Job
Description
; however, generally, this position will focus on leveraging Artificial Intelligence to drive innovation, enhance service delivery, and automate workflows within the ServiceNow ecosystem
Unlike traditional ServiceNow developer roles, this position has a strong focus on Agentic AI solutions You will assist in designing and developing autonomous AI agents using Microsoft Copilot Studio that integrate deeply with ServiceNow to automate complex workflows, resolve employee queries, and execute tasks across platforms Role expectations Role expectations AI Agent Development (Microsoft Copilot Studio) Build Conversational Flows Build and configure AI topics, trigger phrases, and conversation paths within Microsoft Copilot Studio (formerly Power Virtual Agents) based on functional requirements Action Configuration Configure "Agent Topics" and Plugins that allow the AI to perform tasks (e g , "Create Incident," "Reset Password," "Check PTO Balance") directly within ServiceNow Prompt Tuning Assist in testing and refining system prompts and instructions to ensure the AI agent adheres to brand tone, safety guidelines, and business logic Knowledge Grounding Configure Generative AI settings to ensure the agent answers questions accurately using approved ServiceNow Knowledge Base (KB) articles Agentic AI principles Develop custom solutions utilizing LLMs for multi-step task decomposition, planning, and tool usewithin or integrated with the ServiceNow platform ServiceNow & Integration Engineering ServiceNow Development Develop and maintain Catalog Items, Flow Designer flows, and Business Rules to support the backend logic required by AI agents API Integration Build and maintain Microsoft Power Automate flows and Custom Connectors to facilitate data exchange between Microsoft Copilot and ServiceNow REST APIs Apply Retrieval-Augmented Generation (RAG) techniques to ground AI responses using data stored both within ServiceNow (Knowledge Bases) and external sources, adjusting the scope of data sources per project needs Scripting Write clean, efficient code (JavaScript/GlideScript) for server-side processing and data transformation Troubleshooting Monitor agent performance, investigate API failures, and debug integration errors between Microsoft 365 and ServiceNow Quality Assurance & Optimization Documentation Create technical documentation for new AI features, including architecture diagrams, API specifications, and user guides Testing Conduct thorough testing (unit, integration, regression) for all implemented solutions, ensuring adherence to performance, security, and quality standards for all platform development and integrations Continuous Improvement Stay updated on latest features in ServiceNow and Microsoft Copilot Studio to suggest continuous improvement of the design and implementation process, particularly regarding the efficiency and accuracy of AI-driven workflows What We're Looking For What were looking for Bachelor's degree in computer science, information technology, or related field, or equivalent work experience ServiceNow Fundamentals Basic understanding of the ServiceNow platform modules (ITSM or HRSD modules) Development Basics Proficiency in JavaScript and an understanding of REST APIs (JSON, POST/GET requests) Low-Code/No-Code Interest Exposure to or strong interest in Microsoft Power Platform (Power Automate, Power Apps) or Copilot Studio Problem Solving Ability to break down complex logic into step-by-step technical workflows Preferred Skills (Nice To Have) Experience building chatbots or virtual assistants (ServiceNow Virtual Agent, Power Virtual Agents, or similar) Understanding of Azure Logic Apps or Microsoft Graph API Familiarity with Agile/Scrum development methodologies Microsoft (Power Platform, Copilot) and ServiceNow certifications (CSA, CAD) is a plus Soft Skills Curiosity A strong desire to learn Agentic AI concepts (RAG, vector search, LLMs) Communication Ability to explain technical constraints to non-technical stakeholders Collaboration Willingness to work closely with senior architects and product owners in a team setting Applicant Privacy Policy Review our Applicant Privacy Policyfor additional information Equal Opportunity Statement Align Technology is an equal opportunity employer We are committed to providing equal employment opportunities in all our practices, without regard to race, color, religion, sex, national origin, ancestry, marital status, protected veteran status, age, disability, sexual orientation, gender identity or expression, or any other legally protected category Applicants must be legally authorized to work in the country for which they are applying, and employment eligibility will be verified as a condition of hire
