ServiceNow Developer — Conversational / GenAI

Position Description
ServiceNow GenAI Developer
Location: Hyderabad, India
Experience: 6–10 Years
Employment Type: Full-time
Role Overview
We are looking for an experienced ServiceNow AI / Virtual Agent Developer to build and maintain Virtual Agent topics, conversational flows, NLU models, and Now Assist / Generative AI capabilities. The candidate should be comfortable working within defined governance, security, and human-oversight frameworks.
Must-Have Skills
• 6–10 years of experience in ServiceNow / AI technology
• Strong hands-on experience with ServiceNow Virtual Agent
• Experience building Virtual Agent topics and conversation flows
• Experience with NLU model training and tuning
• Strong understanding of Generative AI and Now Assist
• Experience developing GenAI / AI skills and conversational experiences
• Knowledge of Agentic AI / AI Agent concepts
• Experience with Machine Learning and pattern modelling
• Good hands-on experience with Python
• Good experience with PowerShell
• Experience with conversational UX, scripting, testing, and fallback scenarios
• Understanding of Human-in-the-Loop (HITL) and AI governance
• Ability to work within defined AI governance and security guardrails
• Strong analytical and problem-solving skills
Positive-to-Have Skills
• Hands-on experience with ServiceNow AI Agent Studio
• Experience with ServiceNow Agentic AI
• Experience building Now Assist skills
• Experience in governed agentic workflow / AI pilots
• Experience with conversational analytics and AI performance monitoring
• Knowledge of ServiceNow ITSM/ITOM modules
• Experience with AI/ML model optimization
• ServiceNow CSA / CAD / CIS certification
• Experience working on enterprise-scale Generative AI implementations
Key Responsibilities




• Build and maintain Virtual Agent topics and conversational flows.
• Train and tune NLU models using real-world usage data.
• Develop Now Assist and Generative AI skills within approved guardrails.
• Build and test conversational user experiences.
• Implement fallback paths and human-in-the-loop review processes.
• Monitor conversational analytics and improve resolution quality.
• Work closely with Technical Architects and business teams.
• Follow AI governance, security, and responsible AI practices.
• Contribute to continuous improvement of ServiceNow AI capabilities.

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Your future duties and responsibilities

Required qualifications to be successful in this role

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.

📌 ServiceNow Developer — Conversational / GenAI (Hyderabad)
🏢 Nameless
📍 Hyderabad