Specialist - Package Implementation

Role Title :Senior ServiceNow Developer AI Intelligent Service Management

Location: Pune or Hyderabad

Experience :5 to 8 years

Shift :General

Primary Skill :ServiceNow Development ITSM, APIs, GenAI LLMs ,RAG AI Agents Python

Role Summary

We are looking for a Senior ServiceNow Developer with 5 to 8 years of experience who combines strong ServiceNowITSM development expertise with handson experience implementing Generative AI solutions using external frontier models and AI platforms

This is not primarily a ServiceNownative AI role The candidate should have experience building AI capabilities outside ServiceNow and integrating them into Service Management workflows through APIs and integration patterns

The role will focus on applying LLMs RAG AI agents and enterprise knowledge to use cases such as incident management problem management change management knowledge management and service operations

Key Responsibilities

Design develop and enhance ServiceNow ITSM solutions across Incident Problem Change Request and Knowledge Management

Develop ServiceNow solutions using JavaScript Business Rules Script Includes Flow Designer REST APIs IntegrationHub and related platform capabilities

Design integrations between ServiceNow and external AILLM platforms

Build AI solutions using frontierfoundation models such as models from OpenAI Anthropic Google Meta or equivalent enterpriseapproved platforms

Develop RAG and agentic AI solutions grounded in enterprise Service Management data

Build AIassisted workflows for

oIncident summarization and triage

oIncident categorizationrouting

oSimilarincident identification

oKnowledge recommendation

oProblemrootcause investigation

oChange risk and impact analysis

oResolution recommendation

oService desk assistance

Develop secure APIs and orchestration patterns between AI services and ServiceNow

Implement prompt engineering structured outputs toolfunction calling and agent workflows

Integrate AI applications with enterprise search vector databases and knowledge sources

Implement appropriate guardrails grounding access controls auditability and humanintheloop controls for production AI

Work with Service Management AI engineering architecture security and data teams to take AI use cases from MVP to production

Establish monitoring and evaluation for AI solutions including accuracy hallucinationgrounding latency cost and business outcomes

Required Experience

5-8 years of ServiceNow development experience

Strong handson experience with ServiceNow ITSM

Strong ServiceNow JavaScript development skills

Experience with RESTSOAP APIs and enterprise integrations

Handson experience implementing Generative AILLM solutions outside ServiceNow

Experience integrating enterprise applications with LLM APIs

Experience with RAG architectures embeddings and vector search

Experience with Python for AI integrationorchestration

Understanding of AI agents tool calling and multistep workflows

Strong understanding of ITILService Management processes

Experience deploying productiongrade integrations in enterprise environments

Highly Desirable

Knowledge Graph GraphRAG experience

Experience with graph databases such as Neo4j FalkorDB Neptune or equivalent

Experience connecting CMDBITSM data to AI agents

Experience with Azure AWS or Google Cloud AI platforms

Experience with AI evaluation frameworks and observability

Understanding of enterprise AI security PII handling and responsible AI controls