𝐒𝐞𝐧𝐢𝐨𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞𝐍𝐨𝐰 𝐃𝐞𝐯𝐞𝐥𝐨𝐩𝐞𝐫 (𝐀𝐈)

Responsible for configuring and enhancing the ServiceNow CSM platform, combining OOTB capabilities with AI-driven features (Now Assist, AI Search, Predictive Intelligence, Virtual Agent) to deliver scalable and intelligent customer service solutions.

Responsibilities

• Configure workflows, forms, UI, roles, and access controls Develop custom applications, business rules, UI actions, and scripts Design and implement workflows and automation solutions Build and maintain integrations with enterprise systems Manage data migration, integrity, and core data processes Implement AI capabilities (Now Assist, AI Agents, AI Search) Develop Virtual Agent topics and conversational flows Apply prompt engineering standards and AI governance Perform code reviews, unit testing, and support QA activities Support deployment, release management, and version control Maintain platform performance, resolve incidents, and apply upgrades Collaborate with stakeholders and incorporate user feedback Ensure compliance with CoE standards, security, and documentation

Requirements

• Exposure to GenAI tools / LLM integrations Experience with ITOM / ITSM alongside CSM Domain knowledge Performance tuning & instance optimization