ServiceNow AI Agent Engineer

Accelyst is an innovative AI Consultancy that leverages a unique catalog of industry specific Agents and leading-edge AI platforms to deliver tangible, integrated, secure and ROI-optimized solutions. We combine deep industry and technical expertise to enable rapid deployment of innovative AI-driven capabilities to augment and automate client workflows for employees, customers, prospects, and investors.

Why Accelyst?

Join Accelyst to be part of a dynamic team that leverages AI-driven technology to make a positive impact. Our leadership, with Big Four Consulting experience, fosters a nimble, client-focused environment, minimizing bureaucracy to enhance delivery and professional growth. You'll work on complex AI projects that challenge and inspire, meeting high client expectations.

Role Overview

We are seeking a ServiceNow AI Agent Engineer to support implementation of ServiceNow AI Agents at healthcare payer clients. This role requires deep expertise in the ServiceNow platform, AI Agent Studio, and integration of AI/ML models with enterprise workflows. You will work with cross-functional teams to design, configure, and deploy intelligent ServiceNow Agents that enhance automation, service delivery, and analytics capabilities.

Use cases could involve

• Member Services and Experience - AI agents to handle member enrollment inquiries, benefit explanations, and 24/7 support for common questions about coverage and claims status.
• Claims Processing Automation - AI agents to automate claims processing, claims routing, exception handling, and prior authorization workflows.
• Provider Network Management - AI agents to streamline provider onboarding, credentialing workflows, and contract management.
• Regulatory Compliance and Reporting - AI agents to provide real-time visibility into core system issues, security, and compliance risks.
• Case Management and Escalation - AI agents that can triage complex member issues, automatically escalate cases based on severity, and coordinate cross-functional responses for appeals, grievances, and medical management cases.
• IT Service Management - AI agents to manage internal IT requests from employees, manage system integrations, and provide automated incident response for critical payer systems and applications.

Qualifications:

• Strong hands-on experience with the ServiceNow Platform (ITSM, CSM, HRSD, SecOps).
• Proficiency in ServiceNow AI Agent Studio, no-code/low-code development.
• Expertise in workflow automation, Integration Hub, and API integrations.
• Solid understanding of LLMs and ML concepts for natural language processing and AI-driven automation.
• Proficiency in JavaScript and ServiceNow scripting.
• Familiarity with data integration (internal and external sources, knowledge articles, platform data).
• Experience with AI governance, analytics, and monitoring tools.
• Strong problem-solving skills and ability to collaborate across engineering and business teams.

Responsibilities:

• Configure and customize ServiceNow AI Agents using AI Agent Studio (no-code/low-code environment).
• Develop workflows, subflows, and process automation within ITSM, CSM, HRSD, and SecOps modules.
• Integrate ServiceNow AI Agents with external systems using Integration Hub, APIs, and Workflow Data Fabric.
• Enable AI Agents to call external tools and interact with LLMs, databases, or third-party AI models.
• Write and optimize JavaScript and ServiceNow scripts to extend AI Agent functionality.
• Leverage RaptorDB Pro for high-performance data processing.
• Utilize AI Control Tower and AI Agent Orchestrator for multi-agent coordination, guardrails, and governance.
• Monitor performance using ServiceNow analytics and ensure compliance with organizational and regulatory policies.