Sr. ServiceNow Developer

Zoom • San Jose, CA

3d • Hybrid

About The Position

Zoom's Customer experience (CX) Systems Engineering team seeks an experienced and highly technical ServiceNow Developer with deep platform expertise to design, develop, and maintain advanced workflows, integrations, and custom solutions. The ideal candidate will demonstrate a solid understanding of ServiceNow platform architecture and proven ability to customize and extend platform capabilities to meet complex enterprise requirements. About the Team Zoom's Customer experience (CX) Systems Engineering team is responsible for designing, implementing, and maintaining platforms that enable efficient customer support through both AI and human agents. This includes ownership of omni-channel contact center solutions (Zoom Contact Center), support ticketing systems (ServiceNow), and customer service automation platforms.

Requirements

• Have a Bachelor's in Computer Science, Information Technology, or a related technical field
• Have 7+ years of hands-on ServiceNow development experience with proven track record of delivering enterprise solutions
• Own solid expertise in JavaScript, Glide API, Flow Designer, Business Rules, and ServiceNow scripting best practices
• Be a ServiceNow Certified Application Developer and/or ServiceNow Certified System Administrator

Responsibilities

• Driving a deep Customer Service Management expertise to engineer high-scale case, SLA, knowledge, and omnichannel support workflows.
• Designing and building robust solutions across CSM, Flow Designer, Integration Hub, Script Includes, Business Rules, ACLs, Workspaces, portals, and event-driven automations
• Owning complex integrations across CRM, identity, and enterprise systems using REST, SOAP, webhooks, and data orchestration patterns.
• Building ServiceNow AI solutions using Now Assist, prompt orchestration, AI-powered agent experiences, and agentic workflows that automate triage, resolution, and next-best action

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1,001-5,000 employees