Service Now AI

Experience :4-6 years

Job Description

ServiceNow Configuration Resource:Is responsible for tailoring the GSConnect (ServiceNow CSM) platform to meet the organizations needs. This includes configuring standard features building custom solutions integrating with other systems and ensuring the platform operates efficiently. Ability to blend classic CSM configuration with GenAI capabilities (Now Assist AI Search Predictive Intelligence Virtual Agent) and agentic automation to deliver scalable secure and human-centered customer service outcomes.

Roles and Responsibilities of the ServiceNow Configuration Resource

1. Platform Configuration

a. Configure out-of-the-box (OOTB) features including workflows forms fields and user interfaces to meet business requirements.

b. Set up and manage user roles permissions and access controls in alignment with governance policies.

c. Maintain and manage multiple ServiceNow instances (e.g. development testing production) to ensure stability and consistency.

2. Custom Development

a. Develop tailored applications and modules to address unique business needs that cannot be met with OOTB functionality.

b. Write and maintain server-side and client-side scripts business rules UI actions and script includes.

c. Design and implement custom workflows and automation for complex business processes.

3. Integrations and Data Management

a. Build and maintain integrations with third-party systems and enterprise tools using APIs web services or middleware.

b. Migrate data from legacy systems into ServiceNow and ensure ongoing data accuracy and integrity.

c. Establish processes for managing core data elements such as customer or product data within the platform.

4. Collaboration and Stakeholder Engagement

a. Collaborate with Business Owners Product Owners and other stakeholders to understand requirements and translate them into technical solutions.

b. Provide guidance on ServiceNow capabilities limitations and best practices during solution design discussions.

c. Incorporate user feedback into configuration and development efforts to improve platform usability.

5. Quality Assurance and Testing

a. Conduct regular code reviews to ensure quality maintainability and adherence to coding standards.

b. Perform unit testing on all configurations and customizations before deployment.

c. Assist testing teams in functional performance and regression testing to validate that solutions meet requirements.

6. Deployment and Release Management

a. Work closely with the Change Management and Service Delivery teams to plan schedule and execute releases.

b. Use version control systems to track changes and manage releases across different environments.

c. Leverage tools for automated deployment to streamline the release process.

7. Maintenance and Support

a. Address and resolve issues incidents and bugs reported by users or support teams.

b. Apply ServiceNow patches and version upgrades ensuring compatibility with custom configurations.

c. Continuously monitor system health and performance to identify and address potential issues proactively.

8. Continuous Improvement

a. Identify and implement automation opportunities to improve efficiency and reduce manual effort.

b. Optimize workflows scripts and configurations to improve platform performance and scalability.

c. Stay updated on new ServiceNow features and modules to identify opportunities for adoption and innovation.

9. Governance and Compliance

a. Ensure all configurations and developments comply with CoE-defined standards policies and security requirements.

b. Maintain documentation and records of configurations and changes for audit purposes.

c. Implement secure coding practices to protect sensitive data and comply with regulatory requirements.

10. Knowledge Management

a. Create and maintain comprehensive technical documentation for configurations scripts and workflows.

b. Share technical expertise with other CoE members and train support teams to manage routine platform operations.

c. Assist in developing training materials and resources to help end-users adopt new features effectively.

11. AI & Agentic Capabilities (Now Assist / AI Agents)

a. Design build and tune Now Assist for CSM (case summarization reply drafts next-best actions article generation) and AI Search experiences.

b. Configure and govern Generative AI Controller connections to LLM providers; set guardrails data policies and prompt templates for safe and relevant outputs.

c. Build AI Agents (agentic workflows) that can plan call tools/flows retrieve knowledge execute actions and follow hand-off protocols to humans.

d. Implement Virtual Agent topics conversational flows and Agent Assist signals that are grounded on curated knowledge and case context.

e. Establish prompt engineering standards (structure context packing grounding temperature retry/stop conditions) and reusable prompt libraries.

f. Experience in workflow data fabric.

Tools:

• ServiceNow CSM
• Agent Workspace
• Workflow Editor/Flow Designer
• Virtual Agent
• Now Assist
• AI Search
• Predictive Intelligence

Governance & Ways of Working:

• Adhere to CoE standards coding guidelines Responsible AI principles and secure coding practices.
• Maintain audit-ready documentation for configurations prompts flows guardrails and provider settings.

Exp: 4-6 years