ServiceNow Gen AI

1. Generative AI Fundamentals

Understanding of LLMs (Large Language Models) like GPT-4, Gemini, and Nemotron.

Familiarity with prompt engineering and model tuning.

Knowledge of text-to-code and text-to-flow generation using natural language inputs.

2. ServiceNow Platform Expertise

Proficiency in ServiceNow modules: ITSM, HRSD, CSM, IRM.

Experience with Now Assist tools:

Now Assist for Creator (code generation)

Now Assist for CSM/HRSD (summarization, virtual agents)

Hands-on with Generative AI Controller for model orchestration.

3. Programming & Scripting

Strong skills in JavaScript, XML, and Glide scripting.

Ability to write and debug custom workflows and business rules.

Familiarity with REST APIs and integration techniques.

4. AI & ML Integration

Experience with Predictive Intelligence for anomaly detection and ticket routing.

Use of Natural Language Understanding (NLU) for chatbot and virtual agent design.

Exposure to AIOps for IT operations automation.

5. Cloud & Model Hosting

Knowledge of Azure OpenAI, Google Cloud AI, AWS Bedrock, and NVIDIA AI.

Ability to use Bring Your Own LLM (BYO-LLM) connectors.

Understanding of model governance via Now Assist Guardian.

6. Automation & Productivity Tools

Automating tasks like:

Incident routing

Bug tracking

Work note summarization

Using AI Search for contextual knowledge retrieval.

7. Security & Compliance

Awareness of GDPR, HIPAA, and enterprise data privacy standards.

Implementing secure AI workflows with platform-level controls.

Behavioral competency

• Effective communication skills with both non-technical and technical audiences (verbal and written)
• Excellent Interpersonal skills to work with the project team members collaboratevily
• Participate and provide feedback during planning meetings (i.e., pre-iteration, and retrospectives

• ITIL V3/V4 foundation certification

• CAD, CSA, Implementation Specialist ITSM.

Responsibility:

• Designs and develops solutions on the ITSM/ITOM modules using best practices
• Partners with ServiceNow Business Analyst to understand requirements and possible solutions
• Takes ownership of complex business requirements and works them to completion
• Takes ownership of incident queue and work on remediation to completion
• Works closely with the ServiceNow functional team and external development partners to build requested items
• Experience configuring and improving core and custom applications
• Experience configuring and maintaining workflows, flow designs, scripts, UI design, ACL and business rules
• Configure and maintain notifications, UI pages, UI Macros, Script includes and Formatters
• Has working knowledge of ServiceNow ITSM/ITOM integrations using out of the box spokes or APIs
• Develops reports and dashboards using core ServiceNow functionality
• Load, manipulate and maintain data between ServiceNow and other systems
• Develops and maintain clear and concise technical and process documentation