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Senior Service Now Developer (ITAM)

Purpose of the Role

JLL's Enterprise Service Management (ESM) team is hiring a mid-to-senior ServiceNow ITAM Developer, based onsite in Mexico, to design, build, and roll out the Hardware Asset Management (HAM) Advanced and Software Asset Management Professional (SAM Pro) modules on JLL's ServiceNow platform for stakeholders across the enterprise. This role is accountable for hands-on configuration, scripting, and integration work that moves JLL's IT asset management capability from foundational tracking toward advanced, automated hardware lifecycle and software license management.

This developer is expected to help transform ESM's asset management practice into a governed, value-generating capability — one that gives the business trustworthy hardware and software data, defensible license-compliance positions, and measurable cost-avoidance outcomes, and that applies AI and agentic AI, where genuinely fit for purpose, to reduce manual asset-management effort rather than adding automation for its own sake.

Three key qualifications are necessary to be successful in this role: (1) strong automation and development skill, including coding ability for web applications, to configure and extend ServiceNow's HAM Advanced and SAM Pro modules; (2) ITSM/ITIL expertise at large-enterprise scale, paired with a proven track record of using AI and agentic AI to modernize IT Service Management; and (3) critical thinking — the ability to apply ITAM best practices and standards appropriately to JLL's business rather than adopting them by rote.

Key Responsibilities

HAM Advanced & SAM Pro Module Design, Configuration & Rollout

• Lead hands-on design, configuration, and rollout of the Hardware Asset Management (HAM) Advanced and Software Asset Management Professional (SAM Pro) modules, covering the full asset lifecycle from request and procurement through deployment, maintenance, and retirement.

• Configure hardware and software model normalization, stockroom and consumables management, and hardware/software contract records to support accurate lifecycle and financial tracking.

• Partner with the CMDB Product Owner and ITSM Engineering Manager to align HAM/SAM configuration with the CMDB data model and platform governance standards.

Data Integrity, Normalization & License Reconciliation

• Build and maintain hardware and software normalization and reconciliation logic so discovered assets and installations map accurately to hardware/software models, entitlements, and configuration items.

• Configure license metrics, entitlements, allocations, and publisher content to support accurate compliance positions and defensible audit responses.

• Monitor and remediate data-quality issues across discovery, CMDB, and ITAM records, partnering with configuration management on shared data standards.

Automation, Scripting & Integration Development

• Develop Business Rules, Client Scripts, UI Policies, Flow Designer flows, and Integration Hub spokes to automate ITAM workflows and reduce manual processing.

• Build and maintain integrations between ServiceNow ITAM, third-party discovery/inventory sources (e.g., SCCM, Flexera, or equivalent), and procurement systems via REST/SOAP APIs and MID Server-based discovery.

• Apply modern web application development practice — JavaScript, Glide APIs, and related front-end/back-end skills — to build custom Asset Workspace experiences, Service Portal pages, and portal-facing self-service capability for stakeholders.

• Manage update sets and code promotion from development through test and production, following ESM's release and change-management process.

• Monitor scheduled jobs and integration performance for HAM/SAM discovery, normalization, and reconciliation, troubleshooting probe, sensor, and MID Server issues that affect asset data quality.

Stakeholder Enablement & Business Process Support

• Support software and hardware audit responses and cost-saving initiatives (e.g., license reharvesting, true-up avoidance), and provide stakeholder reporting on asset posture.

• Document configuration, processes, and known issues to a standard that supports handoff, audit, and ongoing maintenance by the wider ESM team.

• Build Performance Analytics reports and dashboards on asset data — inventory, license-compliance posture, and lifecycle status — for ESM and business stakeholders.

AI & Agentic Automation in ITAM

• Evaluate and, where justified, implement ServiceNow's native AI agent and Now Assist capabilities for HAM/SAM (for example, automating hardware request fulfillment, normalization suggestions, and data-quality remediation), applying guardrails and human-in-the-loop review appropriate to the risk of each use case.

• Partner with the ITSM Engineering Manager and CMDB Product Owner on where agentic action is appropriate for asset data and where it requires human review.

Standards, Governance & Continuous Improvement

• Apply ITIL 4 IT asset management and configuration management practice pragmatically to JLL's specific scale, tooling, and risk profile rather than by rote.

• Follow ESM's engineering standards (SDLC, source control, testing, documentation) and contribute to code review and knowledge-sharing across the ITAM/CMDB development team.

• Identify and drive continuous-improvement opportunities in ITAM data quality, automation coverage, and stakeholder self-service.

Required Experience & Certifications

Automation & Development Skills

• 6+ years of overall IT / software development experience, including 4+ years of hands-on ServiceNow development (JavaScript, Glide APIs, Business Rules, Client Scripts, Flow Designer, and Integration Hub).

• 2+ years of direct, hands-on implementation experience with ServiceNow Hardware Asset Management (HAM) and Software Asset Management Professional (SAM Pro), including normalization, reconciliation, entitlement, and lifecycle configuration.

• Experience building REST/SOAP integrations and working with MID Server-based discovery, and integrating ServiceNow ITAM with third-party discovery/inventory tools (e.g., SCCM, Flexera) and software licensing data from major publishers (e.g., Microsoft, Oracle, Adobe).

• Coding skill sufficient to build and extend web application front ends (e.g., Service Portal or Asset Workspace UI components) as well as back-end scripting — configuration-only experience is not sufficient for this role.

• Working knowledge of ServiceNow platform architecture — application scopes, plugins, and upgrade processes — sufficient to develop and maintain HAM/SAM customizations safely across releases.

• Experience building ServiceNow Performance Analytics, reporting, and dashboards.

ITSM/ITIL Expertise & AI-Driven Modernization Track Record

• 4+ years of ITSM experience in a large, matrixed enterprise, with working fluency in ITIL 4 practice (Service Configuration Management, Change Enablement, Incident, Request Fulfillment) as it relates to asset data.

• Working familiarity with adjacent ITSM modules (Incident, Problem, Change, Service Catalog) and how IT Asset Management data supports them.

• A demonstrable, hands-on record of applying AI or agentic AI to modernize an ITSM or ITAM practice — not just a pilot or proof of concept.

Certifications

• ServiceNow Certified System Administrator (CSA) — required.

• ServiceNow Certified Application Developer (CAD) — required.

• ServiceNow Certified Implementation Specialist – Hardware Asset Management (CIS-HAM) — strongly preferred.

• ServiceNow Certified Implementation Specialist – Software Asset Management (CIS-SAM) — strongly preferred.

• ITIL 4 Foundation — preferred.

• ServiceNow Certified Technical Architect (CTA) or other advanced certification — preferred.

Location:

On-site – Jalisco, MEX

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements. We’re interested in getting to know you and what you bring to the table!

At JLL, we harness the power of artificial intelligence (AI) to efficiently accelerate meaningful connections between candidates and opportunities. Using AI capabilities, we analyze your application for relevant skills, experiences, and qualifications to generate valuable insights about how your unique profile aligns with the specific requirements of the role you're pursuing.

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