Sr. ServiceNow Conversational Developer

SAS•Cary HQ, NC

9d•Hybrid

About The Position

The Technical Support Applications & Data team builds and maintains the systems and data that power SAS’s customer support experience. We design intelligent, connected platforms that enable AI-driven engagement, helping customers get the right help—at the right time—with minimal effort. As SAS advances its use of ServiceNow CSM and AI-powered digital experiences, this role will be at the forefront of developing conversational interfaces and AI integrations that transform how internal teams and customers interact with our services. The Sr. ServiceNow Conversational Developer will design, develop, and deploy intelligent conversational experiences within ServiceNow. This role blends conversational design, AI skill development, and ServiceNow configuration expertise to create intuitive, context-aware digital experiences for SAS employees and customers. You’ll collaborate with product managers, UX designers, and AI engineers to define, build, and optimize conversational journeys across ServiceNow, leveraging Virtual Agent, Flow Designer, Now Assist, and related technologies to deliver seamless and natural support interactions.

Requirements

Bachelor’s degree in Computer Science, Information Systems, or related field—or equivalent work experience.
At least 8 years of experience in a Professional Software Development Role
3+ years of experience developing on the ServiceNow platform, including configuration, scripting, and integrations.
Demonstrated experience designing and deploying conversational interfaces using ServiceNow Virtual Agent or comparable conversational AI frameworks.
Strong understanding of conversational design principles, including dialogue flow, context management, and intent handling.
Experience with JavaScript, JSON, REST APIs, and Flow Designer.
Ability to work in a collaborative, cross-functional environment and translate business requirements into conversational experiences.
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Nice To Haves

Decision Making : Identifying and understanding problems and opportunities by gathering, analyzing, and interpreting quantitative and qualitative information; choosing the best course of action by establishing clear decision criteria
Technology Savy : Leveraging one’s practical knowledge and understanding of recent technology tools, solutions, and trends to improve work results, solve work problems, and take advantage of new business opportunities
Collaborating : Working cooperatively with others to help a team or work group achieve its goals.
ServiceNow Certified Application Developer (CAD) or related certifications including certifications specific to Virtual Agent, Conversational Interfaces, and NowAssist
Familiarity with Microsoft Copilot, Graph Connectors, or plugin development for Microsoft 365 integrations.
Experience with UX/UI design or front-end development (e.g., Figma, React, Service Portal/Now Experience UI).
Experience integrating AI and NLP models into customer-facing workflows (Azure OpenAI, ServiceNow GenAI Controller, etc.).
Understanding of ServiceNow CSDM and CSM data models.

Responsibilities

Design, develop, and deploy ServiceNow conversational interfaces using Virtual Agent Designer, Topics, and Now Assist.
Build AI skills and conversation flows tailored for Technical Support use cases (case management, self-service, knowledge, and entitlements).
Collaborate with UX and product teams to define conversation architecture, tone, and success metrics.
Implement conversational analytics and continuous optimization loops to improve understanding, containment, and satisfaction rates.
Develop and maintain secure integrations with SAS systems and data sources that support conversational and AI-driven workflows.
Partner with ServiceNow platform engineers and data teams to operationalize conversational AI features at scale.
Stay current with ServiceNow Now Assist, Generative AI Controller, and other platform capabilities to identify opportunities for innovation
Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Benefits

Comprehensive medical, prescription, dental and vision plans.
Medical plan options include: PPO with low annual deductible and copays. HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center). Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
An industry-leading 401k plan.
Tuition Assistance Program and programs and resources to support your development
Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
Volunteer Time Off, parental leave and unlimited paid sick days.
Generous childcare benefits for all full-time employees.

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