Key Responsibilities

1. ServiceNow Workflow & Flow Designer
- Design and develop workflows using:
- ServiceNow Flow Designer
- Workflow Editor / orchestration modules
- Automate ITSM processes including:
- Incident, Problem, Change, Request workflows
- Build reusable, scalable workflow components

2. Now Assist (GenAI) Implementation
- Design and implement Now Assist (ServiceNow GenAI capabilities) for:
- Knowledge summarization and retrieval
- Incident resolution recommendations
- Conversational AI / Virtual Agent enhancements
- Integrate Now Assist with:
- Knowledge base (KB articles)
- Service catalog and workflows
- Enable AI-driven self-service and agent assist scenarios

3. Virtual Agent & Self-Service Automation
- Configure and enhance ServiceNow Virtual Agent
- Design conversational workflows for:
- Self-service support (FAQs, KB search)
- Incident creation and updates
- Integrate with backend automation platforms for one-click remediation

4. Integration & Automation
- Integrate ServiceNow with enterprise tools:
- Monitoring tools, cloud platforms, identity systems




- AI/automation platforms (TechBuddy, CVA, orchestration layers)
- Implement:
- API-based integrations
- Event-driven workflows
- Support unified service experience across multiple channels

5. Process Optimization & Automation
- Analyze ITSM processes and identify automation opportunities
- Reduce manual effort through:
- Workflow automation
- AI-driven decision-making
- Improve operational efficiency and MTTR

6. Data & Knowledge Integration
- Enable integration with:
- Knowledge bases (KB articles, catalogs)
- Data sources supporting AI and workflows
- Ensure data consistency and structured workflows for analytics and AI usage

7. Governance & Best Practices
- Define standards for:
- Workflow design
- Naming conventions and governance
- Ensure compliance with:
- Security policies (RBAC, access control)
- ITIL process guidelines

8. Stakeholder Collaboration
- Work with:
- ITSM, Service Desk,

📌 ServiceNow & Now Assist - Bangalore (Bengaluru)
🏢 Tata Consultancy Services
📍 Bengaluru