Senior ServiceNow ITSM Developer Consultant

Senior ServiceNow ITSM Developer Consultant

(Job Opening No. 286411, Deadline to apply- 01 November 2026)

Job Responsibilities – Brief Description

The ServiceNow ITSM and AI Automation Technical Consultant will support the Office of Investment Management (OIM) of the United Nations Joint Staff Pension Fund (UNJSPF) in developing, implementing, and enhancing ServiceNow IT Service Management (ITSM), workflow automation, Virtual Agent, and AI-enabled service solutions. The consultant reports directly to the Platforms Team Lead within the Information Systems Section and will provide hands-on technical development, integration, testing, and deployment services to strengthen IT service delivery, operational efficiency, and self-service capabilities. Key responsibilities include:

• Design, configure, develop, and enhance ServiceNow ITSM applications, including Incident Management, Request Management, Change Management, Major Incident Management, Service Catalog, and Knowledge Management.
• Develop and maintain ServiceNow workflows and automation solutions, including Flow Designer, Business Rules, Client Scripts, UI Policies, forms, notifications, and integrations to support operational requirements.
• Conduct a technical assessment of existing ServiceNow configurations, identify dependencies and risks, and prepare a structured technical development plan, solution design, and implementation backlog aligned with OIM priorities.
• Design and implement an automated invoice intake solution, configuring email-based invoice capture, invoice records, data mapping, error handling, and logging within ServiceNow.
• Develop invoice matching and approval workflows to match invoices with Vendor Purchase Orders and Contracts, automate assignment to appropriate payment-processing groups, and establish notifications, exception handling, and audit history.
• Conduct system testing, troubleshoot and resolve technical defects, and deploy approved invoice-processing automation solutions, ensuring appropriate documentation and operational handover.
• Configure and enhance ServiceNow Virtual Agent, Knowledge Assist, AI Search, and AI Agents to strengthen self-service capabilities and improve the accessibility of organizational knowledge.
• Develop automated and conversational workflows leveraging Generative AI, Predictive Intelligence, and ServiceNow AI capabilities to improve service delivery and operational efficiency.
• Implement and test approved autonomous Virtual Agent use cases, including password reset and network-status inquiries, ensuring appropriate routing, exception handling, security, and access controls.
• Develop and support ServiceNow integrations with enterprise applications and platforms, applying secure integration practices and maintaining reliable data exchange.
• Perform technical testing, monitoring, and continuous refinement of ServiceNow ITSM and AI-enabled solutions to ensure accuracy, reliability, usability, and alignment with approved business requirements.
• Prepare comprehensive technical documentation, configuration guides, deployment records, source code documentation, and knowledge-transfer materials, supporting the successful transition of implemented solutions to OIM's internal ServiceNow team.

Required Qualifications, Capabilities, and Skills

Applicants must clearly address the following criteria in their application:

• Advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics or related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree.
• A minimum of seven years of progressively responsible experience in planning, design, development, implementation and maintenance of computer information systems or related area is required.
• The candidate must possess a minimum of five years of hands-on experience designing, developing, implementing, and supporting ServiceNow ITSM solutions, including Incident Management, Request Management, Major Incident Management, Knowledge Management, Service Catalog, Virtual Agent, or Mobile capabilities in enterprise environments.
• The candidate must demonstrate strong proficiency in ServiceNow platform development, including scripting, workflow automation, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, Access Controls (ACLs), Notifications, Service Catalog development, and platform configuration best practices.
• The candidate must have proven experience developing and supporting integrations using REST APIs, Integration Hub, MID Servers, Data Sources, Import Sets, Transform Maps, and other ServiceNow integration technologies, including secure integrations between ServiceNow and enterprise platforms such as Microsoft 365 or SharePoint.
• The candidate must have practical experience implementing and configuring ServiceNow AI and automation capabilities, including Virtual Agent, AI Search, Knowledge Assist, AI Agents, Predictive Intelligence, Generative AI, and AI-assisted workflow automation to improve service delivery and operational efficiency.
• Possession of ServiceNow professional certifications, including Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS-ITSM), or certifications in related ServiceNow products, is highly desirable.
• Relevant current ServiceNow micro-certifications, accreditations, or learning credentials in Virtual Agent, Now Assist for ITSM, AI Search, AI Agents, or related ServiceNow AI and automation capabilities are desirable.
• Experience working within Agile, Scrum, Waterfall, or hybrid project delivery methodologies, including participation in solution design, testing, deployment, release management, and continuous improvement initiatives, is desirable.
• Certification in ITIL 4 Foundation, together with a strong understanding of ITIL best practices, ITSM governance, service operations, continual improvement, and performance measurement, is desirable.

Benefits

This consultancy offers:

• The opportunity to contribute to ServiceNow ITSM modernization, workflow automation, and AI-enabled service delivery within the Office of Investment Management of the United Nations Joint Staff Pension Fund.
• Experience developing and implementing ServiceNow Virtual Agent, AI Search, Knowledge Assist, Generative AI, and autonomous workflow solutions within a global investment organization managing a $100+ billion investment portfolio.
• Exposure to enterprise ITSM applications, automated invoice processing, system integrations, conversational AI, and digital service transformation.
• The opportunity to collaborate with technology professionals and cross-functional stakeholders to improve operational efficiency, strengthen self-service capabilities, and advance OIM's technology solutions.
• Work within a collaborative, multicultural, and mission-driven international environment, with opportunities for technical knowledge-sharing and professional development.

Work Location: New York; Hybrid

Expected Duration: 6 months.

Total Remuneration: USD 7,300 – 10,500 (monthly)