Role Overview :

We are seeking a highly experienced and technically proficient Artificial Intelligence Engineer to lead and architect next-generation AI-driven initiatives within the ServiceNow ecosystem, with a strong focus on Generative AI (GenAI) and Azure OpenAI integrations. The ideal candidate will possess deep hands-on expertise in implementing Now Assist capabilities and building scalable, intelligent solutions to enhance IT Service Management (ITSM) and IT Operations Management (ITOM) functions.

This is a critical, strategic role for advancing automation, optimizing workflows, and elevating the end-user experience across enterprise-level ServiceNow deployments.

Key Responsibilities :

Lead Architecture & Strategy for GenAI Initiatives :

- Design and implement enterprise-grade GenAI use cases tailored for ServiceNow ITSM/ITOM modules.

- Own end-to-end technical strategy for AI/ML features embedded in the ServiceNow platform.

ServiceNow GenAI & Now Assist Integration :

- Implement, configure, and optimize Now Assist modules (including Virtual Agent, Search, and Summarization tools).

- Integrate Azure OpenAI with ServiceNow to enable intelligent responses, dynamic knowledge generation, and automated ticket summarization.

Automation and Knowledge Engineering :

- Automate the generation and curation of knowledge base articles and ticket updates using LLM-based summarization techniques.

- Enhance the platforms cognitive capabilities to improve agent efficiency and end-user satisfaction.

Workflow Enhancement Through AI :

- Develop and deploy AI-driven workflow enhancements, virtual agents, and contextual assistants that improve productivity.

- Collaborate with product owners, platform architects, and service delivery teams to operationalize AI capabilities.

Required Technical Skills :

ServiceNow Platform Expertise :

- Deep experience in configuring and extending the ServiceNow platform, especially with ITSM and ITOM modules.

- Strong knowledge of the GenAI features within ServiceNow, including domain separation, data security, and governance considerations.

Now Assist Implementation :

- Proven hands-on experience in deploying and customizing Now Assist features, including search enhancement, case summarization, and intelligent chatbot interactions.

AI Integration Capabilities :

- Strong proficiency in integrating Azure OpenAI APIs with enterprise platforms.

- Familiarity with secure, scalable API integrations and service orchestration.

LLM Use Case Design :

- Ability to conceptualize, design, and implement GenAI-based solutions within real-world IT workflows.

- Knowledge of prompt engineering, RAG (Retrieval-Augmented Generation), and fine-tuning of models is a strong plus.

Preferred Qualifications :

- Certified ServiceNow Administrator or Implementation Specialist

- Microsoft Azure AI Engineer or relevant certification

- Prior experience in enterprise AI implementation across ITSM, HRSD, or CSM modules

- Strong understanding of data privacy, model governance, and Responsible AI principles