About the Job:
- Job Title: SeniorServiceNow Developer with Gen AI
- Skills : ServiceNow CSM, JavaScript/Glide, Gen AI, REST API, ATF
- Experience Required : 6+ Years
- Location: Chennai
- Notice Period: Immediate Joiners Preferred - 15 days preferred
Job Description:
- Platform Configuration
- Configure out-of-the-box (OOTB) features, including workflows, forms, fields, and user interfaces, to meet business requirements.
- Set up and manage user roles, permissions, and access controls in alignment with governance policies.
- Maintain and manage multiple ServiceNow instances (e.g., development, testing, production) to ensure stability and consistency.
- Custom Development
- Develop tailored applications and modules to address unique business needs that cannot be met with OOTB functionality.
- Write and maintain server-side and client-side scripts, business rules, UI actions, and script includes.
- Design and implement custom workflows and automation for complex business processes.
- Integrations and Data Management
- Build and maintain integrations with third-party systems and enterprise tools using APIs, web services, or middleware.
- Migrate data from legacy systems into ServiceNow and ensure ongoing data accuracy and integrity.
- Establish processes for managing core data elements, such as customer or product data, within the platform.
- Collaboration and Stakeholder Engagement
- Collaborate with Business Owners, Product Owners, and other stakeholders to understand requirements and translate them into technical solutions.
- Provide guidance on ServiceNow capabilities, limitations, and best practices during solution design discussions.
- Incorporate user feedback into configuration and development efforts to improve platform usability.
- Quality Assurance and Testing
- Conduct regular code reviews to ensure quality, maintainability, and adherence to coding standards.
- Perform unit testing on all configurations and customizations before deployment.
- Assist testing teams in functional, performance, and regression testing to validate that solutions meet requirements.
- Deployment and Release Management
- Work closely with the Change Management and Service Delivery teams to plan, schedule, and execute releases.
- Use version control systems to track changes and manage releases across different environments.
- Leverage tools for automated deployment to streamline the release process.
- Maintenance and Support
- Address and resolve issues, incidents, and bugs reported by users or support teams.
- Apply ServiceNow patches and version upgrades, ensuring compatibility with custom configurations.
- Continuously monitor system health and performance to identify and address potential issues proactively.
- Continuous Improvement
- Identify and implement automation opportunities to improve efficiency and reduce manual effort.
- Optimize workflows, scripts, and configurations to improve platform performance and scalability.
- Stay updated on new ServiceNow features and modules to identify opportunities for adoption and innovation.
- Governance and Compliance
- Ensure all configurations and developments comply with CoE-defined standards, policies, and security requirements.
- Maintain documentation and records of configurations and changes for audit purposes.
- Implement secure coding practices to protect sensitive data and comply with regulatory requirements.
- Knowledge Management
- Create and maintain comprehensive technical documentation for configurations, scripts, and workflows.
- Share technical expertise with other CoE members and train support teams to manage routine platform operations.
- Assist in developing training materials and resources to help end-users adopt new features effectively.
- AI & Agentic Capabilities (Now Assist / AI Agents)
- Design, build, and tune Now Assist for CSM (case summarization, reply drafts, next-best actions, article generation) and AI Search experiences.
- Configure and govern Generative AI Controller connections to LLM providers; set guardrails, data policies, and prompt templates for safe and relevant outputs.
- Build AI Agents (agentic workflows) that can plan, call tools/flows, retrieve knowledge, execute actions, and follow hand-off protocols to humans.
- Implement Virtual Agent topics, conversational flows, and Agent Assist signals that are grounded on curated knowledge and case context.
- Establish prompt engineering standards (structure, context packing, grounding, temperature, retry/stop conditions) and reusable prompt libraries.
- Experience in workflow data fabric.
Qualification & Certification:
- 5-7 years hands-on ServiceNow development/configuration; preferably 2+ years with CSM module.
- ServiceNow CSA, CAD, CIS–CSM
- Micro/Pro certifications for Now Assist / Generative AI, Predictive Intelligence, Virtual Agent
- Proven delivery with Workflow Editor, Flow Designer, Agent Workspace, Virtual Agent, AI Search, Predictive Intelligence.
- Practical prompt engineering experience (context strategies, grounding, evaluation, few-shot vs. tool-augmented prompts).
- Strong JavaScript (Glide), data modelling, REST integrations, and ATF.
Tools:
- ServiceNow CSM
- Agent Workspace
- Workflow Editor/Flow Designer
- Virtual Agent
- Now Assist
- AI Search
- Predictive Intelligence
About the Company:
InfoBeans is a global digital transformation and product engineering company, enabling businesses to thrive through innovation, agility, and cutting-edge technology solutions. With over 1,700 team members across the globe, we specialize in custom software development, enterprise solutions, cloud, AI/ML, UX, automation, and digital transformation services.
At InfoBeans, we live by our core purpose of Creating WOW!—for our clients, team members, and the community. Our collaborative culture, growth opportunities, and people-first approach make us one of the most trusted and rewarding workplaces. Link: https://infobeans.ai/
