Job Summary
We are seeking a highly skilled ServiceNow AI Implementer & Developer to lead the digital transformation of our enterprise workflows. In this role, you will go beyond traditional ITSM/CSM development to design, build, and deploy advanced AI solutions using the Now Assist portfolio and Generative AI Controller. You will be responsible for creating agentic workflows—AI agents capable of independent reasoning, task execution, and seamless human hand-offs—to drive radical efficiency across the platform.
Key Responsibilities
1. AI Strategy & Implementation
- Now Assist Deployment: Configure and tune Now Assist for ITSM, CSM, and HRSD, focusing on case summarization, resolution generation, and chat-to-code capabilities.
- Agentic Workflows: Design and build AI Agents within the AI Agent Studio that can plan, call specific tools/flows, and execute multi-step actions autonomously.
- Generative AI Controller: Integrate and govern connections to third-party LLMs (e.g., Azure OpenAI, Amazon Bedrock) or ServiceNow's native LLMs.
2. Advanced Development & Integration
- Prompt Engineering: Develop and maintain a library of high-performing prompts, ensuring grounding (RAG), context packing, and strict guardrails to prevent hallucinations.
- Predictive Intelligence: Build and train Machine Learning models for task classification, similarity, and regression to drive proactive service delivery.
- Conversational AI: Architect advanced Virtual Agent topics using Natural Language Understanding (NLU) and LLM-powered conversational flows.
3. Platform Governance & Optimization
- AI Control Tower: Monitor AI performance, latency, and token usage via the AI Control Tower to ensure cost-effectiveness and security.
- Data Readiness: Collaborate with data stewards to ensure clean data for AI training, focusing on Knowledge Base quality and CMDB accuracy.
- Upgrades & Best Practices: Lead the technical evaluation of biannual ServiceNow releases (e.g., Yokohama, Xanadu) to adopt new AI features rapidly.
Technical Skills & Qualifications
Core Requirements:
- Experience: 5+ years of ServiceNow development, with at least 2 years focused on AI/ML modules.
- Scripting: Expert-level JavaScript (Glide API), JSON, and REST/SOAP integration skills.
- AI Tooling: Deep hands-on experience with Flow Designer, IntegrationHub, AI Search, and Performance Analytics.
Certifications (Preferred):
- Certified System Administrator (CSA) & Certified Application Developer (CAD).
- CIS – Human-Centered AI or CIS – Discovery/Service Mapping.
- Micro-certifications in Now Assist, Generative AI Controller, and Predictive Intelligence.
Soft Skills:
- Analytical Mindset: Ability to translate vague business pain points into specific AI-driven automation logic.
- Ethical AI Focus: A strong understanding of data privacy, bias mitigation, and secure coding practices.
