Job Description:

Position Overview
We are seeking a highly skilled Senior Developer with expertise in ServiceNow’s AI-driven capabilities including Agentic AI, Generative AI, and Conversational AI solutions. The ideal candidate will design, develop, and implement intelligent workflows, virtual agents, automated reasoning, and generative content features to enhance employee and customer experiences on the ServiceNow platform.
This role requires advanced knowledge of the ServiceNow ecosystem, AI/ML integration, and conversational design principles, along with hands-on development and solutioning experience.

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).

Soft Skills
•    Strong communication and client-facing skills to explain AI-driven solutions to both technical and business stakeholders.
•    Ability to contribute on discussions on AI roadmap, risks, and value realization within the ServiceNow platform.
•    Mentoring attitude with team leadership and knowledge transfer capabilities.

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For any questions related to Job Description, you may connect with below specified contact from Recruiting.

Recruiter Name: Sweta Yadav 

Recruiter Email ID: sweta.yadav@bs.nttdata.com

NTT DATA Business Solutions is a fast-growing international IT company and one of the world’s leading SAP partners. We are a full service provider delivering everything from business consulting to implementation of SAP solutions, including hosting services and support.