Technical Consultant

Full Stack ServiceNow Developer – Knowledge Management, Problem Management (OOB) & Agentic AILocation: PAN IndianPosition OverviewWe 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 ResponsibilitiesKnowledge Management• Knowledge Center Implementationo 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 Improvemento 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 Processo 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 Enablemento 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 Integrationo 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 Optimizationo 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 Expertiseo 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 Managemento 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 & Automationo 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).• Certificationso 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.