Lead Engineer - ServiceNow

Responsibilities

• Design & Develop ServiceNow Virtual Agent & Chat Solutions :
• Architect, develop, and maintain Virtual Agent conversations to enhance user interaction and streamline service delivery. Customize and integrate ServiceNow Chat solutions for real-time user support and automation of routine tasks.
• Service Catalog Development :
• Develop and maintain custom Service Catalog items, workflows, and integrations. Collaborate with stakeholders to design intuitive catalog offerings that improve user experience and increase automation.
• Predictive Intelligence & Machine Learning :
• Implement and continuously optimize ServiceNow Predictive Intelligence models for incident classification, routing, and recommendations to improve automation accuracy.
• Automation & Integration :
• Design and implement automation solutions using Flow Designer, Integration Hub, and other ServiceNow tools to streamline IT and business processes. Integrate ServiceNow with third-party systems to enable seamless data exchange and automation.
• ServiceNow Platform Expertise :
• Stay updated with the latest ServiceNow features and best practices. Provide technical leadership, mentoring, and knowledge transfer to junior developers and teams.
• Troubleshooting & Support :
• Debug and resolve issues in Virtual Agent, Chat, Service Catalog, and predictive models. Provide ongoing support to ensure performance, scalability, and security of automation solutions.

Skills Required

Machine Learning