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:
o Now Assist for ITSM
o Now Assist for HRSD
o Now Assist for CSM
o Generative AI Controller
o AI Search
o Virtual Agent
o Agent Assist
o Predictive Intelligence
o 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:
o Generative AI concepts
o Large Language Models (LLMs)
o Prompt Engineering
o AI Governance and Responsible AI
• Experience configuring:
o Now Assist
o AI Search
o Virtual Agent
o Predictive Intelligence
o Agent Assist
• Expertise in:
o JavaScript
o Glide APIs
o Flow Designer
o Integration Hub
o 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.
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