Senior Consultant-AI- Service Now

3 days ago

Hyderabad, India NTT DATA Business Solutions Full time

Key Responsibilities - Design and implement Agentic AI-driven workflows in ServiceNow for task automation, intelligent recommendations, and contextual decision support. - Develop and configure Conversational AI solutions using ServiceNow Virtual Agent, NLU models, custom intents, and third-party integration for enterprise use cases. - Build and extend Generative AI capabilities leveraging ServiceNow’s Gen AI features for knowledge article summarization, case deflection, and intelligent content generation. - Integrate AI models (ServiceNow-native and external LLMs/ML APIs such as OpenAI, Azure OpenAI, Google Vertex, etc.) with ServiceNow 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 ServiceNow development experience with strong proficiency across ITSM, CSM, ITOM, and related modules. - Proven experience in ServiceNow AI Frameworks: Virtual Agent, NLU, Agent Workflows, and Predictive Intelligence. - Expertise in ServiceNow 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: JavaScript, Glide API and integrations. - Good understanding of APIs, REST/SOAP integrations, ServiceNow 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 ServiceNow solutions. Preferred Qualifications - ServiceNow Certified System Administrator (CSA) and ServiceNow Certified Application Developer (CAD). - Certification or proven working knowledge in ServiceNow 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 (OpenAI, Anthropic, Azure, or Google). - Scripting skills: Python (for ML/AI model integrations).

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