Senior Consultant-AI- Service Now

As an experienced ServiceNow developer, you will be responsible for designing and implementing Agentic AI-driven workflows in ServiceNow for task automation, intelligent recommendations, and contextual decision support. Your key responsibilities will include developing and configuring Conversational AI solutions using ServiceNow Virtual Agent, NLU models, custom intents, and third-party integrations for enterprise use cases. Additionally, you will build and extend Generative AI capabilities leveraging ServiceNow's Gen AI features for knowledge article summarization, case deflection, and intelligent content generation. It will be your duty to integrate AI models, both ServiceNow-native and external LLMs/ML APIs such as OpenAI, Azure OpenAI, and Google Vertex, with ServiceNow workflows. You must ensure AI governance, security, fairness, and ethical use of generative models aligned with organizational and compliance standards. Collaboration with architects, business analysts, and stakeholders to capture requirements for AI-enabled enhancements is essential. Furthermore, you will mentor junior developers and contribute to best practices, coding standards, and knowledge sharing. Troubleshooting, optimizing, and improving AI model performance to ensure seamless end-user experiences will also be part of your role. **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. **Qualification Required:** - 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.,