Senior Developer - ServiceNow
About The Position
Eaton’s Corporate Information Technology team is seeking a Senior Developer to support the ServiceNow platform. The role may be based at an Eaton US IT hub in Beachwood, Ohio; Menomonee Falls, Wisconsin; Moon Township, Pennsylvania; Raleigh, North Carolina; or Houston, Texas. Candidates must live locally and be able to commute to one of these offices; relocation assistance is not available. Minimal travel of approximately 10% is expected. The Specialist - IT Senior Developer drives and supports design, DevOps, technical strategy, and delivery of solutions for strategically aligned projects, applying ServiceNow best practices and pattern standards as a subject matter expert. The role leads technical work across complex business sectors, designs secure and scalable architectures, translates functional needs into results aligned with customer expectations and IT governance, and defines and presents solutions to technology leaders and executives globally. It calls for strong IT process knowledge, technical acumen, business insight, and the ability to simplify complex technical solutions. Experience with Generative and Agentic AI is essential to advance automation, decision-making, and intelligent service delivery within the ServiceNow ecosystem. The position also leads technical solution design and delivery across global processes and functional organizations, supports shared technical environments and governance, and develops standards and foundational automation capabilities. It collaborates with architects, analysts, business and development teams, platform and support teams, and customers to deliver solutions and continuous improvement.
Requirements
- Bachelor’s degree from an accredited institution.
- At least 8 years of professional experience.
- At least 5 years of experience designing, developing, implementing, and administering ServiceNow applications.
- Knowledge of ServiceNow ITSM, Asset (HAM/SAM), Core Platform, Discovery, HRSD, SPM, CSDM, CMDB, ServiceNow scripting (Glide), ITIL, MID Servers, Flow Designer, IntegrationHub, and ATF.
- Knowledge of REST APIs, Oracle/SQL, Apigee, and Agile/Scrum.
- Strong programming and scripting experience with JDK, JSP, HTML, and JavaScript.
- Experience with REST interfaces and OAuth2/JWT security.
- Experience in process consulting, problem definition, and process design and detailing.
- Experience implementing ServiceNow upgrades.
- Ability to prepare technical specification documents and lead technical solution design based on engineering and business requirements related to ServiceNow.
- Hands-on experience with ServiceNow Generative AI capabilities, including Now Assist, Generative AI Controller, AI Search, Sensitive Data Handler, and EVAM configuration; ability to ground outputs in knowledge base, CSDM, and CMDB data and enforce data minimization.
- Experience configuring or extending Virtual Agent with GenAI and retrieval-augmented patterns over knowledge articles and records.
- Ability to design, orchestrate, and govern ServiceNow agents for use cases such as incident trend analysis, problem investigation, and next-best-action; implement supervisor/worker multi-agent patterns and instrument telemetry, guardrails, and safe fallbacks.
- Knowledge of AI governance and risk practices, including AI asset registration, approval routing, AI Governance/Control Tower controls, identity propagation, PII handling, SIEM audit logging, and regulatory mapping such as the EU AI Act and NIST AI RMF.
- Experience with ATF test automation, including GenAI-assisted test generation, and defining A/B tests and success metrics for AI features.
- Experience integrating LLM endpoints through GenAI Controller or IntegrationHub, such as Azure OpenAI, and securing secrets and proxies in line with enterprise guardrails.
- Must be local and commutable to one of the listed US IT hubs.
- Eaton will not provide employment immigration sponsorship or support for this position, including CPT, OPT, STEM OPT, F-1 to H-1B, H-1B cap registration, O-1, E-3, TN status, or I-485 job portability.
Nice To Haves
- At least 8 years of ServiceNow development experience.
- Experience working within a multinational, matrixed organization.
- A bachelor’s or advanced degree in a technical discipline such as computer science, mathematics, or engineering.
- Basic knowledge of SQL.
Responsibilities
- Drive technical delivery of solutions from initiation through development, validation, go-live, and user adoption.
- Collaborate with architects and functional analysts to ensure solution architectures align with overall strategy.
- Partner with platform, functional analyst, support, business, and development teams to deliver project results and value.
- Provide ServiceNow application expertise and architecture guidance across sectors.
- Define DevOps workflows and Agile practices for ServiceNow applications to improve team efficiency and proficiency.
- Work with customers and architects to establish processes and advance ServiceNow capabilities and usability while balancing strategic and customer needs.
- Provide local and global guidance and support, troubleshooting complex problems in a timely manner.
- Communicate status, priorities, timing, critical success measures, issues, and mitigation strategies to project, program, and organizational leaders.
- Oversee processes, standards, governance, and performance of shared structures and technical environments.
- Apply knowledge of Eaton’s technical platforms, applications, and tools.
- Drive projects with broad deployment scope, including sector and regional deployments, and drive decisions and deliverables within the team.
- Negotiate small- to moderate-scale vendor statements of work.
- Architect, design, and lead solutions for global processes across functional organizations.
- Create development standards and promote modular, reusable code.
- Contribute to policies, standard approaches, and techniques.
- Monitor industry automation trends and Eaton business needs; help select business cases and develop prototypes and proofs of concept.
- Identify process-design alternatives and develop foundational automation capabilities for development and support at Eaton.
- Collaborate with business and development teams to establish robust testing methodologies.
- Work within operational and performance metrics to drive continuous improvement.
- Build and govern ServiceNow agentic workflows, including remediation orchestration, observability, guardrails, and safe fallbacks.
- Apply AI governance and risk controls, including approval workflows, identity propagation, PII handling, audit logging, and regulatory mapping.
- Integrate LLM endpoints through GenAI Controller or IntegrationHub while securing secrets and proxies and following enterprise guardrails.
- Define tests and success measures for AI features, including quality, deflection, MTTR, and adoption.
Benefits
- Health and welfare benefits.
- Retirement benefits.
- Programs providing paid and unpaid time away from work.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
