ServiceNow AI

Job Summary:

We are looking for an experienced ServiceNow AI Architect with 8+ years of hands-on experience across the SeviceNow ecosystem and designing, developing, and leading enterprise-grade ServiceNow AI implementations. The ideal candidate should have strong expertise and extensive prior experience designing, developing and deploying high impact AI solutions over the last 3 years that deliver significant measurable business value.

The role requires a mix of deep technical skills, functional understanding, and strong logical & reasoning capabilities to design scalable, automated, and AI-driven solutions.

Key Responsibilities:

• Lead end-to-end ServiceNow solution design and development for enterprise AI use cases.
• Thought Leadership for automation use cases and improved user experience leveraging AI and develop appropriate metrics for value derived.
• Deep understanding of ServiceNow AI architecture, LLMs, MCP Servers/clients and implementation patterns.
• Architect and develop advanced Virtual Agent & Agent based solutions, including conversational flows, integrations, and AI-driven responses.
• Design and implement GenAI and Agentic AI use cases (e.g., auto-resolution, intelligent decisioning, autonomous workflows).
• Vast experience developing custom AI agents using ServiceNow Agent Studio.
• Build and optimize solutions using Workflow Data Fabric (WDF) for seamless data orchestration across platforms.
• Act as a core developer for ITSM, ITOM modules (Incident, Problem, Change, Request, Event, Discovery, CMDB) with expertise on Predictive Intelligence, AI/ML data modelling & Platform Analytics.
• Develop custom applications using App Engine Studio, scripting, and familiarity with data models, UI policies, business rules, and APIs.
• Implement Creator Flow / Flow Designer workflows with approvals, integrations, and exception handling.
• Co-ordinate with internal/external stakeholders for development of user stories, configurations and get it delivered on agreed timeline

Technical Skills (Must-Have)

7+ years of hands-on ServiceNow development experience and 2+ years specialization in AI use case development and deployment.

• Virtual Agent
• Topic design & conversation flows
• VA Designer & NLU models
• Context handling and dynamic routing
• GenAI / Now Assist / Otto
• Prompt engineering
• AI-assisted case categorization, summarization
• Knowledge article generation & response drafting

• Agentic AI / Build Agent
• Multi-step autonomous workflows
• Decision-based execution
• Build Engineering (Component, Apps etc.)
• Workflow Data Fabric (WDF)
• Federated data access
• External data orchestration

• Predictive Intelligence
• Configuration and tuning of classification, similarity, and clustering models
• Model lifecycle management
• Understanding of ML thresholds, confidence scores, fallback logic
• Platform Analytics
• Design KPI, Metrics, Indicators, Breakdowns, Time series analysis
• Predictive forecasting, Anomaly detection
• Advanced Dashboard & Reporting
• ITSM , AppEngine Core modules
• Creator Flow / Flow Designer
• App Engine / App Engine Studio

• Advanced scripting skills:
• JavaScript, Glide APIs, Script Includes
• Business Rules, Client Scripts, UI Actions, Macros
• REST / SOAP integrations, IntegrationHub, Spokes
• Strong understanding of ServiceNow data model and CMDB

Functional & Behavioural Skills (Must-Have)

• Strong functional understanding of ITSM, ITOM processes, Custom App Designing
• Excellent logical thinking and reasoning skills
• Ability to design solutions, not just configure features
• Strong problem-solving and analytical capabilities
• Experience working in agile / hybrid delivery models
• Ability to communicate technical concepts to non-technical stakeholders
• Leadership mindset with mentoring and guidance experience

Desired Credentials / Knowledge:

• ServiceNow CIS-ITSM, CSA, CAD, AI credentials or any other mainline & micro certification
• NOW Platform Development & Administration
• ITIL v4 Certified