Three key qualifications are necessary to be successful in this role: (1) strong automation and development skill, including coding ability for web applications, to configure and extend ServiceNow's core ITSM modules; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven track record of using AI and agentic AI to modernize IT Service Management; and (3) critical thinking — the ability to apply ITSM/ITIL best practices and standards appropriately to JLL's business rather than adopting them by rote.
Key Responsibilities
Incident & Problem Management Development
Configure and extend Incident Management — lifecycle, assignment and routing rules, major incident workflows, and SLA definitions — to match JLL's ITIL 4 practice.
Configure and extend Problem Management, including the known-error database and root-cause workflows, to support proactive problem identification.
Build and maintain Business Rules, Client Scripts, UI Policies, and Flow Designer flows that automate triage, categorization, assignment, and escalation.
Partner with the CMDB Product Owner to use accurate CI relationships and impact data in incident and major-incident triage.
Change Enablement & Release Workflow Development
Configure and extend Change Enablement — normal, standard, and emergency change types, risk assessment, approval workflows, and CAB scheduling — aligned to ITIL 4 practice and JLL's change-freeze and blackout policies.
Build automated risk-scoring and approval-routing logic that uses CMDB dependency data to assess change impact.
Partner with the Change Enablement Process Owner to translate policy and governance requirements into platform configuration.
Request Fulfillment, Service Catalog & Knowledge Development
Design and build Service Catalog items, record producers, and order guides; configure Request Fulfillment workflows and approval routing.
Build and maintain Knowledge Management configuration — article workflows, feedback, and knowledge-in-context — to support self-service and agent efficiency.
Build tailored Service Portal pages, widgets, and user experiences for request fulfillment and knowledge self-service.
Automation, Scripting & Integration Development
Develop Business Rules, Client Scripts, UI Policies, UI Actions, and Flow Designer / Integration Hub flows across the core ITSM modules to reduce manual processing.
Build and maintain integrations between core ITSM modules and third-party or internal systems (e.g., monitoring, HR, telephony/chat) via REST/SOAP APIs.
Manage update sets and code promotion from development through test and production, following ESM's release and change-management process.
AI & Agentic Automation in Core ITSM
Implement ServiceNow's native AI agent and Now Assist capabilities for ITSM (for example, automated incident triage and summarization, resolution recommendations, and conversational self-service for routine requests), applying guardrails and human-in-the-loop review appropriate to the risk of each use case.
Partner with the ITSM Engineering Manager on where agentic action is appropriate for incident and request handling and where it requires human review.
Standards, Governance & Continuous Improvement
Apply ITIL 4 service-management practice pragmatically to JLL's specific scale, tooling, and risk profile rather than by rote.
Follow ESM's engineering standards (SDLC, source control, testing, documentation) and contribute to code review and knowledge-sharing across the ITSM development team.
Monitor system performance, troubleshoot platform issues affecting core ITSM modules, and identify continuous-improvement opportunities in automation coverage and self-service deflection.
Required Experience & Certifications
Automation & Development Skills
6+ years of overall IT / software development experience, including 4+ years of hands-on ServiceNow development (JavaScript, Glide APIs, Business Rules, Client Scripts, UI Policies, Flow Designer, and Integration Hub).
3+ years of direct, hands-on configuration and development experience across core ITSM modules — Incident, Problem, Change Enablement, Request Fulfillment, Service Catalog, and Knowledge Management.
Experience building REST/SOAP integrations between ServiceNow and third-party or internal systems.
Working knowledge of ServiceNow platform architecture — application scopes, plugins, and upgrade processes — sufficient to develop and maintain ITSM customizations safely across releases.
Coding skill sufficient to build and extend web application front ends (e.g., Service Portal widgets and pages) as well as back-end scripting — configuration-only experience is not sufficient for this role.
ITSM/ITIL Expertise & AI-Driven Modernization Track Record
5+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practice across Incident, Problem, Change Enablement, Request Fulfillment, and Knowledge Management.
A demonstrable, hands-on record of applying AI or agentic AI to modernize an ITSM practice — not just a pilot or proof of concept.
Critical Thinking & Standards Application
Demonstrated judgment applying ITSM/ITIL best practices and governance standards to JLL's actual environment and risk profile, rather than implementing vendor guidance by rote.
Strong stakeholder communication skills; comfortable translating technical ITSM concepts for business and IT audiences and documenting business-process requirements.
Experience operating in a large, multi-vendor, Fortune 200-scale environment; experience delivering as part of a nearshore or distributed team is a plus.
Certifications
ServiceNow Certified System Administrator (CSA) — strongly preferred.
ServiceNow Certified Application Developer (CAD) — strongly preferred.
ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) — strongly preferred.
ITIL 4 Foundation — preferred.
ServiceNow Certified Technical Architect (CTA) or other advanced certification — preferred.
Location
On-site –Jalisco,MEX
If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!
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