Design, build, and scale Generative AI solutions in ServiceNow. Collaborate with teams to enhance workflows, deploy AI workloads, and ensure compliance and performance.
We are looking for a highly skilled ServiceNow Engineer with deep expertise in AI, automation, and enterprise-scale integration. In this role, you will design, build, and scale next-generation Generative AI and Agentic AI solutions leveraging ServiceNow and Oracle Cloud Infrastructure (OCI). You will collaborate with product, platform, and AI teams to deliver secure, scalable, and production-ready intelligent workflows that transform IT and business operations.
Key Responsibilities
Key Responsibilities
- Develop and enhance Generative AI capabilities within ServiceNow to optimize ITSM workflows, Virtual Agent experiences, and enterprise automation.
- Build AI-driven automations for Incident, Problem, Change, Request, and Knowledge processes using ServiceNow capabilities.
- Design and implement RAG (Retrieval-Augmented Generation) solutions for contextual and accurate response generation across ServiceNow applications.
- Integrate LLM features through Flow Designer, Virtual Agent Designer, and custom backend components.
- Automate workflows and integrations via ServiceNow REST APIs, IntegrationHub, and MID Server as needed.
- Collaborate with business and platform stakeholders to identify AI transformation opportunities and deliver measurable outcomes.
- Deploy, monitor, and optimize AI workloads across ServiceNow and OCI, ensuring high performance, compliance, and cost efficiency.
- Partner with data science and architecture teams to ensure robust, production-grade AI delivery and lifecycle management.
- Stay current with advancements in ServiceNow AI, LLM technologies, and agent orchestration frameworks to continuously evolve the platform.
- Education: Bachelor’s or Master’s degree in Computer Science, Data Science, or related field.
- Experience: 4–8 years in AI/ML engineering, with at least 2–3 years in Generative AI or Agentic AI solution development.
- Proven hands-on experience with ServiceNow AI capabilities — including Virtual Agent, GenAI-powered assistance, and intelligent workflows.
- Expert proficiency in Python, with experience using PyTorch or TensorFlow for model development and integration.
- Strong foundation in NLP, LLM prompting, fine-tuning, and transformer-based model architectures.
- Demonstrated ability to integrate AI solutions within ServiceNow using Flow Designer, IntegrationHub, and REST APIs.
- Experience deploying and optimizing AI workloads on OCI and ServiceNow; exposure to AWS, Azure, or GCP is a plus.
- Practical knowledge of RAG pipelines and vector databases for semantic retrieval.
- Working understanding of ITSM processes and AI-driven automation across core modules (Incident, Problem, Change).
- Familiarity with MLOps/LLMOps practices, including model governance, monitoring, and responsible AI frameworks.
Top Skills
Integrationhub
Oracle Cloud Infrastructure
Python
PyTorch
Rest Apis
Servicenow
TensorFlow
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