Role Overview
We are hiring a Technical Solution Lead – ServiceNow GenAI to drive the design, development, and deployment of AI-powered solutions on the ServiceNow platform.
This role is accountable for owning AI use cases end-to-end, from identifying opportunities to delivering production-ready solutions. The individual will work closely with Offering Managers, Architects, and business stakeholders to translate real problems into scalable AI-driven workflows.
Key Responsibilities
AI Use Case Ownership
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Identify, evaluate, and prioritize high-impact AI use cases across ITSM and CSM
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Define business value, feasibility, and data readiness
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Drive execution from PoC Pilot Production rollout
ServiceNow GenAI Solution Design
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Design and implement solutions using:
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Now Assist
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Predictive Intelligence
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Virtual Agent
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Flow Designer and IntegrationHub
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Build AI-powered workflows aligned with ServiceNow best practices
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Ensure scalability, performance, and maintainability of solutions
Hands-on Development & Prototyping
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Actively contribute to configuration, scripting, and debugging
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Develop rapid prototypes to validate AI use cases
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Guide development teams on implementation patterns and best practices
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Review prompts, workflows, and AI outputs for optimization
Integration & AI Ecosystem
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Integrate ServiceNow with external AI/LLM platforms (e.g., Azure OpenAI)
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Design and implement REST API-based integrations and orchestration
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Enable data grounding and context-aware AI responses
AI Governance & Risk Management
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Implement safeguards for AI risks such as hallucination, bias, and data privacy
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Design human-in-the-loop workflows where required
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Ensure auditability and traceability of AI-driven decisions
Stakeholder & Offering Collaboration
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Work closely with Offering teams to shape AI roadmap and use case pipeline
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Conduct workshops, demos, and stakeholder discussions
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Translate business needs into technical AI solutions
Required Skills & Experience
Experience
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6–10 years of overall experience in IT
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Minimum 3+ years of hands-on experience in ServiceNow development/architecture
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Proven experience in at least 1–2 AI/GenAI implementations (beyond theoretical or PoC-only exposure)
ServiceNow Expertise
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Strong experience in ITSM / CSM workflows
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Deep knowledge of:
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Scripting (Business Rules, Script Includes, Client Scripts)
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Flow Designer and IntegrationHub
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REST/SOAP integrations
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Experience in Technical Lead or Solution Architect role
AI & GenAI Capabilities
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Hands-on experience with:
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Now Assist
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Predictive Intelligence
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Virtual Agent
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Strong understanding of:
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Prompt engineering and optimization
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AI use case identification
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Data readiness and grounding techniques
Technical Skills
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JavaScript (ServiceNow scripting)
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API integrations and orchestration
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Understanding of AI architecture and cloud-based AI services
Communication & Leadership
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Strong stakeholder management skills
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Ability to translate technical solutions into business impact
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Experience working with cross-functional teams
Preferred Qualifications
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ServiceNow certifications (CSA, CIS, CAD)
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Experience in enterprise-scale implementations
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Exposure to AI transformation programs
