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, and Operations teams

- AI/automation teams

- Business stakeholders

- Translate business requirements into technical workflows and AI use cases

Required Skills &

- Qualifications

Core ServiceNow Skills

- Solid expertise in:

- ServiceNow Flow Designer / Workflow Editor

- Incident, Problem, Change, Request Management modules

- Experience with:

- ServiceNow Virtual Agent

- Service Catalog and Knowledge Management

Now Assist / AI Capabilities

- Experience or exposure to:

- ServiceNow Now Assist (GenAI features)

- AI-driven automation and conversational AI

- Understanding of:

- Knowledge-based systems

- AI-assisted workflows

Integration &

- Automation

- Hands-on experience with:

- REST APIs and ServiceNow integrations

- Workflow automation and orchestration

- Exposure to:

- AI platforms, RPA, or orchestration tools

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