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SAS · 1 day ago

Sr. ServiceNow Conversational Developer

Cary, NC

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

SAS is a leader in data and AI, inspiring customers worldwide to transform data into intelligence. The Sr. ServiceNow Conversational Developer will design, develop, and deploy intelligent conversational experiences within ServiceNow, collaborating with various teams to optimize support interactions.

AnalyticsData GovernanceData ManagementEnterprise SoftwarePredictive AnalyticsSoftware

Culture & Values

No H1B

U.S. Citizen Only

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

Qualification

ServiceNow developmentConversational designAI integrationJavaScriptREST APIsServiceNow Certified Application DeveloperTechnology savvyUX/UI designCollaborationDecision making

Required

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

Preferred

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

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.