Key Responsibilities

- Configure and customize Service Now OOB AI Agents to support ITSM and CMDB processes.

- Design, implement, and optimize AI Workflows.

- Develop and manage AI Skills to enhance agent capabilities and improve user experience.

- Administer and maintain MCP Servers for multi-channel communication and AI integrations.

- Act as an AI Steward, ensuring responsible AI usage, governance, and alignment with organizational standards.

- Collaborate with ITSM teams to integrate AI-driven solutions into core processes.

- Monitor AI performance, provide insights, and recommend enhancements.

- Document configurations, workflows, and governance practices for transparency and scalability.

Required Skills & Experience

- Strong foundation in ITSM processes (Incident, Problem, Change,



Request Management).

- Proven hands-on experience with Service Now AI Agent Studio and AI Workflow configuration.

- Knowledge of CMDB design and maintenance.

- Expertise in AI Skills development and integration with Service Now Virtual Agent.

- Experience managing MCP Servers and multi-channel communication platforms.

- Familiarity with AI governance frameworks and stewardship responsibilities.

- Solid understanding of workflow automation and Service Now architecture.

- Solid problem-solving, communication, and documentation skills.

📌 ServiceNow ITSM & AI Specialist (India)
🏢 TRIGENT SOFTWARE PRIVATE
📍 India