- Experienced Senior ServiceNow Developer to implement digital workflow automation and AI initiatives.
- This role will build smart virtual agents, set up integrations with Microsoft Teams and Office 365, and implement generative AI features like Now Assist.
- You will also manage core IT Service Management (ITSM) and Configuration Management Database (CMDB) modules.
Key Responsibilities Virtual Agent and Generative AI
- Design, build, and deploy conversational bots using ServiceNow Virtual Agent .
- Integrate the Virtual Agent with Microsoft Teams , Office 365 , and other enterprise chat platforms.
- Implement and configure Now Assist to drive generative AI use cases (summarization, code generation, and intelligent search).
- Build custom NLU (Natural Language Understanding) models, topics, and scripts to improve user experience.
- Connect Virtual Agent to external APIs and third-party systems using REST/SOAP web services and Integration Hub.
ITSM and CMDB Core
- Configure and customize ITSM modules (Incident, Problem, Change, Request Management).
- Maintain and optimize the CMDB data model, CI classes, and identifier rules.
- Ensure data integrity and map business services correctly within the CMDB framework.
Required Qualifications and Skills
- Experience: 4+ years of total ServiceNow development experience.
- Virtual Agent: Hands-on experience building chat flows, NLU, and multi-platform integrations (especially MS Teams and O365).
- AI Expertise: Practical implementation experience with Now Assist and ServiceNow AI capabilities.
- Core Modules: Deep knowledge of ITSM and CMDB implementation, health, and maintenance.
- Technical Stack: JavaScript, Flow Designer, Integration Hub, REST/SOAP APIs, and Glide API.