ServiceNow Specialist/Senior Associate

As a ServiceNow Specialist/Senior Associate with 3 years or more experience, you will play a crucial role in customizing, deploying, and managing various ServiceNow applications to enhance user experience and drive operational efficiency. Your expertise in ServiceNow's Now-Mobile and Agent applications, as well as cutting-edge technologies like Gen AI, ITSM, Predictive Intelligence, Virtual Agent, and other AI-powered features, will be essential for this role. Responsibilities: - Develop and manage ServiceNow's Now-Mobile and Agent applications, ensuring smooth functionality and seamless integration across platforms. Customize and optimize mobile app features for end-users and service agents. - Implement and manage ServiceNow's Gen AI capabilities, including Now-Assist and AI Agents, to deliver automated, intelligent responses to users and agents. - Utilize ServiceNow's Predictive Intelligence to improve decision-making, automate workflows, and enhance service delivery with AI-powered insights. - Develop and configure Virtual Agents to automate routine tasks, improve customer and employee experiences, and enhance the self-service experience. - Integrate AI into IT Service Management (ITSM) processes to streamline incident management, change management, problem management, and other key areas. - Design and maintain a robust knowledge management system, ensuring content is easily accessible and relevant, supporting self-service and resolving issues proactively. - Implement and manage dynamic translation services to ensure seamless global communication across diverse regions. - Collaborate with HR teams to implement and optimize HR service delivery processes on the ServiceNow platform, including case management and service request automation. - Support and enhance asset management processes, ensuring accurate tracking and management of IT assets across the organization. - Customize and configure ServiceNow applications, working closely with business stakeholders to meet specific operational needs. Requirements: - Proven experience working with ServiceNow, particularly with Now-Mobile, Agent Apps, ITSM, and AI-driven capabilities (Now-Assist, Virtual Agent, Predictive Intelligence). - Strong understanding of ITSM principles and best practices. - Experience with the integration of Gen AI, AI Agents, and predictive technologies into enterprise systems. - Familiarity with Knowledge Management and Asset Management modules within ServiceNow. - Experience with Dynamic Translation and HR Management modules in ServiceNow. - Hands-on experience with ServiceNow scripting and customization (e.g., JavaScript, UI Policies, Business Rules, etc.). - Ability to design and implement AI-powered solutions to enhance service management processes. - Strong problem-solving, analytical, and troubleshooting skills. - Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders. - Ability to work effectively in a team and manage multiple priorities in a fast-paced environment. Preferred Certifications: - ServiceNow Certified System Administrator (CSA) or relevant certifications. - ServiceNow Certified Application Developer (CAD) - Optional - Familiarity with integration tools such as REST/SOAP, Web Services, and MID Servers.,