Track Manager - ServiceNow, IT Service Management

Experience: Not Available to Not Available years

Location: Chennai, India

Skills: Python, C#, TypeScript, Azure OpenAI, OpenAI APIs, Microsoft Copilot, Copilot Studio, M365, LLMs, prompt engineering, embeddings, RAG patterns, REST APIs, microservices, cloud-native architectures, Azure services, Microsoft Graph API, M365 (Teams, SharePoint, Outlook, OneDrive), Azure Active Directory, Power Platform, AI governance, Responsible AI, compliance frameworks, DevOps, CI/CD, IaC, Bicep, Terraform, Microsoft certifications, ServiceNow Certified Implementation Specialist, ITIL 4 Foundation Certification

Job Summary
Track Manager - ServiceNow, IT Service Management AI Developer - Co pilot

Key Responsibilities
Copilot & AI Solution Development
Design, develop, and customize Microsoft Copilot solutions for M365, Teams, and enterprise applications
Build custom Copilots and plugins using Azure OpenAI, Semantic Kernel, Copilot Studio, and Graph APIs
Implement prompt engineering strategies for reliable, secure, and business-context-aware responses
Develop AI-driven workflows integrating Copilot with line-of-business systems

Azure & LLM Engineering
Work with Azure OpenAI (GPT models) for enterprise-grade AI implementations
Implement Retrieval-Augmented Generation (RAG) using Azure AI Search, SharePoint, OneDrive, and structured data sources
Optimize model usage for cost, performance, and accuracy
Handle token management, embeddings, vector stores, and context windows

Enterprise Integration & Security
Integrate Copilot with Microsoft Graph, SharePoint, Teams, Outlook, Power Platform, and custom APIs
Apply enterprise security, compliance, and data residency principles
Implement role-based access control (RBAC)



and information protection
Ensure AI solutions align with Responsible AI and governance frameworks

Development Practices
Build scalable, testable, and maintainable solutions using modern engineering practices
Write clean, well-documented code and reusable components
Participate in design reviews, code reviews, and architecture discussions
Support deployments across dev/test/prod environments using CI/CD pipelines

Stakeholder Collaboration
Work closely with product owners, architects, and business stakeholders
Translate business requirements into AI-enabled technical solutions
Support PoCs, pilots, and production rollouts for enterprise clients

Skill Requirements
Technical Skills
Robust proficiency in Python, C#, or TypeScript
Hands-on experience with Azure OpenAI / OpenAI APIs
Experience with Microsoft Copilot, Copilot Studio, or M365 extensibility
Solid understanding of LLMs, prompt engineering, embeddings, RAG patterns
Experience with REST APIs, microservices, and cloud-native architectures
Familiarity with Azure services (App Services, Functions, Logic Apps, Storage, Key Vault)

Microsoft Ecosystem (Must Have)
Microsoft Graph API
M365 (Teams, SharePoint, Outlook, OneDrive)
Azure Active Directory / Entra ID
Power Platform (Power Automate, Power Apps – good to have)

Experience in GCC / enterprise client environments
Knowledge of AI governance, Responsible AI, and compliance frameworks
Exposure to DevOps, CI/CD, and IaC (Bicep/Terraform)
Experience building AI copilots for internal productivity or business workflows
Microsoft or Azure certifications (AI, Developer, or Architect)

Other Requirements
1. ServiceNow Certified Implementation Specialist – ITSM (recommended)
2. ITIL 4 Foundation Certification (optional but valuable)

📌 Track Manager ServiceNow, IT Service Management (Chennai)
🏢 HCL Technologies
📍 Chennai