About This Role
The Track Manager for IT Operations Management plays a crucial role in designing, implementing, and optimizing Generative AI and Agentic AI capabilities on the Service Now platform. This position focuses on enhancing automation, productivity, and user experience through various AI-powered features.
Responsibilities
- Lead implementation of Service Now Now Assist and AI-powered features across ITSM, HRSD, CSM, and other workflows.
- Configure and optimize Now Assist Skills, AI Search, Virtual Agent, Predictive Intelligence, and AI Agents.
- Design and build custom GenAI solutions using Now Assist Skill Kit (NASK), Agentic AI Studio, and Flow Designer.
- Conduct workshops to identify AI use cases and business value opportunities.
- Define prompt engineering strategies, grounding mechanisms, guardrails, and governance controls.
- Collaborate with business and technical stakeholders to translate requirements into AI solutions.
- Monitor AI adoption, usage analytics, and value realization metrics.
- Support demos, PoCs, customer presentations, and pre-sales activities.
Requirements
- Strong hands-on Service Now development and administration experience.
- Experience with Now Assist, AI Search, Virtual Agent, Flow Designer, Integration Hub, and Predictive Intelligence.
- Understanding of Generative AI, LLMs, prompt engineering, and Agentic AI concepts.
- Experience integrating Service Now with enterprise applications and knowledge sources.
- Strong stakeholder management and consulting skills.
- Knowledge of ITIL processes and Service Now platform architecture.
Nice to have:
- Service Now Certified System Administrator (CSA) – Mandatory.
- Service Now AI/Now Assist Micro-Certifications – Mandatory.
- Certified Application Developer (CAD) – Preferred.
- CIS-ITSM / CIS-HRSD / CIS-CSM – Preferred.
Benefits
- Opportunities for professional development and certifications.
- Collaborative work environment with a focus on innovation.
- Access to cutting-edge technology and tools.
Important Details
- Application deadline: 30 September 2026, 12:00.
Application Process
- Submit your application through the designated platform.
- Prepare for interviews that may include technical assessments and stakeholder discussions.
About the Company
The company specializes in IT service management solutions, focusing on enhancing operational efficiency and user experience through innovative technology and AI-driven capabilities.