ServiceNow AI & Automation Specialist

ServiceNow AI & Automation Specialist

Location: Houston, TX (Remote)

Position Overview

Seeking an innovative ServiceNow AI & Automation Specialist to drive intelligent automation and AI-powered capabilities across the ServiceNow platform. This role will focus on leveraging ServiceNow AI, machine learning, and workflow automation tools to enhance service delivery, improve operational efficiency, and elevate user experience.

The ideal candidate combines hands-on ServiceNow expertise with a strong understanding of automation strategies and emerging AI capabilities, including generative AI.

Key Responsibilities

·        Design and implement AI-driven and automated solutions within the ServiceNow platform

·        Leverage ServiceNow capabilities such as:

o   Now Assist (Generative AI)

o   Virtual Agent (chatbots)

o   Predictive Intelligence (ML-based classification and routing)

o   Flow Designer & IntegrationHub

·        Identify opportunities to automate manual processes across IT, HR, and customer workflows

·        Collaborate with stakeholders to define AI use cases and automation strategies

·        Develop and optimize workflows, bots, and decision engines

·        Integrate ServiceNow with external systems using APIs and automation tools

·        Monitor and improve AI model performance, accuracy, and adoption

·        Ensure AI and automation solutions align with security, compliance, and governance standards (HIPAA)

·        Support change management and user adoption of AI-enabled features

·        Stay current with ServiceNow AI roadmap and industry best practices

Required Qualifications

·        4–7 years of experience working with ServiceNow platform

·        Hands-on experience with:

o   Flow Designer and automation workflows

o   IntegrationHub and APIs (REST/SOAP)

o   Virtual Agent or chatbot development

·        Exposure to AI/ML capabilities within ServiceNow (Predictive Intelligence, Now Assist, etc.)

·        Strong understanding of process automation and workflow optimization

·        Experience translating business needs into automated solutions

·        Strong problem-solving and analytical skills

Preferred Qualifications

·        ServiceNow certifications:

o   Certified System Administrator (CSA)

o   Certified Application Developer (CAD)

·        Experience with Generative AI or AI frameworks (inside or outside ServiceNow)

·        Experience in healthcare environments

·        Familiarity with scripting (JavaScript, Glide)

·        Knowledge of ITSM, HRSD, or CSM modules

·        Experience working in Agile environments

Ideal Candidate Profile

·        Forward-thinking and passionate about AI and automation

·        Strong mix of technical capability and business acumen

·        Creative problem-solver who identifies efficiency opportunities

·        Collaborative and adaptable in a fast-evolving technology landscape