Talent.com
AI-Driven Workflow Specialist

AI-Driven Workflow Specialist

NTT DATA Business SolutionsHyderabad, Republic Of India, IN
1 day ago
Job description

Key Responsibilities

  • Design and implement Agentic AI-driven workflows in ServiceNow for task automation, intelligent recommendations, and contextual decision support.
  • Develop and configure Conversational AI solutions using ServiceNow Virtual Agent, NLU models, custom intents, and third-party integration for enterprise use cases.
  • Build and extend Generative AI capabilities leveraging ServiceNow’s Gen AI features for knowledge article summarization, case deflection, and intelligent content generation.
  • Integrate AI models (ServiceNow-native and external LLMs / ML APIs such as OpenAI, Azure OpenAI, Google Vertex, etc.) with ServiceNow workflows.
  • Ensure AI governance, security, fairness, and ethical use of generative models aligned with organizational and compliance standards.
  • Collaborate with architects, business analysts, and stakeholders to capture requirements for AI-enabled enhancements.
  • Mentor junior developers and contribute to best practices, coding standards, and knowledge sharing.
  • Troubleshoot, optimize, and improve AI model performance, ensuring seamless end-user experiences.

Required Skills and Experience

  • 5+ years of ServiceNow development experience with strong proficiency across ITSM, CSM, ITOM, and related modules.
  • Proven experience in ServiceNow AI Frameworks : Virtual Agent, NLU, Agent Workflows, and Predictive Intelligence.
  • Expertise in ServiceNow Generative AI capabilities (Gen AI Controller, prompt management, knowledge summarization, and conversational case summarization).
  • Strong understanding of Agentic AI models for task orchestration, dynamic workflow automation, and reasoning-based automation.
  • Familiarity with AI model training, fine-tuning, prompt engineering, and RAG (Retrieval Augmented Generation) patterns.
  • Strong programming and scripting skills : JavaScript, Glide API and integrations.
  • Good understanding of APIs, REST / SOAP integrations, ServiceNow Integration Hub, and event-driven architectures.
  • Experience in implementing enterprise-grade conversational design : AI personas, intent recognition, multi-turn conversations, escalation flows.
  • Excellent problem-solving skills with the ability to design scalable AI-driven ServiceNow solutions.

    • Preferred Qualifications

  • ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD).
  • Certification or proven working knowledge in ServiceNow AI / ML and Gen AI capabilities (Virtual Agent, Predictive Intelligence, Gen AI Controller).
  • Prior involvement in AI COE or AI Center for Enablement initiatives within enterprise ecosystems.
  • Hands-on experience with at least one external LLM integration (OpenAI, Anthropic, Azure, or Google).
  • Scripting skills : Python (for ML / AI model integrations).
    • Create a job alert for this search

    Workflow Specialist • Hyderabad, Republic Of India, IN