Servicenow Developer

ServiceNow Developer

Zoom's Customer Experience (CX) Systems Engineering team is looking for an experienced and highly technical ServiceNow Developer. You will have deep expertise in the Customer Service Management (CSM) module to design, develop, and maintain advanced workflows, integrations, and solutions. The ideal candidate will have a solid understanding of the ServiceNow platform architecture. You will be well-versed in customizing and extending CSM capabilities to meet complex enterprise requirements. This position requires a highly driven self-starter with a "can-do" attitude who will take ownership of projects to deliver measurable value to key business stakeholders.

Zoom's Customer Experience (CX) Systems Engineering team is responsible for designing, implementing, and maintaining platforms that enable efficient customer support through both virtual and live agent channels. This includes ownership of omni-channel contact center solutions (Zoom Contact Center), support ticketing systems (ServiceNow), and customer service automation platforms.

Responsibilities

ServiceNow Platform Development

• Design and maintain solutions in CSM and Knowledge Management modules, including case lifecycle customizations, SLAs, playbooks, Widgets, and ServicePortals.
• Implement and manage Business Rules, ACLs, UI Policies, and other platform logic.

AI, Automation & Integration

• Configure Now Assist for CSM, implementing AI Skills (classification, prediction, similarity, summarization) into service workflows.
• Develop REST/SOAP integrations with external platforms (e.g., Zoom Contact Center, Salesforce) using IntegrationHub, MID Servers, and Scoped Apps.

Governance & Performance

• Follow ServiceNow development best practices, using Update Sets, Scoped Applications, Git, and ATF.
• Monitor and optimize platform performance using script includes, asynchronous processing, and Performance Analytics.

What We're Looking For

• Have a Bachelor in Computer Science, Information Technology, or a related field.
• 7+ years of hands-on ServiceNow development, including 2+ years in CSM.
• Have expertise in JavaScript, Glide API, Flow Designer, Business Rules, and CSM-specific scripting.
• Have experience with Integration Hub, MID Server, AI/ML capabilities, and external API integrations.
• Have familiarity with Configurable Workspace, UI Builder, Playbooks, DevOps practices, and ATF.
• Have programming language skills: NodeJS, Java, SQL. GenAI Fundamentals, Prompt Engineering, Context Engineering, BOT Integrations.
• Have GRC, CMDB/Discovery/HW & SW Asset Management experience and ITSM (Service Portal, Service Catalog, Incident, Problem, Change).

Our structured hybrid approach is centered around our offices and remote work environments. The work style of each role, Hybrid, Remote, or In-Person is indicated in the job description/posting.

As part of our award-winning workplace culture and commitment to delivering happiness, our benefits program offers a variety of perks, benefits, and options to help employees maintain their physical, mental, emotional, and financial health; support work-life balance; and contribute to their community in meaningful ways. Click Learn for more information.

Zoomies help people stay connected so they can get more done together. We set out to build the best collaboration platform for the enterprise, and today help people communicate better with products like Zoom Contact Center, Zoom Phone, Zoom Events, Zoom Apps, Zoom Rooms, and Zoom Webinars. We're problem-solvers, working at a fast pace to design solutions with our customers and users in mind. Find room to grow with opportunities to stretch your skills and advance your career in a collaborative, growth-focused environment.

At Zoom, we believe great work happens when people feel supported and empowered. We're committed to fair hiring practices that ensure every candidate is evaluated based on skills, experience, and potential. If you require an accommodation during the hiring process, let us know—we're here to support you at every step.