Senior Consultant-AI- Service Now

Key Responsibilities

• Design and implement Agentic AI-driven workflows in ServiceNow for task automation, intelligent recommendations, and contextual decision support.
• Develop and configure Conversational AI solutions using ServiceNow Virtual Agent, NLU models, custom intents, and third-party integration for enterprise use cases.
• Build and extend Generative AI capabilities leveraging ServiceNow’s Gen AI features for knowledge article summarization, case deflection, and intelligent content generation.
• Integrate AI models (ServiceNow-native and external LLMs/ML APIs such as OpenAI, Azure OpenAI, Google Vertex, etc.) with ServiceNow workflows.
• Ensure AI governance, security, fairness, and ethical use of generative models aligned with organizational and compliance standards.
• Collaborate with architects, business analysts, and stakeholders to capture requirements for AI-enabled enhancements.
• Mentor junior developers and contribute to best practices, coding standards, and knowledge sharing.
• Troubleshoot, optimize, and improve AI model performance, ensuring seamless end-user experiences.

Required Skills and Experience

• 5+ years of ServiceNow development experience with strong proficiency across ITSM, CSM, ITOM, and related modules.
• Proven experience in ServiceNow AI Frameworks: Virtual Agent, NLU, Agent Workflows, and Predictive Intelligence.
• Expertise in ServiceNow Generative AI capabilities (Gen AI Controller, prompt management, knowledge summarization, and conversational case summarization).
• Strong understanding of Agentic AI models for task orchestration, dynamic workflow automation, and reasoning-based automation.
• Familiarity with AI model training, fine-tuning, prompt engineering, and RAG (Retrieval Augmented Generation) patterns.
• Strong programming and scripting skills: JavaScript, Glide API and integrations.
• Good understanding of APIs, REST/SOAP integrations, ServiceNow Integration Hub, and event-driven architectures.
• Experience in implementing enterprise-grade conversational design: AI personas, intent recognition, multi-turn conversations, escalation flows.
• Excellent problem-solving skills with the ability to design scalable AI-driven ServiceNow solutions.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD).
• Certification or proven working knowledge in ServiceNow AI/ML and Gen AI capabilities (Virtual Agent, Predictive Intelligence, Gen AI Controller).
• Prior involvement in AI COE or AI Center for Enablement initiatives within enterprise ecosystems.
• Hands-on experience with at least one external LLM integration (OpenAI, Anthropic, Azure, or Google).
• Scripting skills: Python (for ML/AI model integrations).