About the role
100% Remote
ServiceNow Now Consultant with active AI Micro Certification
Contract
Job Description:
Mandatory requirement to have active AI -MicroCertification
Experience Required:
4–10 Years (Minimum 3+ years in ServiceNow ServiceNow AI, GenAI, Now Assist, Virtual Agent, AI Search, and Employee Experience solutions.
Key Responsibilities:
- Design, configure, and implement ServiceNow Now Assist solutions across ITSM, HRSD, CSM, ITOM, and Employee Workflows.
- Lead customer workshops to identify AI and automation opportunities within ServiceNow.
- Configure and deploy:
- Now Assist for ITSM
- Now Assist for HRSD
- Now Assist for CSM
- Generative AI Controller
- AI Search
- Virtual Agent
- Agent Assist
- Predictive Intelligence
- Knowledge Recommendations
- Build and optimize AI-driven workflows to improve employee and agent productivity.
- Configure prompt engineering, AI capabilities, summarization, content generation, and recommendation use cases.
- Collaborate with architects and business stakeholders to define GenAI adoption strategies.
- Integrate ServiceNow with enterprise AI platforms and LLM services where required.
- Configure and maintain AI Search indexes, search sources, and relevance tuning.
- Support governance, security, compliance, and responsible AI implementation within the ServiceNow platform.
- Develop reusable AI use cases aligned with ServiceNow and HCL best practices.
- Perform testing, validation, monitoring, and optimization of AI-enabled solutions.
- Support production deployments and hypercare activities.
Required Skills & Qualifications:
- Strong hands-on experience on the ServiceNow platform.
- Experience implementing Now Assist capabilities across one or more ServiceNow products.
- Strong understanding of:
- Generative AI concepts
- Large Language Models (LLMs)
- Prompt Engineering
- AI Governance and Responsible AI
- Experience configuring:
- Now Assist
- AI Search
- Virtual Agent
- Predictive Intelligence
- Agent Assist
- Expertise in:
- JavaScript
- Glide APIs
- Flow Designer
- Integration Hub
- REST/SOAP APIs
- Experience creating AI-driven workflows and automation use cases.
- Strong knowledge of ServiceNow platform architecture and security.
- Experience with Service Portal and UI Builder.
- Strong analytical, troubleshooting, and communication skills.
- Ability to work directly with clients and business stakeholders to identify AI-enabled transformation opportunities.
Preferred Experience:
- End-to-end implementation of Now Assist solutions.
- AI Search implementation and relevance optimization.
- Virtual Agent implementation and conversational AI design.
- Knowledge Management transformation using GenAI.
- Experience implementing AI use cases in:
- ITSM
- HRSD
- CSM
- SPM
- ITOM
- Experience integrating ServiceNow with Azure OpenAI or enterprise AI platforms.
- Exposure to Retrieval-Augmented Generation (RAG), Knowledge Management, and Content Generation use cases.
- Experience working in Agile/Scrum methodologies.
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