Senior Consultant-AI- Service Now

2 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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