Job Description

Description

Role summary

Align is currently seeking an

Associate Software Engineer, ServiceNow

,to join our Digital Workplace Technology & Operations organization. In this role, you will help

modernize our employee experience by building next-generation technical solutions

on the ServiceNow platform. This position will vary in the scope of project responsibilities; however

,

generally, this position will focus on leveraging Artificial Intelligence to drive innovation, enhance service delivery

,

and automate workflows within

the

ServiceNow ecosystem.


Unlike traditional ServiceNow developer roles, this position has a strong focus on Agentic AI solutions. You will assist in designing and developing autonomous AI agents using Microsoft Copilot Studio that integrate deeply with ServiceNow to automate complex workflows, resolve employee queries, and execute tasks across platforms.

Role expectations

Role expectations

AI Agent Development (Microsoft Copilot Studio):

Build Conversational Flows:

Build and configure AI topics, trigger phrases, and conversation paths within Microsoft Copilot Studio (formerly Power Virtual Agents) based on functional

requirements.

Action Configuration:

Configure "Agent Topics" and Plugins that allow the AI to perform tasks (e.g., "Create Incident," "Reset Password," "Check PTO Balance") directly within ServiceNow.

Prompt Tuning:

Assist in testing and refining system prompts and instructions to ensure the AI agent adheres to brand tone, safety guidelines, and business logic.

Knowledge Grounding:

Configure Generative AI settings to ensure the agent answers questions accurately using approved ServiceNow Knowledge Base (KB) articles.

Agentic AI principles

: Develop custom solutions utilizing LLMs for multi-step task decomposition, planning, and tool use--within or integrated with the ServiceNow platform.

ServiceNow & Integration Engineering:

ServiceNow Development:

Develop and maintain Catalog Items, Flow Designer flows, and Business Rules to support the backend logic required by AI agents.

API Integration:

Build and maintain

Microsoft Power Automate

flows and Custom Connectors to facilitate data exchange between Microsoft Copilot and ServiceNow REST APIs. Apply

Retrieval-Augmented Generation (RAG)

techniques to ground AI responses using data stored both within ServiceNow (Knowledge Bases) and external sources, adjusting the scope of data sources per project needs.

Scripting:

Write clean, efficient code (JavaScript/GlideScript) for server-side processing and data transformation.

Troubleshooting:

Monitor agent performance, investigate API failures, and debug integration errors between Microsoft 365 and ServiceNow.

Quality Assurance & Optimization:

Documentation:

Create technical documentation for new AI features, including architecture diagrams, API specifications, and user guides.

Testing:

Conduct thorough testing (unit, integration, regression) for all implemented solutions, ensuring adherence to performance, security, and quality standards for all platform development and integrations.

Continuous Improvement:

Stay updated on latest features in ServiceNow and Microsoft Copilot Studio to suggest continuous improvement of the design and implementation process, particularly regarding the efficiency and accuracy of AI-driven workflows.

What we're looking for

What we're looking for

Bachelor's degree in computer science, information technology, or related field, or equivalent work experience.

ServiceNow Fundamentals:

Basic understanding of the ServiceNow platform modules (ITSM or HRSD modules).

Development Basics:

Proficiency in

JavaScript

and an understanding of REST APIs (JSON, POST/GET requests).

Low-Code/No-Code Interest:

Exposure to or strong interest in Microsoft Power Platform (Power Automate, Power Apps) or Copilot Studio.

Problem Solving:

Ability to break down complex logic into step-by-step technical workflows.

Preferred Skills (Nice to Have)

Experience building chatbots or virtual assistants (ServiceNow Virtual Agent, Power Virtual Agents, or similar). Understanding of

Azure Logic Apps

or

Microsoft Graph API

. Familiarity with Agile/Scrum development methodologies. Microsoft (Power Platform, Copilot) and ServiceNow certifications (CSA, CAD) is a plus.

Soft Skills

Curiosity:

A strong desire to learn Agentic AI concepts (RAG, vector search, LLMs).

Communication:

Ability to explain technical constraints to non-technical stakeholders.

Collaboration:

Willingness to work closely with senior architects and product owners in a team setting.

About Align Technology

Your growth and well-being:

At Align, every smile matters. We're committed to helping you thrive by supporting the health, growth, and well-being of our team members through a variety of tools and programs. While specific offerings may vary by location and role, Align employees can typically expect:Health and well-being programs to keep you thriving in both body and mind. Employee-exclusive discounts on Invisalign products. Learning opportunities through online learning resources and support for your individual development plans. Inclusive, global workplace that fosters collaboration, recognition and belonging.
Country and/or role specific details will be shared with you by your recruiter during the interview process.

Discover Align:

We are a global community of game-changers and smart team players, united by our belief in the power of a smile. Our dynamic team of exceptional employees is dedicated to transforming the industry and creating extraordinary outcomes every day.

Align's core values of agility, customer, and accountability are more than words to work by, they are words we live by. The actions we take every day speak to who we are as a company and our focus on being truly impactful. We celebrate our differences, and the many ways we support one another-- ultimately creating a more inclusive organization and world as we continue transforming smiles and changing lives.

We foster a culture where thinking differently and seeking new experiences are not just encouraged but celebrated. With the Align Mindset, we empower each other, ensuring every voice is heard and valued in an inclusive environment that inspires creativity and collaboration.

At Align, we believe in the power of a smile, and we know that every smile is as unique as our employees. As we grow, we are committed to building a workforce rich in diverse cultural backgrounds and life experiences, fostering a culture of open-mindedness and compassion. We live our company values by promoting healthy people and healthy communities, all with the intent of changing millions of lives, one unique smile at a time.


As part of our commitment to innovation, Align Technology includes exocad and Cubicure, companies that enhance our offerings and extend our impact to industry transformation.


Eager to learn how we embrace our global differences and nurture employee well-being?

Explore Align's culture here!

Want to discover more about

exocad

and

Cubicure

? Click on their names for additional information.

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for additional information.

Equal Opportunity Statement:

Align Technology is an equal opportunity employer. We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category. Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire.