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The Role
Lead design, development, and implementation of ServiceNow ITSM solutions with AI/ML-enabled automation. Build integrations, configure platform modules (CMDB, SLAs, catalogs), develop ML models for ticket classification/prioritization, enable Virtual Agent/Now Assist, provide L2/L3 support, participate in architecture and Agile delivery, and mentor junior engineers while ensuring governance, security, and data privacy.
Summary Generated by Built In
About this role:
Wells Fargo is seeking a Senior Software engineer.We are looking for a highly skilled Senior Software Engineer specializing in ServiceNow ITSM with AI/ML expertise to design, develop, and implement scalable, intelligent IT Service Management solutions. This role combines deep platform engineering with advanced automation and AI capabilities to enhance service delivery, improve user experience, and enable data-driven decision-making.
In this role, you will:
1. ServiceNow ITSM Development
27 Jun 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Wells Fargo is seeking a Senior Software engineer.We are looking for a highly skilled Senior Software Engineer specializing in ServiceNow ITSM with AI/ML expertise to design, develop, and implement scalable, intelligent IT Service Management solutions. This role combines deep platform engineering with advanced automation and AI capabilities to enhance service delivery, improve user experience, and enable data-driven decision-making.
In this role, you will:
- Lead moderately complex initiatives and deliverables within technical domain environments
- Contribute to large scale planning of strategies
- Design, code, test, debug, and document for projects and programs associated with technology domain, including upgrades and deployments
- Review moderately complex technical challenges that require an in-depth evaluation of technologies and procedures
- Resolve moderately complex issues and lead a team to meet existing client needs or potential new clients needs while leveraging solid understanding of the function, policies, procedures, or compliance requirements
- Collaborate and consult with peers, colleagues, and mid-level managers to resolve technical challenges and achieve goals
- Lead projects and act as an escalation point, provide guidance and direction to less experienced staff
- 4+ years of Software Engineering experience, or equivalent demonstrated through one or a combination of the following: work experience, training, military experience, education
- Bachelor's or Master's degree in Computer Science, Engineering, or related field.
- 4-8+ years of software engineering experience.
- 3-5+ years of hands-on ServiceNow ITSM development.
- Proven experience with AI/ML-enabled automation or analytics solutions.
- Strong expertise in:
- ServiceNow ITSM modules
- JavaScript (server-side & client-side)
- ServiceNow scripting APIs
- Experience with:
- Predictive Intelligence / Virtual Agent
- Flow Designer, IntegrationHub
- REST/SOAP integrations
- Knowledge of:
- CMDB and Discovery
- ITIL processes
- Agile/DevOps practices
- Familiarity with:
- AI/ML concepts (NLP, classification models, predictive analytics)
- Cloud AI services (Azure/AWS)
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist - ITSM (CIS-ITSM)
- CAD
- Strong analytical and problem-solving abilities
- Excellent stakeholder communication skills
- Ability to thrive in fast-paced Agile environments
- Leadership and mentoring mindset
1. ServiceNow ITSM Development
- Design, develop, and implement solutions across ServiceNow ITSM modules (Incident, Problem, Change, Request Management).
- Customize applications using:
- Business Rules, Client Scripts, UI Policies & Actions
- Script Includes
- Flow Designer / Workflow Editor
- Build and maintain Service Catalog items, workflows, and automations.
- Configure and manage:
- CMDB, SLAs, Notifications, Reports, and Dashboards
- Develop integrations with enterprise systems using:
- REST/SOAP APIs
- IntegrationHub
- MID Server
- Ensure data integrity and consistency across integrated platforms.
- Design and implement AI-powered ITSM capabilities using:
- Predictive Intelligence
- Virtual Agent (chatbots)
- Agent Assist
- Now Assist / GenAI features
- Develop machine learning models for:
- Incident classification and prioritization
- Smart ticket routing and triaging
- Change risk prediction
- Enable predictive analytics and AIOps use cases, including:
- Incident trend forecasting
- Problem identification
- Proactive issue detection
- Implement intelligent automation workflows to reduce manual effort and improve efficiency.
- Configure and optimize Virtual Agents and conversational AI for:
- Self-service fulfillment
- Knowledge-based responses
- Ticket deflection
- Utilize NLP capabilities for:
- Auto-summarization of incidents
- Sentiment analysis
- Smart search and recommendations
- Integrate ServiceNow with external AI/ML platforms (Azure AI, AWS ML, etc.) where needed.
- Monitor and improve model performance, accuracy, and bias, ensuring reliable outcomes.
- Collaborate with data teams for dataset preparation, model training, and validation.
- Ensure adherence to AI governance, security, and data privacy standards.
- Translate business requirements into scalable and maintainable technical designs.
- Follow ServiceNow best practices for development, performance, and security.
- Participate in architecture reviews and contribute to platform standards.
- Provide L2/L3 support for ITSM applications.
- Troubleshoot and resolve performance issues and platform defects.
- Conduct root cause analysis and implement preventive solutions.
- Work closely with product owners, architects, and business stakeholders.
- Participate in Agile/SAFe ceremonies (PI Planning, sprint planning, standups).
- Mentor junior engineers and conduct code reviews.
- Identify opportunities to introduce AI-driven improvements in ITSM processes.
- Drive adoption of AI-first ITSM practices.
- Stay current with ServiceNow releases and AI roadmap (e.g., Now Assist, GenAI capabilities).
- Champion innovations like:
- Autonomous incident resolution
- Intelligent change automation
- Proactive alert correlation
27 Jun 2026
*Job posting may come down early due to volume of applicants.
We Value Equal Opportunity
Wells Fargo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic.
Employees support our focus on building strong customer relationships balanced with a strong risk mitigating and compliance-driven culture which firmly establishes those disciplines as critical to the success of our customers and company. They are accountable for execution of all applicable risk programs (Credit, Market, Financial Crimes, Operational, Regulatory Compliance), which includes effectively following and adhering to applicable Wells Fargo policies and procedures, appropriately fulfilling risk and compliance obligations, timely and effective escalation and remediation of issues, and making sound risk decisions. There is emphasis on proactive monitoring, governance, risk identification and escalation, as well as making sound risk decisions commensurate with the business unit's risk appetite and all risk and compliance program requirements.
Candidates applying to job openings posted in Canada: Applications for employment are encouraged from all qualified candidates, including women, persons with disabilities, aboriginal peoples and visible minorities. Accommodation for applicants with disabilities is available upon request in connection with the recruitment process.
Applicants with Disabilities
To request a medical accommodation during the application or interview process, visit Disability Inclusion at Wells Fargo .
Drug and Alcohol Policy
Wells Fargo maintains a drug free workplace. Please see our Drug and Alcohol Policy to learn more.
Wells Fargo Recruitment and Hiring Requirements:
a. Third-Party recordings are prohibited unless authorized by Wells Fargo.
b. Wells Fargo requires you to directly represent your own experiences during the recruiting and hiring process.
Skills Required
- 4+ years of software engineering experience (or equivalent)
- Strong expertise in ServiceNow ITSM modules (Incident, Problem, Change, Request Management)
- JavaScript (server-side & client-side)
- ServiceNow scripting APIs and Script Includes
- Hands-on ServiceNow ITSM development (3-5+ years)
- Experience with AI/ML-enabled automation or analytics solutions
- Experience with Predictive Intelligence and Virtual Agent
- Experience with Flow Designer, IntegrationHub, and Workflow Editor
- Experience developing integrations using REST/SOAP APIs and MID Server
- Knowledge of CMDB, Discovery, and ITIL processes
- Familiarity with AI/ML concepts (NLP, classification models, predictive analytics) and cloud AI services (Azure, AWS)
- ServiceNow Certified System Administrator (CSA) and/or CIS-ITSM (preferred)
- Experience with Agile/DevOps practices and ability to provide L2/L3 support
- Strong analytical, stakeholder communication, leadership and mentoring skills
Wells Fargo Compensation & Benefits Highlights
-
Retirement Support — The package includes a dollar‑for‑dollar 401(k) match on employee contributions up to 6% of eligible pay and access to a stock purchase plan with no brokerage or dividend reinvestment fees. This combination supports long‑term savings and ownership alongside salary.
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Parental & Family Support — The offering provides up to 16 weeks of paid parental leave for a primary caregiver, reimbursement up to a $35,000 lifetime maximum for adoption, surrogacy, and donor expenses, and backup child and adult care days. Additional paid critical caregiving leave underscores support for broader family needs.
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Leave & Time Off Breadth — Paid time off scales meaningfully with tenure, paired with up to 13 paid holidays annually and separate community‑service PTO. This breadth gives employees structured flexibility for rest, holidays, and volunteering.
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The Company
What We Do
Wells Fargo & Company (NYSE: WFC) is a leading financial services company that has approximately $2.1 trillion in assets. We provide a diversified set of banking, investment and mortgage products and services, as well as consumer and commercial finance, through our four reportable operating segments: Consumer Banking and Lending, Commercial Banking, Corporate and Investment Banking, and Wealth & Investment Management. Wells Fargo ranked No. 33 on Fortune’s 2025 rankings of America’s largest corporations. Our technology professionals drive innovation, information security, and big data analytics while maintaining a network that handles more than 12 billion customer interactions a year. Join us! Are you looking for more? Find it here. At Wells Fargo, we're more than a financial services leader – we’re a global trailblazer committed to driving innovation, empowering communities, and helping our customers succeed. We believe that a meaningful career is much more than just a job – it’s about finding all of the elements to help you thrive, in one place. Living the Well Life means you’re supported in life, not just work. It means having robust benefits, competitive compensation, and programs designed to help you find work-life balance and well-being. You’ll be rewarded for investing in your community, celebrated for being your authentic self, and empowered to grow. And we’re recognized for it – Wells Fargo once again ranked in the top three – making us the #1 financial services employer – on the 2025 LinkedIn Top Companies list of best workplaces “to grow your career” in the U.S. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected characteristic. © 2026 Wells Fargo Bank, N.A. All rights reserved. Member FDIC.
Why Work With Us
We're known for our “Well Life” approach to supporting employees’ career aspirations, work-life balance, and mental and physical health. We ranked in the top 3 on the 2025 LinkedIn Top Companies list – and #1 among financial services companies – as the best workplace “to grow your career” in the U.S.
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Wells Fargo Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
Typical time on-site:
3 days a week
