ServiceNow Now Assist Technical Consultant

Job Title: ServiceNow Now Assist Technical Consultant

Location: Remote

Contract

• 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.