Senior ServiceNow HRSD & Conversational AI Developer

S&P Global Market Intelligence

7 - 12 years

9 - 14 Lacs

noida hyderabad

Posted:2 days ago| Platform:

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Skills Required

rest css servicenow itsm angularjs microsoft azure ui policy jdbc service catalog itil certified ui glide ssis process automation soap client scripts itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Responsibilities and Impact:

Design, configure, and customize ServiceNow applications using Business Rules, Script Includes, Client Scripts, UI Policies, and Catalog UI Scripts.
Utilize Flow Designer and Workflow Editor for automation and process orchestration.
Develop Scoped Applications and reusable components that follow ServiceNow best practices.
Maintain system performance, query optimization, and efficient script execution.
Build role-based access (ACLs) for HR data privacy and security.
Implement and enhance HR Case Management, HR Knowledge, HR Lifecycle Events, and Employee Document Management.
Configure HR Profiles, HR Templates, and Case Forms to match HR processes (onboarding, offboarding, payroll, leave, benefits).
Build HR Service Catalog items with guided forms, approval flows, and fulfillment tasks.
Implement document generation and e-signature integrations (DocuSign, Adobe Sign).
Configure and extend Agent Chat for HR service delivery, enabling seamless live HR interactions.
Design and implement Virtual Agent topics for common HR inquiries, integrated with HR cases and knowledge articles.
Configure Advanced Work Assignment (AWA) for routing chat requests to the right HR agents based on skills, availability, and capacity.
Personalize Employee Center / Service Portal to support chat, case deflection, and HR self-service.
Develop custom portal widgets using AngularJS, HTML, CSS, and ServiceNow APIs to enhance user experience.
Leverage Flow Designer to automate HR case lifecycle events, document generation, and notifications.
Create subflows, reusable actions, and spokes for HR processes and integrations.
Transition legacy Workflows into Flow Designer where applicable.
Integrate Flow Designer with IntegrationHub for orchestrating end-to-end HR processes.
Develop and maintain real-time and batch integrations between ServiceNow HRSD and external HR systems (Workday, Payroll, Identity Systems).
Build IntegrationHub Spokes and actions for seamless HR process automation.
Implement REST/SOAP APIs, JDBC, and File-based integrations as per business needs.
Ensure secure and compliant handling of PII data exchange during integrations.
Leverage ServiceNow Now Assist (GenAI) to enhance HR case deflection, knowledge article generation, and conversational search.
Configure and extend Virtual Agent with Generative AI to deliver natural language HR query resolution integrated with HR Knowledge and HR Cases.
Integrate with third-party AI solutions (e.g., Moveworks, Microsoft Copilot, enterprise AI chatbots) to provide a unified HR support experience.
Implement Predictive Intelligence for case categorization, assignment, and sentiment analysis to proactively improve HR service quality.
Enable AI-powered Agent Assist within HR Agent Workspace for knowledge suggestions, case summarization, and automated responses.

What Were Looking For:
Basic Required Qualifications:

Bachelors degree in Computer Science, Information Systems, or Engineering, or equivalent work experience.
Certified CAD and CIS-HRSD.
5-7 years experience in ServiceNow configuration, development, and management.
Hands-on experience launching and managing HRSD and Integration services.
Mentor team members proactively, cultivating a collaborative and growth-focused atmosphere.
Offer guidance and support for professional development and technical expertise.
Lead initiatives to improve service delivery and operational efficiency while working with stakeholders to define requirements, suggest solutions, and drive implementation.
Demonstrable experience piloting and driving new modules and functionality.
Strong ServiceNow development and scripting skills in JavaScript.
Experience using ServiceNow Glide JavaScript libraries.
Experience with custom layouts using AngularJS.
Demonstrable experience in Scoped Application Development.
Ability to take initiative without explicit direction.
Strong interpersonal skills with the ability to work effectively in a cross-functional and multi-national team.
Proven ability to work independently and in a fast-paced, dynamic environment.
Excellent problem-solving skills and attention to detail.
Experience in integrating third-party applications with ServiceNow.
Experience with ServiceNow Now Assist for HRSD, Virtual Agent with Generative AI, and Predictive Intelligence.
Hands-on exposure to Generative AI APIs (OpenAI, Microsoft Azure OpenAI, Anthropic) for extending ServiceNow capabilities.
Understanding of AI governance, data security, and compliance when handling HR/PII data with AI tools.
Proven ability to evaluate AI-driven solutions and provide recommendations for adoption within HR service delivery.

Additional Preferred Qualifications:

Experience with ServiceNow upgrades, ITSM, and AI modules with end-to-end deployment of code.
Strong communication skills to articulate challenges, blockers, and queries to stakeholders.
Demonstrable experience in Scoped Application Development.
Ability to work effectively in cross-functional and multi-national teams, with a preference for 110 PM IST window.
Certifications like ITIL or CIS-ITSM.
Familiarity with Moveworks AI platform or similar conversational AI assistants.
Exposure to Generative AI APIs (OpenAI, Microsoft Azure OpenAI, Anthropic) for extending ServiceNow capabilities.

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