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Technical Consultant

4 weeks ago

Shimoga, India HCLTech Full time

Full Stack ServiceNow Developer – Knowledge Management, Problem Management (OOB) & Agentic AI Location: PAN Indian Position Overview We are seeking a highly skilled Full Stack ServiceNow Developer with expertise in Knowledge Management (KM), Problem Management (OOB), and ServiceNow Agentic AI. The candidate will drive the implementation and optimization of ServiceNow’s out-of-the-box capabilities while leveraging AI-driven automation and generative experiences to transform how knowledge and problem-solving are delivered across the enterprise. ________________________________________ Key Responsibilities Knowledge Management • Knowledge Center Implementation o Deploy and configure the ServiceNow Knowledge Centered Service (KCS) portal with AI-driven recommendations and natural language search. o Enable seamless experiences for Employees, Fulfillers, and AI-powered Virtual Agents. • Knowledge Base (KB) Quality Improvement o Curate, restructure, and enhance KB articles to support human users and Agentic AI use cases (e.g., conversational AI agents using KB content). o Apply structured taxonomy, tagging, and metadata to enable contextual AI search and generative responses. • Knowledge Governance Process o Establish governance workflows for content creation, approval, retirement, and continuous improvement. o Integrate AI insights (article usage, feedback loops, resolution effectiveness) into governance metrics. o Promote Knowledge-Centered Service (KCS) practices with AI-supported quality checks. Problem Management (OOB) • Configure and optimize ServiceNow’s OOB Problem Management module to drive faster root cause analysis and prevention. • Integrate with Incident, Change, and Knowledge Management to ensure a closed-loop problem resolution cycle. • Enable AI-powered root cause analysis, clustering of incidents, and proactive detection to reduce recurring issues. ServiceNow Agentic AI • Agent Enablement o Configure, train, and optimize ServiceNow Agentic AI agents to support self-service, case deflection, and guided resolution. o Ensure agents can differentiate content for Employees vs Fulfillers vs AI Agents while providing contextual knowledge responses. • Generative AI Integration o Develop use cases leveraging ServiceNow’s Now Assist, GenAI, and LLM-powered search for improved knowledge retrieval. o Implement AI-driven workflows that surface recommended solutions, summarize KB articles, and assist fulfillers in faster problem resolution. • Continuous AI Optimization o Monitor AI effectiveness and feedback to refine training datasets and improve accuracy. o Partner with business and IT stakeholders to design AI adoption roadmaps that enhance user experience and service efficiency. ________________________________________ Required Skills & Experience • Technical Expertise o Strong hands-on development experience in ServiceNow (Glide scripting, UI actions, client/server scripts, Service Portal, Flow Designer, IntegrationHub). o Full stack proficiency in JavaScript, AngularJS, HTML, CSS, and REST API development. o Experience implementing ServiceNow Agentic AI, Virtual Agent, and GenAI features (Now Assist, Predictive Intelligence, AI Search). • Knowledge & Problem Management o Strong knowledge of ITIL v4 practices, particularly Knowledge Management, Problem Management, and continual improvement. o Experience in implementing Knowledge Governance frameworks and Problem Management OOB processes. • AI & Automation o Familiarity with Large Language Models (LLMs), AI-driven workflows, and knowledge-centric AI use cases. o Proven track record in deploying AI-enabled service automation (chatbots, self-service agents, predictive insights). • Certifications o ServiceNow CSA (Certified System Administrator) – required. o ServiceNow ITSM Implementation and Virtual Agent/AI certifications – strongly preferred. ________________________________________ Desired Outcomes • AI-enabled Knowledge Center delivering curated, high-quality knowledge to employees, fulfillers, and AI agents. • Improved KB governance supported by AI quality checks, article recommendations, and intelligent usage analytics. • Optimized Problem Management OOB with AI-powered clustering, insights, and proactive problem detection. • Successful rollout of ServiceNow Agentic AI, enabling conversational self-service, case deflection, and guided resolution with measurable improvements in speed and satisfaction.