Lead ServiceNow Developer
About the role
The Lead ServiceNow Developer will be responsible for managing how customer cases are received and processed on the ServiceNow platform, focusing on building multi-channel case intake and automating triage using Now Assist, AI Agents, Predictive Intelligence, and NLU. The role involves engineering on the Now Platform, including data modeling, security, integrations, performance, and upgrade readiness. Key responsibilities include case intake and management across various channels, developing case models and guided workflows, managing SLAs and OLAs, application development, experience layer customization, knowledge and catalog management, and ensuring platform security and operational quality. The position requires significant hands-on ServiceNow development experience, particularly with Customer Service Management, and relevant certifications.
Must have
- 4+ years hands-on ServiceNow development including 2+ years on Customer Service Management
- Production delivery of case management and multi-channel intake, not sandbox or proof-of-concept only.
- Experience building in Agent Workspace or UI Builder
- Certification: ServiceNow CSA required CIS–CSM strongly preferred
Nice to have
- Certified Application Developer CIS–Conversational Interfaces AI micro-certifications.
- Prompt engineering and LLM evaluation experience is plus
- Regulated-environment delivery
- DevOps for ServiceNow: Git integration, automated testing in pipelines, instance strategy and clone management..
Technologies
- Agentic AI
- DevOps
- Git
- LLM
- Prompt Engineering
- REST
- ServiceNow
- SSO
- Test Automation
Highlights
ServiceNow CSA certification is required, while CIS–CSM is strongly preferred. The role requires 5-7 years of work experience. Preferred qualifications include additional ServiceNow certifications, experience with prompt engineering and LLM evaluation, regulated-environment delivery, and DevOps practices for ServiceNow.
Jobs across Sri Lanka, watched for you.Colombo, Sri Lanka