Mission

Develop and maintain all ServiceNow REST API integrations required by the AI agent: incident lifecycle (create, update, resolve, close), Knowledge Base retrieval, CSAT collection, Service Request workflows, and backend connector interfaces (AD, SAP).

Context of intervention

Within IT Infrastructure & Global Services, ServiceNow is the operational backbone for all ITSM operations. The AI agent consumes ServiceNow as its primary system of record. The ServiceNow Integrator ensures reliable, performant, and compliant API integration between the AI agent and the ServiceNow platform, coordinating with HCL (ServiceNow administrator) for access and change management.

Object of prestation

− Develop ServiceNow REST API integration layer (incidents: create, update, resolve, close)

− Implement Knowledge Base article retrieval and search API

− Build CSAT survey triggering and collection via ServiceNow

− Develop Service Request (SR) creation workflows via API

− Implement identity verification integration (AMID + SMS, Phase 1)

− Support backend connector integration for AD password reset and SAP account unlock (Phase 2)

− Coordinate with HCL for API access, change requests, and test environment provisioning

Results to get (deliverables)

− ServiceNow REST API integration module (CRUD incidents, KB, SR, CSAT)

− Identity verification module (AMID + SMS)

− Backend connector interfaces (AD reset, SAP unlock)

− API documentation and integration test suite

− HCL coordination log and change request tracking

Competences required

− ServiceNow REST API (Table API, Scripted REST, GlideRecord)

− ITSM processes (incident management, service request, knowledge management)

− REST API development and integration patterns

− Active Directory / LDAP integration

− SAP user management (basic)

− AI-augmented development (Claude Code, Cursor)

− English: B2 minimum.

Technical perimeter

− ServiceNow REST API (Table, Scripted REST, Import Sets)

− ServiceNow Knowledge Management

− Active Directory / LDAP

− SAP (user management)

− Node.js / Python (integration layer)

Relations  : AI Architect, (ServiceNow admin), AM Infrastructure (AD/SAP)