Senior ServiceNow Engineer with AI

4 weeks ago

India SmarTek21 Full time

We are looking for a highly skilled ServiceNow Engineer with deep expertise in AI, automation, and enterprise-scale integration. In this role, you will design, build, and scale next-generation Generative AI and Agentic AI solutions leveraging ServiceNow and Oracle Cloud Infrastructure (OCI). You will collaborate with product, platform, and AI teams to deliver secure, scalable, and production-ready intelligent workflows that transform IT and business operations. Key Responsibilities - Develop and enhance Generative AI capabilities within ServiceNow to optimize ITSM workflows, Virtual Agent experiences, and enterprise automation. - Build AI-driven automations for Incident, Problem, Change, Request, and Knowledge processes using ServiceNow capabilities. - Design and implement RAG (Retrieval-Augmented Generation) solutions for contextual and accurate response generation across ServiceNow applications. - Integrate LLM features through Flow Designer, Virtual Agent Designer, and custom backend components. - Automate workflows and integrations via ServiceNow REST APIs, IntegrationHub, and MID Server as needed. - Collaborate with business and platform stakeholders to identify AI transformation opportunities and deliver measurable outcomes. - Deploy, monitor, and optimize AI workloads across ServiceNow and OCI, ensuring high performance, compliance, and cost efficiency. - Partner with data science and architecture teams to ensure robust, production-grade AI delivery and lifecycle management. - Stay current with advancements in ServiceNow AI, LLM technologies, and agent orchestration frameworks to continuously evolve the platform. Qualifications & Experience - Education: Bachelor’s or Master’s degree in Computer Science, Data Science, or related field. - Experience: 4–8 years in AI/ML engineering, with at least 2–3 years in Generative AI or Agentic AI solution development. - Proven hands-on experience with ServiceNow AI capabilities — including Virtual Agent, GenAI-powered assistance, and intelligent workflows. - Expert proficiency in Python, with experience using PyTorch or TensorFlow for model development and integration. - Strong foundation in NLP, LLM prompting, fine-tuning, and transformer-based model architectures. - Demonstrated ability to integrate AI solutions within ServiceNow using Flow Designer, IntegrationHub, and REST APIs. - Experience deploying and optimizing AI workloads on OCI and ServiceNow; exposure to AWS, Azure, or GCP is a plus. - Practical knowledge of RAG pipelines and vector databases for semantic retrieval. - Working understanding of ITSM processes and AI-driven automation across core modules (Incident, Problem, Change). - Familiarity with MLOps/LLMOps practices, including model governance, monitoring, and responsible AI frameworks.

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