knowledge workflows, and self-service experiences.
- Develop REST and SOAP integrations between ServiceNow and internal or third-party systems.
- Manage update sets and code promotion across development, test, and production environments.
- Implement ServiceNow AI agent and Now Assist capabilities for incident triage, summarization, recommendations, and conversational self-service.
- Monitor platform performance, troubleshoot ITSM issues, follow engineering standards, and contribute to reviews and knowledge sharing.
Requirements
- 6+ years of overall IT or software-development experience, including 4+ years of hands-on ServiceNow development.
- 3+ years of hands-on configuration and development across the core ITSM modules listed in the posting.
- Experience with JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, Flow Designer, Integration Hub, and REST/SOAP integrations.
- Working knowledge of ServiceNow platform architecture, application scopes, plugins, and upgrade processes.
- Ability to build and extend web-application front ends as well as back-end scripts; configuration-only experience is insufficient.
- 5+ years of ITSM experience in a large, matrixed enterprise with working fluency in ITIL 4 practices.
- Demonstrated hands-on experience applying AI or agentic AI to modernize ITSM beyond a pilot or proof of concept.
- Strong judgment applying ITSM/ITIL practices and governance to business requirements, risk profiles, and enterprise environments.
- Strong stakeholder communication, technical documentation, and business-process translation skills.
- Experience in a large, multi-vendor, Fortune 200-scale environment is required; nearshore or distributed-team experience is a plus.
- ServiceNow Certified System Administrator, Certified Application Developer, and Certified Implementation Specialist – IT Service Management certifications are strongly preferred.
- ITIL 4 Foundation, ServiceNow Certified Technical Architect, or another advanced certification is preferred.
Benefits
- On-site position in Jalisco, Mexico.
- JLL is an equal opportunity employer and provides reasonable accommodations for applicants with disabilities.
Tech Stack
JavaScriptSOAP
Categories
About Jones Lang LaSalle Incorporated
JLL is a global commercial real estate services and investment management firm serving occupiers and investors. It provides property and facilities management, leasing and tenant representation, capital markets, project and development services, workplace strategy, sustainability, and real estate technology and analytics, with a fee- and commission-based advisory, outsourcing, transaction, and management-fee model. Headquartered in Chicago, it is a public company listed on the NYSE (JLL).