Senior consultant-ai- service now

1 day ago

Hyderabad, India NTT DATA Business Solutions Full time

Key Responsibilities- Design and implement Agentic AI-driven workflows in Service Now for task automation, intelligent recommendations, and contextual decision support.- Develop and configure Conversational AI solutions using Service Now Virtual Agent, NLU models, custom intents, and third-party integration for enterprise use cases.- Build and extend Generative AI capabilities leveraging Service Now’s Gen AI features for knowledge article summarization, case deflection, and intelligent content generation.- Integrate AI models (Service Now-native and external LLMs/ML APIs such as Open AI, Azure Open AI, Google Vertex, etc.) with Service Now workflows.- Ensure AI governance, security, fairness, and ethical use of generative models aligned with organizational and compliance standards.- Collaborate with architects, business analysts, and stakeholders to capture requirements for AI-enabled enhancements.- Mentor junior developers and contribute to best practices, coding standards, and knowledge sharing.- Troubleshoot, optimize, and improve AI model performance, ensuring seamless end-user experiences.Required Skills and Experience- 5+ years of Service Now development experience with strong proficiency across ITSM, CSM, ITOM, and related modules.- Proven experience in Service Now AI Frameworks: Virtual Agent, NLU, Agent Workflows, and Predictive Intelligence.- Expertise in Service Now Generative AI capabilities (Gen AI Controller, prompt management, knowledge summarization, and conversational case summarization).- Strong understanding of Agentic AI models for task orchestration, dynamic workflow automation, and reasoning-based automation.- Familiarity with AI model training, fine-tuning, prompt engineering, and RAG (Retrieval Augmented Generation) patterns.- Strong programming and scripting skills: Java Script, Glide API and integrations.- Good understanding of APIs, REST/SOAP integrations, Service Now Integration Hub, and event-driven architectures.- Experience in implementing enterprise-grade conversational design: AI personas, intent recognition, multi-turn conversations, escalation flows.- Excellent problem-solving skills with the ability to design scalable AI-driven Service Now solutions.Preferred Qualifications- Service Now Certified System Administrator (CSA) and Service Now Certified Application Developer (CAD).- Certification or proven working knowledge in Service Now AI/ML and Gen AI capabilities (Virtual Agent, Predictive Intelligence, Gen AI Controller).- Prior involvement in AI COE or AI Center for Enablement initiatives within enterprise ecosystems.- Hands-on experience with at least one external LLM integration (Open AI, Anthropic, Azure, or Google).- Scripting skills: Python (for ML/AI model integrations).

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