Senior ServiceNow Developer (AI/ML - GenAI Solutions)

Core Responsibilities

1. ServiceNow Development & Customization

• Design, build, and maintain complex ServiceNow applications across ITSM, ITOM, SecOps, HRSD, and CSM modules.
• Develop and optimize advanced business rules, client scripts, script includes, UI actions, and Flow Designer automations.
• Lead the integration of ServiceNow with external systems using REST, SOAP, JDBC, and event-driven frameworks.
• Ensure all customizations follow best practices, performance guidelines, and are upgrade-safe.

2. AI/ML & GenAI Solution Engineering

• Implement

  ServiceNow’s Predictive Intelligence

  features (classification, clustering, similarity matching).
• Architect and develop

  Generative AI solutions

  leveraging ServiceNow’s GenAI capabilities (Virtual Agent enhancements, text summarization, knowledge article generation, and intent detection).
• Build

  custom ML pipelines

  and integrate external AI models (OpenAI, Azure OpenAI, AWS Bedrock, Hugging Face, etc.) into ServiceNow.
• Fine-tune and optimize models for domain-specific use cases (incident triage, change risk scoring, chatbot responses, performance analysis).
• Create governance frameworks for

  responsible AI adoption

  (bias checks, accuracy validation, audit trails).

3. Data & Analytics

• Design and maintain

  data pipelines

  between ServiceNow and AI/ML services.
• Ensure

  high-quality training data

  by curating, cleansing, and labeling ServiceNow records (incidents, requests, knowledge articles).
• Develop advanced

  Performance Analytics dashboards

  and AI-driven insights for platform KPIs.
• Monitor model performance and continuously retrain models for accuracy and relevance.

4. Technical Leadership & Collaboration

• Mentor junior developers and AI engineers in ServiceNow development and AI/ML integration best practices.
• Partner with business stakeholders, architects, and data scientists to define

  AI-driven use cases

  on the ServiceNow platform.
• Collaborate with UX designers to embed AI features into ServiceNow experiences (chatbots, agent workspace, portals).
• Act as the

  technical authority

  for AI/ML innovation in ServiceNow across the enterprise.

5. Governance, Security, & Compliance

• Ensure compliance with

  ServiceNow security best practices

  and enterprise security standards (encryption, data residency, GDPR).
• Implement

  AI explainability & transparency

  mechanisms for all ML/GenAI solutions deployed.
• Conduct regular reviews of

  model outputs and performance metrics

  for compliance and risk management.
• Define CI/CD pipelines for safe AI/ServiceNow deployment using DevOps practices.

6. Innovation & Continuous Improvement

• Research and evaluate

  emerging AI/ML capabilities

  within ServiceNow (Now Assist, AI Search, Virtual Agent, Agent Intelligence).
• Drive

  proofs-of-concept

  (PoCs) for new GenAI features and evaluate business impact.
• Identify opportunities for

  process automation, optimization, and intelligent decisioning

  across IT and business workflows.
• Advocate for

  innovation culture

  by sharing success stories, best practices, and reusable AI components.