Artificial Intelligence Engineer - ServiceNow Ecosystem

Role Overview

Lead Architecture & Strategy For GenAI Initiatives

• Design and implement enterprise-grade GenAI use cases tailored for ServiceNow ITSM/ITOM modules.
• Own end-to-end technical strategy for AI/ML features embedded in the ServiceNow platform.
  

ServiceNow GenAI & Now Assist Integration

• Implement, configure, and optimize Now Assist modules (including Virtual Agent, Search, and Summarization tools).
• Integrate Azure OpenAI with ServiceNow to enable intelligent responses, dynamic knowledge generation, and automated ticket summarization.
  

Automation And Knowledge Engineering

• Automate the generation and curation of knowledge base articles and ticket updates using LLM-based summarization techniques.
• Enhance the platforms cognitive capabilities to improve agent efficiency and end-user satisfaction.
  

Workflow Enhancement Through AI

• Develop and deploy AI-driven workflow enhancements, virtual agents, and contextual assistants that improve productivity.
• Collaborate with product owners, platform architects, and service delivery teams to operationalize AI Technical Skills :
  

ServiceNow Platform Expertise

• Deep experience in configuring and extending the ServiceNow platform, especially with ITSM and ITOM modules.
• Strong knowledge of the GenAI features within ServiceNow, including domain separation, data security, and governance considerations.
  

Now Assist Implementation

• Proven hands-on experience in deploying and customizing Now Assist features, including search enhancement, case summarization, and intelligent chatbot interactions.
  

AI Integration Capabilities

• Strong proficiency in integrating Azure OpenAI APIs with enterprise platforms.
• Familiarity with secure, scalable API integrations and service orchestration.
  

LLM Use Case Design

• Ability to conceptualize, design, and implement GenAI-based solutions within real-world IT workflows.
• Knowledge of prompt engineering, RAG (Retrieval-Augmented Generation), and fine-tuning of models is a strong Qualifications :
• Certified ServiceNow Administrator or Implementation Specialist
• Microsoft Azure AI Engineer or relevant certification
• Prior experience in enterprise AI implementation across ITSM, HRSD, or CSM modules
• Strong understanding of data privacy, model governance, and Responsible AI principles