Software Engineer - Level III

Location: PHL-Manila

Time Type: Full time

Job Description

With a company culture rooted in collaboration, expertise and innovation, we aim to promote progress and inspire our clients, employees, investors and communities to achieve their greatest potential. Our work is the catalyst that helps others achieve their goals. In short, We Enable Possibility℠.

The Developer is responsible for the design, development, and unit testing of catalog Items, custom applications, automation, and integration solutions. The candidate will engage with Business Analysts and SMEs to perform detailed requirement analysis. The candidate will provide production implementation and post-production support for modules and features such as Catalog Items, scoped applications/custom applications, Now Assist AI, Otto, Intelligent Workflow Automation, and other aspects of .

Tasks/Responsibilities

• Design, architecture, maintenance, and enhancement of Catalog items.

• Configure, customize, and support Now Assist AI capabilities (e.g., generative AI search, predictive intelligence, virtual agent, case/incident summarization, and text-to-workflow features) across relevant modules.

• Create and maintain the current state of the platform architecture documentation, including AI-enabled agentic workflows.

• Communicate and collaborate with non-technical stakeholders to gather requirements, analyze the impact of new requirements, and configure the new requirements on the platform as per ITIL best practices.

• Develop technical design documents.

• Create well-structured test plans and coordinate testing activities, identify, document, and track software defects. Perform and facilitate regression testing of resolved defects.

• Translate technical complexities to non-complex and simple terms for project stakeholders and make sure they understand the effects of the design decisions on the areas of Platform.

• Support upgrades planning and execution.

• Manage and actively contribute to development efforts pertaining to modules of the platform using JavaScript, including support for newly developed modules or major releases.

• Participate in the configuration and customizations, as needed, based on customer needs.

• Participate in and contribute to an agile-based work intake and output delivery process that will support service provision and delivery in an iterative manner.

Skills Required/Experience

• 5 – 8 years professional work experience

• At least 3 years experience in development.

• Proficient in JavaScript-based design, development, and implementation of solutions for IT Service Management (ITSM), including Incident, Change, Service Request / Service Catalog, Knowledge, Problem, CMDB, and Service Portal.

• Experience or familiarity with Now Assist AI or other generative AI capabilities is a strong plus.

• Experience with server-side and client-side scripting on the platform, including Business Rules, Client Script, Script Include, UI Policy, UI Actions, and UI Pages.

• Experience with technologies such as Workflow/Flow Designer, Workspace, Studio, UI Builder, Reports, Email Notifications, Email Inbound Actions, SLAs, ACLs, GlideRecord, GlideAjax, and GlideSystem.

• Fundamental understanding of key technologies relevant to integration solutions, including HTML, CSS, JSON, XML, SSO, SAML, SSL, Web Services, REST, JSON, SOAP, LDAP, JDBC, and ODBC.

• Experience in working on automations and enterprise integrations in with API, IntegrationHub/Orchestration/Workflow Data Fabric, and other similar technologies.

• Ability to work with stakeholders with different backgrounds and levels of technical knowledge and come up with technical requirements and design.

• Outstanding verbal and written communication skills to technical and non-technical audiences of various levels in the organization.

• Must be willing to work night shift.

• Knowledge of ITIL methodologies and processes is a plus.

• Experience in Customer Service Management (CSM) is a plus.

• Experience in Configuration Management Database (CMDB)/Discovery/Service Mapping is a plus.

• Familiarity with A2A-based and MCP-based AI integration is a plus.

• Administrator (CSA)/Implementation Specialist (CIS)/Developer Certification/ITIL Foundation certification is a plus.

• Knowledge in Agile Development and JIRA is a plus.

• Micro-certification in AI / GenAI capabilities is a plus.

Technical Skills

JavaScript

HMTL/CSS

REST

Flow Designer

Service Catalog

Now Assist AI

JSON

Education

• BS in Computer Science, Information Technology, Computer Engineering, Information Management, or related discipline.

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