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Service NOW Gen AI

Tata Consultancy ServicesBengaluru, Karnataka, India

26 days ago

Job description

Role- Service NOW Gen AI

Required Technical Skill Set - ServiceNow, ITSM, ITOM

Experience Range-6 to 10 Years

Location-Pan India

Desired Competencies :

Must-Have :

Technical Competency

1. Generative AI Fundamentals

Understanding of LLMs (Large Language Models) like GPT-4, Gemini, and Nemotron.

Familiarity with prompt engineering and model tuning.

Knowledge of text-to-code and text-to-flow generation using natural language inputs.

2. ServiceNow Platform Expertise

Proficiency in ServiceNow modules : ITSM, HRSD, CSM, IRM.

Experience with Now Assist tools :

Now Assist for Creator (code generation)

Now Assist for CSM / HRSD (summarization, virtual agents)

Hands-on with Generative AI Controller for model orchestration.

3. Programming & Scripting

Strong skills in JavaScript, XML, and Glide scripting.

Ability to write and debug custom workflows and business rules.

Familiarity with REST APIs and integration techniques.

4. AI & ML Integration

Experience with Predictive Intelligence for anomaly detection and ticket routing.

Use of Natural Language Understanding (NLU) for chatbot and virtual agent design.

Exposure to AIOps for IT operations automation.

5. Cloud & Model Hosting

Knowledge of Azure OpenAI, Google Cloud AI, AWS Bedrock, and NVIDIA AI.

Ability to use Bring Your Own LLM (BYO-LLM) connectors.

Understanding of model governance via Now Assist Guardian.

6. Automation & Productivity Tools

Automating tasks like :

Incident routing

Bug tracking

Work note summarization

Using AI Search for contextual knowledge retrieval.

7. Security & Compliance

Awareness of GDPR, HIPAA, and enterprise data privacy standards.

Implementing secure AI workflows with platform-level controls.

Behavioral competency

Effective communication skills with both non-technical and technical audiences (verbal and written)
Excellent Interpersonal skills to work with the project team members collaboratevily
Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives)

Good-to-Have -

ITIL V3 / V4 foundation certification

CAD, CSA, Implementation Specialist ITSM.

Responsibility :

Designs and develops solutions on the ITSM / ITOM modules using best practices

Partners with ServiceNow Business Analyst to understand requirements and possible solutions

Takes ownership of complex business requirements and works them to completion

Takes ownership of incident queue and work on remediation to completion

Works closely with the ServiceNow functional team and external development partners to build requested items

Experience configuring and improving core and custom applications

Experience configuring and maintaining workflows, flow designs, scripts, UI design, ACL and business rules

Configure and maintain notifications, UI pages, UI Macros, Script includes and Formatters

Has working knowledge of ServiceNow ITSM / ITOM integrations using out of the box spokes or APIs

Develops reports and dashboards using core ServiceNow functionality

Load, manipulate and maintain data between ServiceNow and other systems

Develops and maintain clear and concise technical and process documentation

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Gen Ai • Bengaluru, Karnataka, India