Key Responsibilities
- Design and implement Agentic AI-driven workflows in ServiceNow for task automation, intelligent recommendations, and contextual decision support.
- Develop and configure Conversational AI solutions using ServiceNow Virtual Agent, NLU models, custom intents, and third-party integration for enterprise use cases.
- Build and extend Generative AI capabilities leveraging ServiceNow's Gen AI features for knowledge article summarization, case deflection, and intelligent content generation.
- Integrate AI models (ServiceNow-native and external LLMs/ML APIs such as OpenAI, Azure OpenAI, Google Vertex, etc.) with ServiceNow workflows.
- Ensure AI governance, security, fairness, and ethical use of generative models aligned with organizational and compliance standards.
- Collaborate with architects, business analysts, and stakeholders to capture requirements for AI-enabled enhancements.
- Mentor junior developers and contribute to best practices, coding standards, and knowledge sharing.
- Troubleshoot, optimize, and improve AI model performance, ensuring seamless end-user experiences.
Required Skills and Experience
- 5+ years of ServiceNow development experience with strong proficiency across ITSM, CSM, ITOM, and related modules.
- Proven experience in ServiceNow AI Frameworks: Virtual Agent, NLU, Agent Workflows, and Predictive Intelligence.
- Expertise in ServiceNow Generative AI capabilities (Gen AI Controller, prompt management, knowledge summarization, and conversational case summarization).
- Strong understanding of Agentic AI models for task orchestration, dynamic workflow automation, and reasoning-based automation.
- Familiarity with AI model training, fine-tuning, prompt engineering, and RAG (Retrieval Augmented Generation) patterns.
- Strong programming and scripting skills: JavaScript, Glide API and integrations.
- Good understanding of APIs, REST/SOAP integrations, ServiceNow Integration Hub, and event-driven architectures.
- Experience in implementing enterprise-grade conversational design: AI personas, intent recognition, multi-turn conversations, escalation flows.
- Excellent problem-solving skills with the ability to design scalable AI-driven ServiceNow solutions.
Preferred Qualifications
- ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD).
- Certification or proven working knowledge in ServiceNow AI/ML and Gen AI capabilities (Virtual Agent, Predictive Intelligence, Gen AI Controller).
- Prior involvement in AI COE or AI Center for Enablement initiatives within enterprise ecosystems.
- Hands-on experience with at least one external LLM integration (OpenAI, Anthropic, Azure, or Google).
- Scripting skills: Python (for ML/AI model integrations).
