ServiceNow + AI Developers

The ServiceNow + AI Developer (Offshore) is responsible for designing, developing, and implementing intelligent automation solutions on the ServiceNow platform. The role focuses on integrating AI and Generative AI capabilities to enhance IT service management processes, improve user experience, and drive operational efficiency. The position involves working in a global delivery model, collaborating with cross-functional teams, and ensuring scalable, high-quality solutions aligned with industry best practices.

ServiceNow Expertise

• 3+ years of experience in ServiceNow development
• Strong knowledge of ITSM modules (Incident, Problem, Change), Service Catalog, Workflow
• Experience with IntegrationHub, Flow Designer, JavaScript, and Glide APIs

AI / GenAI Skills

• Understanding of AI/ML concepts and implementations
• Hands-on experience with Generative AI / LLMs (Azure OpenAI, OpenAI)
• Knowledge of prompt engineering techniques
• Exposure to ServiceNow AI features (Predictive Intelligence, Virtual Agent)

Technical Skills

• Strong programming skills in JavaScript and Python (preferred)
• Experience with REST APIs, JSON, and web services integration
• Familiarity with cloud platforms (Azure preferred)

Soft Skills

• Strong analytical and problem-solving abilities
• Effective communication for offshore coordination
• Experience working in Agile/Scrum environments

Preferred Qualifications

• ServiceNow certifications (CSA, CAD, CIS-ITSM)
• Experience with Now Assist / GenAI in ServiceNow
• Exposure to AI frameworks like LangChain, AutoGen
• Background in enterprise IT services or managed services

ServiceNow Development

• Design, develop, and configure solutions across ServiceNow modules (ITSM, ITOM, HRSD, CSM)
• Build and customize workflows, business rules, UI policies, client scripts, and applications
• Develop Scoped Applications and leverage Flow Designer
• Ensure platform performance, scalability, and best practice compliance

AI / GenAI Integration

• Implement AI-powered features such as Virtual Agent, Predictive Intelligence, and Now Assist
• Integrate LLMs (e.g., Azure OpenAI, OpenAI APIs) into ServiceNow workflows
• Develop use cases like ticket summarization, chatbots, knowledge generation, and incident recommendations
• Build and optimize prompt engineering and AI pipelines

Integration & Automation

• Integrate ServiceNow with external systems using REST/SOAP APIs
• Automate workflows across enterprise platforms (Azure, Power Platform, DevOps tools)
• Implement event-driven architectures and data synchronization

Collaboration & Stakeholder Management

• Work with product owners, business analysts, and clients to gather requirements
• Translate business needs into technical solutions
• Participate in Agile ceremonies, design discussions, and code reviews

Governance & Quality

• Ensure adherence to ServiceNow standards and governance
• Maintain documentation for solutions and integrations
• Support testing, deployment, and release management