We are looking for an experienced ServiceNow Virtual Agent / GenAI Professional to design, develop, and implement conversational AI and Generative AI solutions on the ServiceNow platform.

- The ideal candidate will have strong hands-on experience with ServiceNow Virtual Agent, NLU, conversational workflows, LLM/RAG-based solutions, and AI agent orchestration.

- The role will involve building intelligent conversational experiences, integrating AI capabilities with ITSM processes, and developing scalable solutions using modern Generative AI and Agentic AI technologies.

- Design, configure, develop, and maintain ServiceNow Virtual Agent solutions to automate ITSM and enterprise support processes.

- Develop and configure conversational topics, topic flows, conversation experiences, and NLU models.

- Design intuitive conversational experiences and workflows based on business and user requirements.

- Implement Generative AI capabilities using LLMs, RAG, prompt engineering, and AI-driven automation.

- Design and develop AI agents and agentic workflows to automate multi-step enterprise processes.

- Integrate Virtual Agent and AI solutions with ServiceNow ITSM modules and enterprise applications.

- Develop API-based integrations with internal and external systems. Integrate conversational solutions with collaboration platforms such as Microsoft Teams and Slack.

- Configure and optimize NLU models to improve intent recognition and conversational accuracy.

- Develop prompts and prompt templates for LLM-based use cases and continuously optimize their performance.

- Implement RAG-based solutions to enable AI systems to retrieve and utilize relevant enterprise knowledge.

- Work on AI orchestration to coordinate multiple AI capabilities, tools, workflows, and enterprise systems.

- Implement appropriate AI governance, security, privacy, and responsible-AI practices.

- Configure and maintain AI guardrails to ensure reliable and controlled AI responses.

- Collaborate with ServiceNow developers, architects, product owners, ITSM teams, and business stakeholders to deliver AI-enabled solutions.

- Analyze existing ITSM processes and identify opportunities for conversational AI and intelligent automation.

- Troubleshoot and optimize Virtual Agent, NLU, integrations, and GenAI implementations.

- Participate in solution design, technical documentation, testing, deployment, and post-production support.

- Stay updated with ServiceNow AI capabilities, Virtual Agent enhancements, Generative AI, Agentic AI, and emerging enterprise AI technologies.

Technical Skills :

- Strong hands-on experience with ServiceNow Virtual Agent. Experience with ServiceNow NLU and Natural Language Understanding.

- Strong understanding of Conversation Designer and conversational topic flows.

- Experience developing conversational workflows and AI-powered user experiences.

- Hands-on knowledge of Generative AI and LLM-based applications. Experience with RAG architectures and enterprise knowledge retrieval.

- Strong understanding of prompt engineering and prompt optimization.

- Experience designing or implementing AI Agents / Agentic AI solutions. Understanding of AI orchestration and AI governance frameworks.

- Strong knowledge of REST APIs, web services, and enterprise integrations. Experience integrating ServiceNow with ITSM and other enterprise applications.

- Experience with Microsoft Teams and/or Slack integrations. Understanding of ServiceNow ITSM processes and modules. Knowledge of AI security, responsible AI, access controls, and AI guardrails.

Good to Have :

- Experience with ServiceNow Now Assist and related Generative AI capabilities.

- Experience configuring or implementing ServiceNow AI Guardrails.

- ServiceNow certifications such as Certified System Administrator, Certified Application Developer, or relevant ServiceNow certifications.

- Experience working on enterprise-scale conversational AI implementations. Exposure to AI observability, evaluation, monitoring, and response-quality optimization.

Key Competencies :

- Strong analytical and problem-solving skills. Ability to translate business requirements into conversational and AI-driven solutions.

- Strong communication and stakeholder-management skills. Ability to work independently as well as collaborate with cross-functional teams.

- Strong understanding of enterprise ITSM processes and automation. Ability to troubleshoot complex AI, ServiceNow, and integration issues.

Education :

- Bachelors degree in Computer Science, Information Technology, Engineering, or a related discipline is preferred.