Servicenow Architect

Greetings!

Aegan Technologies is hiring for ServiceNow Architect

Location : Chennai, Hyderabad

Mode: Hybrid

Roles & Responsibilities: 

1. ServiceNow Development & Implementation (Senior Developer Focus):

o Lead the design, development, configuration, and implementation of complex ServiceNow solutions, primarily within the ITSM suite (Incident, Problem, Change, Request, Service Catalog, CMDB, Knowledge Management).

o Develop and maintain custom applications, modules, workflows, UI Policies, Business Rules, Client Scripts, Script Includes, and ACLs, ensuring adherence to best practices and coding standards.

o Design and implement robust integrations between ServiceNow and other enterprise systems using various technologies (REST/SOAP APIs, MID Servers, IntegrationHub).

o Perform code reviews, ensure quality assurance, and provide technical guidance to development teams.

2. Generative AI & Agentic AI Strategy & Implementation:

o Now Assist & Gen AI Deployment: Strategically design, configure, and deploy ServiceNow Now Assist features across ITSM and other relevant modules to significantly enhance agent productivity and user self-service. This includes:

• Implementing and optimizing intelligent summarization, intelligent routing, and task automation using Gen AI.

• Developing and refining AI-powered search capabilities for knowledge and service catalog.

• Customizing and expanding conversational AI experiences within Virtual Agent leveraging Now Assist capabilities.

o Agentic AI Principles: Be a thought leader in applying Agentic AI principles to design and build intelligent automation solutions within ServiceNow, where autonomous agents can proactively identify patterns, suggest solutions, and execute predefined actions with increasing autonomy.

o Evaluate, prototype, and integrate custom Gen AI models or leverage ServiceNow's AI capabilities to create bespoke, innovative solutions.

o Collaborate with data scientists and machine learning engineers to integrate advanced AI services into the ServiceNow ecosystem.

3. ITSM & Operational Optimization with AI:

o Identify and champion opportunities to leverage AI/ML within ITSM processes for predictive analytics, root cause analysis, automation, and enhanced service delivery.

o Optimize CMDB and Service Catalog through AI-driven insights for data quality, mapping, and user experience.

o Implement and analyze AI-driven reporting and dashboards to measure the impact of Gen AI initiatives.