Key Responsibilities

Agentic AI Solution Development

- Design and develop AI Agents using ServiceNow Agentic AI capabilities.

- Build autonomous workflows capable of reasoning, decision-making, orchestration, and action execution.

- Develop multi-agent architectures for complex business processes.

- Configure AI-driven conversational experiences and virtual assistants.

ServiceNow Platform Engineering

- Develop and maintain custom ServiceNow applications, integrations, workflows, and catalog solutions.

- Configure Flow Designer, Integration Hub, Process Automation Designer, and AI-powered workflows.

- Implement ServiceNow AI Agents, Now Assist, Predictive Intelligence, and GenAI capabilities.

AI &

- LLM Integration

- Integrate external LLM services such as OpenAI, Azure OpenAI, Anthropic, Gemini, or enterprise-approved models.

- Design prompt engineering frameworks and reusable prompt libraries.

- Implement RAG (Retrieval Augmented Generation) solutions using enterprise knowledge sources.

- Build memory management and contextual reasoning capabilities for AI agents. Agent orchestration, memory management, evaluation frameworks and enterprise-scale execution are key characteristics of up-to-date ServiceNow Agentic AI solutions.

Enterprise Integration

- Integrate ServiceNow with HR, ITSM, CRM, ERP, Workday, Microsoft 365, Azure, and other enterprise systems.

- Develop REST, SOAP, GraphQL, and event-driven integrations.

- Enable secure data exchange across platforms.

AI Governance &

- Responsible AI

- Implement AI guardrails, monitoring, auditability, and compliance controls.

- Ensure Responsible AI, security, privacy, and regulatory adherence.

- Establish evaluation frameworks, testing standards, and AI observability practices. Responsible AI,



governance and guardrails are identified as key enterprise requirements for Agentic AI adoption.

Operational Excellence

- Monitor AI agent performance and optimise accuracy, cost, latency, and scalability.

- Troubleshoot production issues and continuously improve AI solutions.

- Provide technical leadership and mentoring to development teams.

Skills:

Required Skills &

- Experience

ServiceNow Expertise

- 5+ years of ServiceNow development experience.

- Strong knowledge of:

- ITSM

- ITOM

- HRSD

- CSM

- Integration Hub

- Flow Designer

- App Engine Studio

- Service Portal / Employee Centre

AI &

- Agentic AI Skills

- Experience with:

- Generative AI

- Large Language Models (LLMs)

- AI Agent frameworks

- Multi-agent orchestration

- Prompt engineering

- RAG architectures

- Conversational AI

- Agent evaluation and monitoring

Technical Skills

- JavaScript

- Python

- REST APIs

- JSON/XML

- Git

- CI/CD pipelines

- Azure or AWS

- Containerisation and microservices (preferred) Data &
- Integration

- Vector databases • Knowledge management systems

- Enterprise data integration patterns

- Event-driven architectures

Desirable Certifications

- ServiceNow Certified System Administrator (CSA) •

ServiceNow Certified Application Developer (CAD)

- ServiceNow Certified Implementation Specialist

- ServiceNow AI Fundamentals

- Microsoft Azure AI Engineer Associate

- AWS Machine Learning Specialty

- Generative AI / LLM certifications

Key Competencies

- AI Solution Architecture

- ServiceNow Platform Engineering

- Agentic Workflow Design

- Enterprise Integration

- Problem Solving

- Stakeholder Management

- Innovation &
- Continuous Improvement

- Agile Delivery

- Technical Leadership

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