Department:
Information Technology
Location:
APAC-India-IT Delivery Center Hyderabad
Description
Role summary
Align is currently seeking an
Associate Software Engineer, ServiceNow
, to join our Digital Workplace Technology & Operations organization. In this role, you will help
modernize our employee experience by building next-generation technical solutions
on the ServiceNow platform. This position will vary in the scope of project responsibilities; 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 use—within 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 we’re 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 Policy
for 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.
