Senior ServiceNow ITSM Developer Consultant

Result of Service

• Throughout the assignment, the consultant will provide hands-on ServiceNow technical development and implementation services based on requirements, priorities, architecture, and acceptance criteria established by OIM. Responsibilities will include the configuration, development, integration, testing, deployment, documentation, and technical remediation of the solutions included in the approved monthly deliverables.
• Each monthly deliverable will be reviewed and accepted by OIM based on the measurable outputs specified below. Completion of the applicable outputs, delivery of supporting technical documentation, and resolution of agreed critical defects will constitute acceptance of the monthly deliverable. Month 1: Technical Assessment and Development Plan Deliverable: Complete a technical assessment of the existing ServiceNow configuration relevant to the prioritized workflows and produce an approved technical development plan, solution design, implementation sequence, and development backlog based on requirements provided by OIM. Measurable outputs:
• Technical assessment completed.
• Solution design documented.
• Development backlog prepared.
• Technical dependencies and risks recorded.
• Development plan approved by OIM. Month 2: Invoice Intake and Data Integration Deliverable: Develop and demonstrate the technical components required to receive invoices from designated email sources and capture invoice data in ServiceNow. Measurable outputs:
• Email intake configured.
• Invoice record structure implemented.
• Required invoice fields mapped.
• Error handling and logging configured.
• Unit testing completed and documented. Month 3: Invoice Matching and Workflow Automation Deliverable: Implement the technical workflow for matching invoices with Vendor Purchase Orders and Contracts and routing invoices to the appropriate payment-processing assignment group. Measurable outputs:
• Purchase Order and Contract matching implemented.
• Assignment and approval workflow configured.
• Notifications and exception handling implemented.
• Audit history enabled.
• Demonstration and technical testing completed. Month 4: Invoice Solution Testing and Deployment Deliverable: Complete system testing, resolve identified defects, deploy the approved invoice-processing solution, and provide technical documentation and knowledge transfer. Measurable outputs:
• Test results documented.
• Agreed defects resolved.
• Production deployment completed.
• Configuration, deployment, and technical handover documentation delivered.
• Technical knowledge-transfer session completed. Month 5: Virtual Agent and Knowledge Assist Technical Configuration Deliverable: Configure ServiceNow Virtual Agent, Knowledge Assist, and AI Search using the approved architecture, curated knowledge sources, and prioritized use cases provided by OIM. Measurable outputs:
• Virtual Agent technical configuration completed.
• Knowledge Assist and AI Search configured.
• Approved knowledge sources connected or indexed.
• Initial Virtual Agent use cases developed.
• Technical test results documented. Month 6: Autonomous Use Cases and Final Handover Deliverable: Implement and test approved autonomous Virtual Agent use cases, such as password reset and network-status inquiries, and complete technical handover to the internal ServiceNow team. Measurable outputs:
• Approved autonomous use cases implemented.
• Routing and exception paths tested.
• Security and access controls validated.
• Technical defects resolved.
• Source code and configuration documentation delivered.
• Final knowledge transfer and handover completed.

New York; In person, Hybrid, Remote

6 months

The United Nations Secretary-General is responsible for the investment of the assets of the United Nations Joint Staff Pension Fund (UNJSPF). The Secretary-General has delegated this responsibility to the Representative of the Secretary-General for the investment of the assets of the UNJSPF (RSG). The RSG heads the Office of Investment Management (OIM), which manages a $100+ billion multi-asset class, global investment portfolio, about 85% of which is actively managed in-house. Asset classes under management comprise global equities, fixed income, foreign exchange, private equity, real estate, infrastructure, timber and commodities. OIM’s staff are all based in New York but come from over 40 countries. For more information, please visit OIM's website at https://oim.unjspf.org/. This position is located in the Information Systems Section in New York. Preference will be given to candidates who are currently based in New York; travel and relocation costs will not be covered. The consultant will report to the Platforms Team Lead within the Information Systems Section of OIM. Responsibilities: Within delegated authority, the consultant may be responsible for the following duties: 1. ServiceNow ITSM Technical Development and Implementation

• Design, configure, develop, and enhance ServiceNow ITSM applications, including Incident Management, Request Management, Change Management, Major Incident Management, and Service Catalog modules, together with any approved technical enhancements to Knowledge Management.
• Develop and maintain workflows, Flow Designer automations, business rules, client scripts, UI policies, forms, and integrations to support business requirements.
• Participate in solution design, testing, and deployment activities while adhering to ServiceNow development best practices.
• Prepare technical documentation, configuration guides, and support materials to ensure maintainability and knowledge transfer. 2. ServiceNow ITSM Virtual Agent, Knowledge Assist, AI Agents, and AI Search Configuration & Development
• Configure, develop, and maintain ServiceNow Virtual Agent conversations, AI Agents, and conversational workflows to improve self-service capabilities.
• Implement and enhance AI Search and Knowledge Assist using the approved target architecture, curated knowledge sources, governance controls, and technical requirements provided by OIM.
• Develop automated workflows leveraging Generative AI, Predictive Intelligence, and ServiceNow AI capabilities to improve operational efficiency.
• Test, monitor, and refine AI solutions to ensure accuracy, relevance, usability, and alignment with business requirements.

Advanced university degree (Master’s degree or equivalent) in computer science, information systems, mathematics, statistics or related field. A first-level university degree in combination with qualifying experience may be accepted in lieu of the advanced university degree. A minimum of seven years of progressively responsible experience in planning, design, development, implementation and maintenance of computer information systems or related area is required. 1. The candidate must possess a minimum of five years of hands-on experience designing, developing, implementing, and supporting ServiceNow ITSM solutions, including Incident Management, Request Management, Major Incident Management, Knowledge Management, Service Catalog, Virtual Agent, or Mobile capabilities in enterprise environments. 2. The candidate must demonstrate strong proficiency in ServiceNow platform development, including scripting, workflow automation, Flow Designer, Business Rules, Client Scripts, Script Includes, UI Policies, Access Controls (ACLs), Notifications, Service Catalog development, and platform configuration best practices. 3. The candidate must have proven experience developing and supporting integrations using REST APIs, Integration Hub, MID Servers, Data Sources, Import Sets, Transform Maps, and other ServiceNow integration technologies, including secure integrations between ServiceNow and enterprise platforms such as Microsoft 365 or SharePoint. 4. The candidate must have practical experience implementing and configuring ServiceNow AI and automation capabilities, including Virtual Agent, AI Search, Knowledge Assist, AI Agents, Predictive Intelligence, Generative AI, and AI-assisted workflow automation to improve service delivery and operational efficiency. 1. Possession of ServiceNow professional certifications, including Certified System Administrator (CSA), Certified Application Developer (CAD), Certified Implementation Specialist (CIS-ITSM), or certifications in related ServiceNow products, is highly desirable. 2. Relevant current ServiceNow micro-certifications, accreditations, or learning credentials in Virtual Agent, Now Assist for ITSM, AI Search, AI Agents, or related ServiceNow AI and automation capabilities are desirable. 3. Experience working within Agile, Scrum, Waterfall, or hybrid project delivery methodologies, including participation in solution design, testing, deployment, release management, and continuous improvement initiatives, is desirable. 4. Certification in ITIL 4 Foundation, together with a strong understanding of ITIL best practices, ITSM governance, service operations, continual improvement, and performance measurement, is desirable.

English and French are the working languages of the United Nations Secretariat. For this position, English is required at UN Level II.

Not available.

THE UNITED NATIONS DOES NOT CHARGE A FEE AT ANY STAGE OF THE RECRUITMENT PROCESS (APPLICATION, INTERVIEW MEETING, PROCESSING, OR TRAINING). THE UNITED NATIONS DOES NOT CONCERN ITSELF WITH INFORMATION ON APPLICANTS’ BANK ACCOUNTS.