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
Gen Ai • Bengaluru, Karnataka, India