Job Details:

- Position Title : AI Service Management Agent Specialist
- Job Location : Bangaluru
- Experience : 7-10 years

Job Description

Build Service Manager Agent for proactive incident analysis, communications, RCA and application health history, ServiceNow, Copilot Studio, Power Automate, Azure AI, Teams, SharePoint, Power BI. Design and build an AI-enabled Service Manager Agent that proactively manages Finance application incidents and service health using ServiceNow, Copilot Studio, Power Platform, Azure AI and enterprise integrations.

Key Responsibilities

- Integrate with ServiceNow to analyse new incidents, problem records, changes, knowledge articles and CMDB/application data.
- Identify recurring incidents, probable causes, related historical resolutions and potential service risks.
- Draft proactive stakeholder communications for incident alerts, progress updates, resolution updates and closure notes.
- Generate draft RCA / Post Incident Review outputs with impact, timeline, root cause, corrective actions and preventive actions.
- Create follow-up actions for application owners where permanent fixes, bug remediation or control improvements are required.
- Maintain an application health history repository covering incidents, recurring issues, fixes, RCAs, known errors and service trends.
- Build agent workflows using Copilot Studio, Power Automate, Azure AI,



Teams and ServiceNow APIs with human approval gates where needed

Required Skills

- Strong ServiceNow experience across Incident, Problem, Change, Knowledge, CMDB and ServiceNow APIs.
- Valuable ITSM understanding including RCA, SLA, service communications, production support and application health management.
- Hands-on Copilot Studio / Power Automate / Azure AI / API integration experience.
- Ability to design grounded AI recommendations using historical incidents, knowledge articles, RCAs and support documentation.
- Understanding of security, auditability, approval workflows and governance for enterprise AI automation.
- To build AI-enabled agents to support Finance application service management and Agile/Jira planning automation. The objective is to move beyond basic workflow automation and create intelligent agents that can analyse ServiceNow tickets, recommend actions, draft stakeholder communications, support RCA generation, and automate Jira Epics/Features/Stories from Change Requests.
- To have hands-on delivery experience across both ServiceNow/ITSM automation and Jira/Agile automation, along with Copilot Studio / Azure AI / integration expertise
- AI Service Management Agent Specialist - ServiceNow, ITSM, RCA, proactive incident

📌 AI Service Management Agent Specialist (Madhya Pradesh)
🏢 V Group
📍 Madhya Pradesh