Role Name: ServiceNow ITSM Application Support & AI Solutions Engineer

Project Roles: Forward Deployed Engineer / AI Native Software Engineer

Core Skill: ServiceNow IT Service Management (ITSM)

Education: Minimum 15 years of full-time education

Location: PAN India

Experience: 5 - 15 Years

About ARA's Client:

ARA's Client is a leading global professional services company that empowers businesses and governments to build their digital core and optimize operations. They have a strong focus on technology and innovation, with a workforce of approximately 791,000 people serving clients in over 120 countries. Their culture emphasizes shared success and commitment to creating value across various sectors.

Role Overview:

We are seeking experienced ServiceNow ITSM professionals to support critical enterprise applications, troubleshoot operational issues, and improve system stability, reliability, and performance.

For AI-focused openings, professionals will also design, develop, validate, and deploy enterprise solutions using Generative AI and Agentic AI. They will integrate AI workflows across enterprise applications, technology platforms, AI models, and multiple provider ecosystems to automate processes and deliver measurable business outcomes.

Key Responsibilities:

- Support and maintain critical business applications using ServiceNow ITSM.

- Investigate, diagnose, and resolve issues across multiple application and system components.

- Manage incidents and service requests to support smooth business operations.

- Apply problem management and root cause analysis to address recurring issues.

- Support change management and release management processes.

- Proactively monitor system performance and address potential operational issues.

- Develop and implement best practices for application support and service management.

- Create and maintain documentation covering processes, procedures, troubleshooting steps, and issue resolutions.

- Collaborate with stakeholders to understand requirements and provide timely updates.

- Participate actively in team discussions and contribute solutions to technical and operational challenges.

- For openings involving team responsibility, guide team performance, support technical decisions, and resolve issues across teams.

- Facilitate knowledge-sharing sessions and contribute to continuous improvement.

Additional Responsibilities for AI-Focused:

- Lead solution design and delivery using Generative AI and Agentic AI to address business challenges.

- Design and deploy AI workflows and architectures across enterprise technology platforms.

- Integrate AI models and capabilities into enterprise workflows to automate processes and generate intelligent insights.

- Build and ship production-ready software using AI as a core part of the engineering lifecycle.

- Apply prompt engineering and AI evaluation frameworks to develop and validate solutions.

- Maintain solution quality and compliance while ensuring scalability and responsible AI use.

- Align AI capabilities with business objectives and measure their practical impact.

- Continuously improve how AI-enabled software is built, deployed, and operated.

Required Skills:

- Strong proficiency in ServiceNow IT Service Management (ITSM).

- Experience in incident management and service request fulfilment.

- Understanding of problem management and root cause analysis.

- Familiarity with change management and release management.

- Knowledge of the ITIL framework and its application to service management.

- Strong analytical, troubleshooting, and problem-solving abilities.

- Experience monitoring application performance and identifying potential issues.

- Ability to create and maintain clear process and technical documentation.

- Strong communication and stakeholder collaboration skills.

- Ability to work independently and act as a subject matter expert.

- Team coordination and decision-making skills for openings involving team responsibility.

Additional Required Skills:

- Strong understanding and practical application of Generative AI and Agentic AI.

- Ability to design, develop, and deploy AI-enabled enterprise solutions.

- Knowledge of prompt engineering and AI evaluation frameworks.

- Ability to integrate AI capabilities across enterprise applications and technology platforms.

- Understanding of scalable solutions, responsible AI use, and measurable business value.