[Remote,Freelancer] Senior/Expert Service Now

Skill Area 1: ServiceNow Integration Engineer (Azure Handshake)

This role owns the ServiceNow side of integration with Azure. They do not build AI models,

but they ensure ServiceNow communicates with Azure in a reliable, governable, and

extensible way. This role is the direct counterpart to the Azure engineer.

• Design REST Message / IntegrationHub patterns (request, callback, async)

• Generate JSON payloads from ServiceNow tickets and workflows

• Send data to Azure endpoints and receive structured responses back

• Coordinate with Azure engineer on endpoint contracts, required fields, and response

structure

• Implement retry, timeout, error handling, and logging on the ServiceNow side

• Ensure ServiceNow workflows correctly wait for, resume, or branch based on Azure

responses

Required Skills:

• ServiceNow IntegrationHub / REST Messages

• Strong server-side JavaScript (Script Includes, Business Rules)

• JSON schema design and validation

• Advanced Flow Designer (async patterns)

• Working English for technical coordination

Skill Area 2: ServiceNow Workflow & Ticketing Engineer

This role builds the core workflow and ticketing engine inside ServiceNow. It covers both

AI-assisted and non-AI workflows and ensures the system behaves correctly across longrunning, real-world processes.

• Define end-to-end ticket lifecycle (e.g. New → Verified → Drafted → Review → Submit →

STP → Closed)

• Build Flow Designer orchestration with logic kept out of flows where appropriate

• Implement exception paths (on-hold, reassign, supervisor takeover)

• Support coexistence of AI-assisted and manual workflows

• Ensure workflows are extensible for additional workflow types and subsidiaries

Required Skills:

• Advanced Flow Designer

• Workflow state modeling

• Script Includes + Business Rules patterns

• Experience with long-running and async processes

• Enterprise workflow design mindset (not ITSM-only)

Skill Area 3: ServiceNow App Engine / Data Model Engineer

This role is responsible for building the actual ServiceNow application using App Engine

best practices. It ensures the solution is maintainable, scalable, and designed for long-term

growth beyond the POC.

• Develop scoped ServiceNow applications

• Design custom tables (tickets, decision tables, reference tables)

• Implement Script Includes and Business Rules for business logic

• Enforce separation between configuration, logic, and orchestration

• Support future expansion (new workflows, agents, group companies)

Required Skills:

• ServiceNow App Engine (scoped apps)

• Data modeling in ServiceNow

• Server-side JavaScript

• Update Sets / application versioning

• Production-grade ServiceNow development experience

Skill Area 4: ServiceNow UI & Workspace Engineer

This role focuses on the operator, supervisor, and verifier experience. The UI requirements

in this program go beyond standard ITSM forms and require custom interaction patterns.

• Build custom operator and supervisor screens (Java Script)

• Integrate AI status, confidence, and error indicators into the UI

• Invoke backend actions (verify, submit, reprocess) that trigger Azure integrations

• Support document preview, side-by-side comparison, and edit history

• Ensure usability for high-volume operational users

Required Skills:

• ServiceNow UI Builder / Workspace

• Client Scripts and UI Macros

• JavaScript for UI-level logic

• Understanding of backend-to-UI integration

• Operational UX experience