On-site
Full Time
ServiceNow Assist Specialist
We are looking for ServiceNow Assist Specialists to support the customer’s enterprise ServiceNow platform by enabling AI-driven capabilities, conversational experiences, and workflow automation. The ideal candidate will leverage ServiceNow Assist to enhance end-user productivity, improve service desk efficiency, and deliver intelligent automation solutions.
This role requires strong ServiceNow expertise, a solid understanding of ITSM/ITIL practices, and experience integrating AI/virtual agents within enterprise workflows.
• Design, configure, and deploy ServiceNow Assist features to support ITSM, HR, and other business workflows.
• Develop and optimize Virtual Agent conversations, intents, and knowledge bases to improve self-service adoption.
• Partner with business stakeholders to identify automation opportunities and translate them into ServiceNow Assist use cases.
• Configure Generative AI features within ServiceNow to enhance incident resolution, knowledge search, and request fulfillment.
• Collaborate with ServiceNow developers and administrators to integrate Assist capabilities into existing workflows.
• Monitor Assist performance, gather usage analytics, and continuously improve conversational models.
• Provide training and enablement to support teams on leveraging Assist features effectively.
• Ensure compliance with organizational security, governance, and data privacy policies.
• 3+ years of hands-on experience with ServiceNow platform administration and development.
• Strong knowledge of ServiceNow ITSM processes (Incident, Problem, Change, Request).
• Proven experience with Virtual Agent, NLU (Natural Language Understanding), and conversational AI on ServiceNow.
• Understanding of ServiceNow Assist and its integration with GenAI capabilities (e.g., case summarization, knowledge recommendations).
• Familiarity with JavaScript, JSON, and ServiceNow scripting.
• Strong problem-solving, communication, and stakeholder management skills.
• ServiceNow Certified System Administrator (CSA) and ITSM certifications.
• Experience with ServiceNow Generative AI Controller and Predictive Intelligence.
• Background in ITIL v4 practices and enterprise IT operations.
• Exposure to HRSD, CSM, or other ServiceNow workflows beyond ITSM.
• Experience with AI/ML platforms or chatbots outside ServiceNow is a plus.
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