ServiceNow Now Assist Technical Consultant

Role : ServiceNow Now Assist Technical Consultant

Location :- Remote, USA
 
 
  Mandatory requirement to have active AI -MicroCertification= 
  
Experience Required: 
4 10 Years (Minimum 3+ years in ServiceNow ServiceNow AI, GenAI, Now Assist, Virtual Agent, AI Search, and Employee Experience solutions.
 Key Responsibilities:

• Design, configure, and implement ServiceNow Now Assist solutions across ITSM, HRSD, CSM, ITOM, and Employee Workflows.

• Lead customer workshops to identify AI and automation opportunities within ServiceNow.

• Configure and deploy:

• Now Assist for ITSM

• Now Assist for HRSD

• Now Assist for CSM

• Generative AI Controller

• AI Search

• Virtual Agent

• Agent Assist

• Predictive Intelligence

• Knowledge Recommendations

• Build and optimize AI-driven workflows to improve employee and agent productivity.

• Configure prompt engineering, AI capabilities, summarization, content generation, and recommendation use cases.

• Collaborate with architects and business stakeholders to define GenAI adoption strategies.

• Integrate ServiceNow with enterprise AI platforms and LLM services where required.

• Configure and maintain AI Search indexes, search sources, and relevance tuning.

• Support governance, security, compliance, and responsible AI implementation within the ServiceNow platform.

• Develop reusable AI use cases aligned with ServiceNow and HCL best practices.

• Perform testing, validation, monitoring, and optimization of AI-enabled solutions.

• Support production deployments and hypercare activities.

 
 Required Skills & Qualifications:

• Strong hands-on experience on the ServiceNow platform.

• Experience implementing Now Assist capabilities across one or more ServiceNow products.

• Strong understanding of:

• Generative AI concepts

• Large Language Models (LLMs)

• Prompt Engineering

• AI Governance and Responsible AI

• Experience configuring:

• Now Assist

• AI Search

• Virtual Agent

• Predictive Intelligence

• Agent Assist

• Expertise in:

• JavaScript

• Glide APIs

• Flow Designer

• Integration Hub

• REST/SOAP APIs

• Experience creating AI-driven workflows and automation use cases.

• Strong knowledge of ServiceNow platform architecture and security.

• Experience with Service Portal and UI Builder.

• Strong analytical, troubleshooting, and communication skills.

• Ability to work directly with clients and business stakeholders to identify AI-enabled transformation opportunities.

 
 Preferred Experience:

• End-to-end implementation of Now Assist solutions.

• AI Search implementation and relevance optimization.

• Virtual Agent implementation and conversational AI design.

• Knowledge Management transformation using GenAI.

• Experience implementing AI use cases in:

• ITSM

• HRSD

• CSM

• SPM

• ITOM

• Experience integrating ServiceNow with Azure OpenAI or enterprise AI platforms.

• Exposure to Retrieval-Augmented Generation (RAG), Knowledge Management, and Content Generation use cases.

• Experience working in Agile/Scrum methodologies.