Senior ServiceNow Engineer AI & Platform

Company: Centum Infosystems Pvt Ltd

Role: Senior ServiceNow Engineer – AI & Platform

Employment Type: Full-Time, Permanent

Work Location: 100% Remote (Permanent Work From Home)

Department: Information Technology / Enterprise Applications

Experience Level: 5+ Years

At Centum Infosystems, we deliver transformative technology solutions and digital innovation across global enterprise environments. We foster an agile, forward-thinking work culture where technological expertise meets business impact.

We are looking for an experienced and forward-thinking Senior ServiceNow Engineer – AI & Platform to lead the optimization, modernization, and AI enablement of our ServiceNow ecosystem.

In this role, you will be instrumental in modernizing our employee experience by replacing legacy request portals with ServiceNow Employee Center, configuring generative AI features via Now Assist, deploying intelligent Virtual Agent conversational workflows, and managing our core platform modules (ITSM, CMDB, Change Management, SPM).

AI & Conversational Automation:

• Configure, deploy, and maintain Now Assist (GenAI capabilities) across key workflows.
• Design, train, and optimize Virtual Agent / Chatbot conversations to drive frictionless self-service and reduce service desk operational load.
• Identify innovative use cases for machine learning, predictive intelligence, and generative AI to boost operational efficiency.

Portal & Employee Experience Modernization:

• Lead end-to-end implementation and rollout of ServiceNow Employee Center, replacing legacy service portals with unified multi-department experiences.
• Optimize user journeys, request catalogs, and knowledge base structures to ensure seamless adoption.

Core Platform Administration & Governance:

• Own day-to-day administration, system health, security configurations, script includes, business rules, and UI policies.
• Oversee, configure, and enhance modules including ITSM (Incident, Problem, Change, Request), CMDB, and Strategic Portfolio Management (SPM/Project Management).
• Lead bi-annual platform version upgrades, family release patching, clone schedules, and regression testing.

Continuous Improvement & Stakeholder Collaboration:

• Partner closely with internal business stakeholders to translate operational needs into scalable technical designs.
• Establish governance best practices, development guardrails, and technical documentation.

Education: Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline.

Core Technical Experience:

• 5+ years of hands-on technical experience in ServiceNow platform engineering, administration, and development.
• Proven experience with ITSM, CMDB, Change Management, and Project Portfolio Management / SPM.

AI & Automation Expertise:

• Demonstrated hands-on experience implementing or configuring Now Assist and Virtual Agent (NLU/Conversational AI).
• Solid understanding of workflow automation (Flow Designer, Integration Hub, REST/SOAP APIs).

Portal Modernization:

• Hands-on implementation experience transitioning portals to Employee Center / Employee Center Pro.

Soft Skills:

• Analytical mindset with strong root-cause troubleshooting capabilities.
• Excellent written and verbal stakeholder communication skills in an autonomous, remote environment.

• ServiceNow Certifications (Highly Valued):
• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist (CIS) in ITSM, HRSD, or Virtual Agent / Now Assist
• Direct experience deploying AI-driven self-service solutions in production enterprise environments.

• 100% Permanent Remote Flexibility: Work from anywhere with a strong work-life balance.
• Cutting-Edge Technology: Work hands-on with the latest ServiceNow family releases and generative AI capabilities.
• Career Growth: Transparent career paths, sponsored technical certifications, and leadership opportunities.
• Comprehensive Benefits: Competitive compensation package, health insurance, and paid time off.

Centum Infosystems Pvt Ltd is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.