Job Description:

JOB DESCRIPTION
Lead ServiceNow AI Developer / Consultant

Role / Position Title: Lead Consultant - AI Solutions    Required Experience: 8 - 10 Years
Department / Practice: ServiceNow Center of Excellence    Location: Flexible / Remote / Onsite

Position Overview
We are seeking an innovative Lead ServiceNow AI Developer / Consultant to drive the design and implementation of ServiceNow Artificial Intelligence, Predictive Intelligence, Virtual Agent, and Generative AI (Now Assist) capabilities. In this role, you will lead the deployment of intelligent automation, cognitive capabilities, and enterprise NLU/LLM models within client ServiceNow ecosystems.
Key Responsibilities
•    Lead the design, configuration, and implementation of ServiceNow AI & Automation capabilities including Virtual Agent, Predictive Intelligence, Document Intelligence, and Now Assist (GenAI).
•    Build and tune Natural Language Understanding (NLU) models, intent classification, entity extraction, and Machine Learning predictive models for incident/case auto-routing and solution recommendations.
•    Implement enterprise Now Assist GenAI capabilities across ITSM, HRSD, and CSM workflows, enhancing user self-service and agent productivity.
•    Collaborate with AI engineers, solution architects, and business stakeholders to identify high-impact AI/ML use cases on the ServiceNow platform.
•    Establish testing benchmarks, model validation frameworks, and continuous learning/tuning pipelines for platform AI models.
•    Mentor engineering teams on AI/ML best practices within the ServiceNow platform environment.
Qualifications & Skills Required
•    8 to 10 years of overall IT software engineering experience, with 4+ years specializing in ServiceNow advanced features and AI/ML capabilities.
•    Hands-on expertise with ServiceNow Predictive Intelligence, Virtual Agent Designer, NLU Workbench, and GenAI / Now Assist frameworks.
•    Solid foundation in JavaScript, Python (beneficial for AI/ML pipelines), REST APIs, and Flow Designer.
•    Proven experience integrating external AI/LLM models or enterprise services with ServiceNow via Integration Hub.
•    Strong understanding of natural language processing (NLP), conversational UI design, and generative AI prompt engineering concepts.
•    Strong analytical, leadership, and stakeholder communication skills.
Preferred Certifications
•    Certified System Administrator (CSA)
•    Certified Application Developer (CAD)
•    Specialized certifications or micro-certifications in ServiceNow Predictive Intelligence, Virtual Agent, or Now Assist

Get empowered by NTT DATA Business Solutions!

We transform. SAP® solutions into Value

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.