Description and Requirements
Role Overview
We are hiring a Technical Solution Lead - ServiceNow GenAI to drive the design, development, and deployment of AI-powered solutions on the ServiceNow platform.
This role is accountable for owning AI use cases end-to-end, from identifying opportunities to delivering production-ready solutions. The individual will work closely with Offering Managers, Architects, and business stakeholders to translate real problems into scalable AI-driven workflows.
Key Responsibilities
AI Use Case Ownership
- Identify, evaluate, and prioritize high-impact AI use cases across ITSM and CSM
- Define business value, feasibility, and data readiness
- Drive execution from PoC → Pilot → Production rollout
ServiceNow GenAI Solution Design
- Design and implement solutions using:
- Now Assist
- Predictive Intelligence
- Virtual Agent
- Flow Designer and IntegrationHub
- Build AI-powered workflows aligned with ServiceNow best practices
- Ensure scalability, performance, and maintainability of solutions
Hands-on Development & Prototyping
- Actively contribute to configuration, scripting, and debugging
- Develop rapid prototypes to validate AI use cases
- Guide development teams on implementation patterns and best practices
- Review prompts, workflows, and AI outputs for optimization
Integration & AI Ecosystem
- Integrate ServiceNow with external AI/LLM platforms (e.g., Azure OpenAI)
- Design and implement REST API-based integrations and orchestration
- Enable data grounding and context-aware AI responses
AI Governance & Risk Management
- Implement safeguards for AI risks such as hallucination, bias, and data privacy
- Design human-in-the-loop workflows where required
- Ensure auditability and traceability of AI-driven decisions
Stakeholder & Offering Collaboration
- Work closely with Offering teams to shape AI roadmap and use case pipeline
- Conduct workshops, demos, and stakeholder discussions
- Translate business needs into technical AI solutions
Required Skills & Experience
Experience
- 6-10 years of overall experience in IT
- Minimum 3+ years of hands-on experience in ServiceNow development/architecture
- Proven experience in at least 1-2 AI/GenAI implementations (beyond theoretical or PoC-only exposure)
ServiceNow Expertise
- Strong experience in ITSM / CSM workflows
- Deep knowledge of:
- Scripting (Business Rules, Script Includes, Client Scripts)
- Flow Designer and IntegrationHub
- REST/SOAP integrations
- Experience in Technical Lead or Solution Architect role
AI & GenAI Capabilities
- Hands-on experience with:
- Now Assist
- Predictive Intelligence
- Virtual Agent
- Strong understanding of:
- Prompt engineering and optimization
- AI use case identification
- Data readiness and grounding techniques
Technical Skills
- JavaScript (ServiceNow scripting)
- API integrations and orchestration
- Understanding of AI architecture and cloud-based AI services
Communication & Leadership
- Strong stakeholder management skills
- Ability to translate technical solutions into business impact
- Experience working with cross-functional teams
Preferred Qualifications
- ServiceNow certifications (CSA, CIS, CAD)
- Experience in enterprise-scale implementations
- Exposure to AI transformation programs
