Lead ServiceNow Developer - AIOps and ITOM

We currently have a career opportunity for a Lead ServiceNow Developer to join our team.

As a ServiceNow Lead Technical Consultant, you will participate in all aspects of the software development lifecycle including estimating, technical design, implementation, documentation, testing, deployment, and support of applications developed for our clients. You will work closely with solution architects and developers to translate business requirements, wireframes, and creative designs into functional and technical solutions.

In this role, you will also play a key part in IT Service Management (ITSM) and IT Operations Management (ITOM) transformation initiatives, leveraging modern observability, AIOps, and automation capabilities to drive operational efficiency and business value.

Perficient is always looking for the best and brightest talent. We are a rapidly growing global digital consulting leader transforming the world’s largest enterprises and brands. You’ll work with cutting-edge technologies, expand your skills, and collaborate with a diverse, global team.

• Collaborate with stakeholders to gather requirements and translate them into technical solutions across ServiceNow ITSM, ITOM, and AIOps domains.
• Lead design, development, and configuration of ServiceNow ITOM capabilities, including: Discovery (On-premise & Cloud), Service Mapping (On-premise & Cloud), Event Management, CMDB, Health Log Analytics (HLA), Operational Intelligence
• Implement and optimize Event Management integrations using ServiceNow standard connectors and observability platforms such as Dynatrace (preferred) or Datadog to enable proactive incident detection and automated remediation.
• Drive AIOps adoption and strategy, leveraging ServiceNow and integrated tools (e.g., Dynatrace) for intelligent event correlation, noise reduction, root cause analysis, and predictive insights.
• Support and lead ITSM transformation initiatives, aligning IT operations with ITIL best practices and enhancing service delivery through automation and modernization.
• Customize and configure ServiceNow using: Flow Designer, workflows, business rules
• Define and implement CMDB and CSDM-aligned data models, ensuring accurate, scalable, and governance-compliant configuration management.
• Develop integration solutions using REST/SOAP APIs, web services, and event-driven architectures to connect ServiceNow with external systems including monitoring/observability tools like Dynatrace.
• Architect solutions that enable end-to-end visibility across infrastructure, applications, and services, bridging ITOM and observability ecosystems.
• Partner with cross-functional teams to implement ITOM and ITSM best practices, ensuring alignment with enterprise architecture and operational goals.
• Conduct robust testing and validation of configurations and integrations to ensure high-quality deliverables.
• Provide production support, troubleshooting, and continuous improvement for ServiceNow solutions and integrations.
• Mentor developers and provide technical leadership across ServiceNow engagements.
• Support pre-sales activities including solution scoping, effort estimation, and client discovery sessions for ServiceNow ITOM/AIOps engagements.
• Document technical designs, configurations, integration patterns, and operational procedures.
• Configure and manage MID Server infrastructure to support Discovery, Event Management integrations, and external system connectivity.

• • Passionate coders with 5-7 years of application development experience, including 3+ years in ServiceNow ITOM/ITSM implementations.
  • Hands-on experience with Event Management and integrations with observability tools; Dynatrace experience is strongly preferred, with Datadog, Splunk, or AppDynamics considered equivalent alternatives.
  • Experience configuring Event Management using ServiceNow standard out-of-the-box connectors and integration frameworks (e.g., MID Server, connector-based integrations with observability platforms).
  • Experience deploying and administering MID Servers in enterprise environments, including configuration for Discovery probes and event connectors.
  • Strong understanding of AIOps concepts, including event correlation, anomaly detection, and automated remediation.
  • Experience implementing and aligning to CSDM framework.
  • Strong knowledge of CMDB architecture, governance, and best practices.
  • Experience with API integrations, microservices, and cloud-based architectures.
  • Familiarity with cloud infrastructure (AWS, Azure, or GCP) and cloud-aware Discovery and Service Mapping configurations.
  • Familiarity with ITIL processes and frameworks.
  • Proficiency in JavaScript and ServiceNow Glide scripting, including business rules, client scripts, script includes, and scheduled jobs.
  • ServiceNow certifications (CIS-ITOM required; CIS-Discovery or CIS-Service Mapping strongly preferred; CAD a plus)
  • Client-facing or consulting experience highly preferred.
  • Demonstrated ability to leverage AI tools to enhance productivity, streamline workflows, and support data-informed task execution.
  • Familiarity with AI-enhanced platforms is a plus.
  • A solid understanding of AI capabilities and limitations including ethical considerations is expected
  • Solid foundation in Computer Science, with strong competencies in data structures, algorithms and software design.
  • Knowledge and experience in developing software using agile methodologies.
  • Proficient in authoring, editing and presenting technical documents.
  • Ability to communicate effectively via multiple channels (verbal, written, etc.) with technical and non-technical staff.
  • Bachelor’s Degree in MIS, Computer Science, Math, Engineering or comparable major.

Perficient full-time employees receive complete and competitive benefits. We offer a collaborative work environment, competitive compensation, generous work/life opportunities and an outstanding benefits package that includes paid time off plus holidays. In addition, all colleagues are eligible for a number of rewards and recognition programs including billable bonus opportunities. Encouraging a healthy work/life balance and providing our colleagues great benefits are just part of what makes Perficient a great place to work.

ABOUT THE TEAM

Our Automation team empowers organizations to work smarter by connecting digital process automation (DPA), robotic process automation (RPA), and AI into seamless, intelligent workflows. We help leading brands streamline operations, enhance efficiency, and unlock new business potential. By embedding advanced AI models into automation strategies, we enable smarter decision-making, adaptive processes, and continuous optimization at scale.

ADDITIONAL INFORMATION

Perficient, Inc. proudly provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a protected veteran in accordance with applicable federal, state and local laws. Perficient, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Perficient, Inc. expressly prohibits any form of unlawful employee harassment based on race, color, religion, gender, sexual orientation, national origin, age, genetic information, disability, or covered veterans. Improper interference with the ability of Perficient, Inc. employees to perform their expected job duties is absolutely not tolerated.​

Disability Accommodations: Perficient is committed to providing a barrier-free employment process with reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or accommodation due to a disability, please contact us.​

Applications will be accepted until the position is filled or the posting is removed.​

The salary range for this position takes into consideration a variety of factors, including but not limited to skill sets, level of experience, applicable office location, training, licensure and certifications, and other business and organizational needs. The new hire salary range displays the minimum and maximum salary targets for this position across all US locations, and the range has not been adjusted for any specific state differentials. It is not typical for a candidate to be hired at or near the top of the range for their role, and compensation decisions are dependent on the unique facts and circumstances regarding each candidate. A reasonable estimate of the current salary range for this position is $73,008 to $170,640. Please note that the salary range posted reflects the base salary only and does not include benefits or any potential variable compensation programs. Information regarding the benefits available for this position are in our benefits overview

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