ServiceNow Engineer (Legal)

Design and develop secure ServiceNow solutions for legal service delivery.

About the Role

We are seeking a Senior Software Engineer specializing in ServiceNow Legal Service Delivery to design, develop, integrate, and support secure legal-service solutions. This hands-on engineering role will partner with Legal, Compliance, Privacy, Risk, Security, and Digital & Technology teams to deliver governed legal request, matter, engagement, knowledge, document, workflow, integration, reporting, and AI-enabled service capabilities.

What You'll Do

Legal Service Delivery Engineering

• Design and configure ServiceNow Legal Service Delivery solutions for legal requests, matters, legal practices, engagements, playbooks, knowledge, document workflows, workspaces, portals, and enterprise integrations.
• Develop secure, reusable platform components using Flow Designer, Integration Hub, App Engine, JavaScript, Glide APIs, Business Rules, Script Includes, UI Policies, ACLs, and scoped applications.
• Ensure solutions are scalable, secure, auditable, supportable, and aligned with platform standards and legal-operating requirements.

Delivery, Operations & Engineering Quality

• Contribute to solution planning, technical design reviews, release management, upgrades, production support, risk remediation, and technical-debt reduction.
• Apply development, testing, documentation, security, data-quality, integration, and analytics standards throughout the delivery lifecycle.
• Monitor solution performance, troubleshoot complex issues, support operational stability, and implement continuous improvements.

Legal Stakeholder Collaboration

• Partner with Legal Operations, Compliance, Privacy, Risk, Security, Procurement, Finance, and business teams to translate requirements into technical solutions.
• Collaborate with architects, product owners, analysts, administrators, engineers, scrum teams, and implementation partners.
• Communicate technical decisions, dependencies, risks, delivery status, and solution outcomes clearly to technical and business stakeholders.

AI-Enabled Legal Services

• Implement governed use cases using Now Assist, Virtual Agent, AI Search, Predictive Intelligence, AI Agent Studio, Now Assist Skill Kit, and Build Agent within legal-service workflows.
• Develop solutions for intake, triage, summarization, knowledge discovery, routing, agent assistance, and workflow automation.
• Apply human oversight, access controls, testing, monitoring, auditability, and measurable quality standards to AI-enabled legal capabilities.

What You'll Bring

Technical Skills

• Strong expertise in ServiceNow platform architecture and Legal Service Delivery or comparable enterprise legal-operations workflow solutions.
• Working knowledge of legal request intake, matter management, legal practices, engagements, knowledge, document workflows, portals, workspaces, reporting, and integrations.
• Strong understanding of ServiceNow security, ACLs, roles, groups, data governance, Integration Hub, REST/SOAP APIs, Flow Designer, App Engine, Performance Analytics, and platform operations.
• Ability to govern JavaScript/Glide development, scoped applications, ATF, CI/CD, upgrades, performance, architecture, and technical standards.

AI & Automation Skills

• Now Assist: configure and apply generative AI capabilities to relevant module workflows and user experiences.
• AI Agent Studio: design, configure, test, and govern task-oriented AI agents for enterprise use cases.
• Virtual Agent: build conversational experiences, topics, routing, and self-service journeys.
• Predictive Intelligence: apply classification, similarity, clustering, and routing models to improve service operations.
• Now Assist Skill Kit: extend and tailor Now Assist skills for business-specific scenarios and governed outcomes.
• AI Search: configure search sources, relevancy, content experiences, and actionable knowledge discovery.
• Build Agent: use agent-assisted development capabilities to accelerate governed ServiceNow solution delivery.

Certifications

• ServiceNow Certified System Administrator (CSA) required.
• ServiceNow Certified Application Developer (CAD) preferred.
• Relevant ServiceNow Legal Service Delivery training or implementation credentials preferred where available.
• Relevant ServiceNow Now Assist, Virtual Agent, or AI micro-certifications are advantageous.

Qualifications

• Bachelor's degree in Computer Science, Engineering, Information Technology, Business, Legal Operations, or a related field; advanced degree is advantageous.
• 8-10 years of ServiceNow experience, including hands-on design, development, integration, testing, support, and continuous improvement of enterprise solutions.
• Demonstrated experience collaborating with technical teams and strategic stakeholders in a global, matrixed environment.
• Experience delivering solutions for Legal, Compliance, Privacy, Risk, Security, or similarly controlled business functions.

Behavioral & Team Skills

• Strong business acumen and ability to translate business requirements into secure, scalable ServiceNow solutions.
• Excellent analytical, troubleshooting, written, verbal, and stakeholder-management skills.
• Ability to work across product, engineering, business, security, and operations teams in a matrixed environment.
• Proactive ownership, delivery focus, and commitment to engineering quality, documentation, and continuous improvement.

Must-Know Areas

Area

What We Expect

Legal Service Delivery

Legal intake, requests, matters, practices, engagements, playbooks, knowledge, documents, portals, workspaces, and reporting.

Platform Engineering

Hands-on solution design, secure development, integrations, testing, upgrades, production support, risk remediation, and technical quality.

Security & Confidentiality

Least privilege, segregation, ACLs, auditability, retention, privacy, confidentiality, and secure handling of legal information.

AI Governance

Responsible use of Now Assist, AI agents, Virtual Agent, Predictive Intelligence, Skill Kit, AI Search, and Build Agent with human oversight.

Integration & Data

Secure integration patterns, data ownership, master data, document systems, identity, notifications, analytics, and downstream platforms.

Stakeholder Collaboration

Clear technical communication, requirements translation, delivery coordination, issue resolution, and cross-functional alignment.

Skills: ServiceNow, ITSM, Glide Script