Software Engineer - ServiceNow Developer, General and Administrative Solutions Engineering

Summary

Changing the world is all in a day's work at Apple. If you love innovation, here's your chance to make a career of it. You'll work hard, but the job comes with more than a few perks. If fulfillment, inspiration, adventure, and advancement are your kind of perks, we'd love to hear from you. Apple's IS&T team is building the next generation of our internal support platform — one where GenAI isn't a buzzword but a shipped feature. We're integrating Apple's in-house AI capabilities directly into the workflows employees use daily: intelligent routing, conversational resolution, predictive insights, and experiences that feel as intuitive as the products we make. You'll write code that fundamentally changes how Apple employees interact with enterprise services — making support faster, smarter, and invisible where it should be. You'll ship features used at Apple scale from day one. If you want to build GenAI-powered experiences on a platform that serves one of the world's most demanding user bases, we'd love to talk.

Minimum Qualifications

5 years hands-on experience developing on the ServiceNow platform (ITSM, HRSD, or CSM) 5 years hands-on experience developing with NON ServiceNow platform solutions 5 years hands-on ServiceNow scripting (JavaScript, GlideRecord, Flow Designer, Integration Hub) 5 years experience building REST/API integrations with external services Bachelor's degree in Computer Science or relevant work experience

Preferred Qualifications

Familiarity with GenAI/LLM concepts and building applications that consume AI model APIs Understanding of ServiceNow UI frameworks (Service Portal, UI Builder, or Next Experience) Solid grasp of software engineering practices — version control, code review, testing Experience building GenAI-powered features in enterprise platforms (prompt engineering, response handling, guardrails) ServiceNow Certified Application Developer or Certified System Administrator Experience with ATF (Automated Test Framework) and instance management best practices Background integrating with large-scale infrastructure (high availability, large user populations)

Description

In this role, you will design and develop ServiceNow solutions across ITSM and HRSD modules at Apple scale. You'll build custom integrations that bring our in-house GenAI capabilities directly into the ServiceNow platform — creating intelligent features that transform how employees interact with IT and HR services.

Responsibilities

Develop and configure ServiceNow applications, workflows, and UI components across ITSM, HRSD, and related modules Build custom integrations between ServiceNow and Apple's internal GenAI services, exposing AI-powered features through Service Portal and Workspace UI Design and implement GenAI-driven capabilities such as intelligent triage, automated resolution suggestions, conversational interfaces, and predictive analytics within ServiceNow Collaborate with process owners, product teams, and infrastructure teams to translate requirements into scalable technical solutions Develop Integration Hub spokes, REST/API integrations, and custom scripted components (Business Rules, Script Includes, Client Scripts, Flow Designer actions) Participate in technical design, code reviews, and platform governance to maintain a healthy, performant instance Contribute to the end-to-end delivery lifecycle — from technical scoping through production deployment and support