ServiceNow Lead Engineer - AI

Why Us

NewRocket is the AI-first Elite ServiceNow Partner that activates real value on the Now Platform. As a trusted advisor to enterprise leaders, we combine industry expertise, human-centered design, and enterprise-grade AI to help organizations navigate change and scale with confidence.

With two decades of experience guiding clients to realize the full potential of the ServiceNow AI Platform, we are one of the largest pure-play ServiceNow partners, uniquely focused on enabling enterprises to adopt AI they trust—AI that delivers lasting business value.

We #GoBeyondWorkflows to create new kinds of experiences for our customers.

The Role

NewRocket is a global team made up of ServiceNow professionals who help our customers run and grow their ServiceNow environments. We are hiring a ServiceNow Lead Engineer - AI with strong ServiceNow development & implementation experience.

The Lead Engineer is responsible for leading, coaching, and mentoring Software Engineers while providing hands-on development and implementation of project professional services for customers. The Lead Engineer will implement and develop customizations based on functional and technical requirements using leading practices and internal code standards across complex professional services projects.

We will provide support and guidance to get you up to speed on some of the most amazing projects! We provide official ServiceNow training so you can achieve multiple certifications. We will set expectations for what success looks like. Then we will allow you to use your skills and experience to come up with innovative solutions to achieve customer goals.

We are #GoingBeyond. Come join our crew!

What You Will Be Doing

• As a ServiceNow Lead Engineer - AI, you will interface with end-users, IT teams, and key stakeholders to gather systems requirements.
• Design, develop, and deploy AI-driven applications and workflows on the ServiceNow platform.
• Integrate machine learning, natural language processing (NLP), and predictive analytics solutions into ServiceNow modules such as ITSM, ITOM, CSM, and HRSD.
• Lead and contribute to application development, including design, coding, debugging, testing, troubleshooting, and documenting systems.
• Write complete programming and perform testing and debugging of applications using current programming languages and techniques.
• Design custom or product-based solutions based on ServiceNow applications.
• Configure integrations between ServiceNow and other applications via REST/SOAP web services.
• Provide technical guidance and mentorship to Software Engineers and support the team in following ServiceNow development best practices and internal code standards.
• Reflect impact assessment rules within service maps and validate with technical SMEs and stakeholders.
• Participate in user acceptance testing of resulting maps, impact rules, and event management work.
• Promote update sets and data across applicable ServiceNow environments.
• Remediate production incidents that arise related to this scope.
• Collaborate with ServiceNow technical leads and other engineering teams to ensure a consistent development approach that does not break shared patterns.

What You Bring Along

• 8+ years’ experience supporting the implementation, administration, configuration, and/or development of ServiceNow in two or more capabilities, such as ITSM and ITOM.
• Strong experience with ServiceNow AI and automation capabilities, including Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist, leveraging AI-driven insights to improve service delivery and operational efficiency.
• Hands-on experience implementing and optimizing Now Assist features such as AI-powered case summarization, resolution recommendations, and conversational workflows.
• Strong hands-on ServiceNow development experience with the ability to provide technical guidance and mentorship to engineering teams.
• Experience with integration between ServiceNow and other systems/platforms using both MID Servers and cloud-to-cloud integrations.
• Experience working with Web Services Integration (SOAP, REST) and bi-directional, automated integrations between systems.
• Experience with Data Extraction Technologies such as JDBC, ODBC, or ETL integrations.
• Proven experience implementing ServiceNow CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and Workflows to meet business requirements.
• Experience in ServiceNow scripting, including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and server-side/client-side scripting.
• Ability to review technical solutions and code to ensure quality, scalability, and alignment with development standards.
• Ability to guide engineering teams through complex technical challenges and support successful project delivery.
• Thrive in strategic planning, technical coordination, and collaboration across people and resources.
• Adapts quickly in a fast-paced environment.

Education

• Bachelor’s or Master’s degree in Computer Science, Information Technology, AI/ML, or related field.

Certifications & Knowledge

The candidate must be willing and able to continue their education within the ServiceNow platform and beyond. It is expected that the candidate will be able to complete ServiceNow competency Certifications as well as Module Accreditations.

Preferred Certifications:

• ITIL Foundation
• ServiceNow CSA and CAD

We Take Care of Our People

NewRocket is committed to a diverse and inclusive workplace. We value and celebrate diversity, believing that every employee matters and should be respected and heard.

We are proud to be an equal opportunity workplace and affirmative action employer, committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin, or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, citizenship, military, or Veteran status.

For individuals with disabilities who would like to request an accommodation, please contact hr.in@newrocket.com.