Principal Service Engineer

Role: Senior ServiceNow Developer (Now Assist, Agentic AI & GenAI Solutions)## Job Overview
We are seeking a highly advanced Senior ServiceNow Developer with 6 to 12 years of core platform experience, specifically including a proven track record in Generative AI, Now Assist, and Agentic AI architectures. In this role, you will lead the transition from traditional rigid workflows to autonomous, AI-driven enterprise operations. You will engineer domain-specific AI agents, build multi-turn conversational experiences, and orchestrate goal-oriented agentic workflows across core platform modules. [1, 2, 3, 4, 5]
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## Key Responsibilities## Agentic AI & Autonomous Workflows

. Design AI Agents: Build and deploy autonomous, multi-skill digital coworkers using [ServiceNow AI Agent Studio](.
. Orchestrate Skills: Configure goal-oriented orchestration patterns where agents independently plan steps, call tools, and resolve end-to-end issues within defined guardrails.
. Implement Governance: Configure the AI Control Tower to safely govern, audit, and monitor autonomous agent activity and guardrails.
. Manage Context: Utilize Workflow Data Fabric to grant AI agents secure, real-time access to disparate internal and external enterprise data repositories.

## Now Assist & GenAI Implementation

. Deploy Now Assist Skills: Configure out-of-the-box (OOTB) and custom generative AI capabilities like incident summarization, chat summarization, and automated resolution notes.
. Extend via Now Assist SkillKit: Author and fine-tune platform skills using natural language interfaces to map specific business tasks.
. Optimize Conversational UI: Enhance [ServiceNow Virtual Agent]( conversational flows using GenAI-driven dialog engines and LLM-powered search.

## LLM Integration & Prompt Engineering

. Manage Model Gateways: Integrate domain-specific ServiceNow Now LLMs or third-party foundational models (e.g., Azure OpenAI, Claude, OpenAI) via IntegrationHub.
. Engineer Prompts: Design, test, and maintain robust prompt libraries to ensure precise, secure, and non-hallucinatory model outputs. [7]
. Configure Predictive Intelligence: Align classic machine learning (NLU, regression, clustering) alongside generative LLM models for a hybrid hyperautomation strategy.

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## Required Technical Skills

. AI Platform Tools: Agent Studio, AI Agent Orchestrator, AI Control Tower, Now Assist Hub, SkillKit.
. Core ServiceNow: Flow Designer, Studio, IntegrationHub, Advanced Script Includes, Business Rules, Glide APIs.
. AI Ecosystems: Hands-on experience working with Now LLM, Claude, or OpenAI API orchestration.
. Development Concepts: RAG (Retrieval-Augmented Generation) patterns within ServiceNow, context injection, vector-like data matching, and API abstractions.
. Languages: Advanced JavaScript, JSON processing, Python or PowerShell for AI tool integrations.

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## Experience & Qualifications

. Experience: 6 to 12 years of total IT experience, with at least 2+ years dedicated to GenAI/LLM-powered automation within enterprise software.
. Product Exposure: Proven deployment of Now Assist across modules such as ITSM, CSM, HRSD, or Creator Workflows.
. Education: Bachelor's degree in Computer Science, Data Science, or related engineering stream.
. Certifications: Certified System Administrator (CSA) and Certified Application Developer (CAD) are required.
. Micro-Certifications: ServiceNow Micro-Certifications in Now Assist (e.g., Now Assist for ITSM/CSM/Platform) are highly desirable