Service Now developer- Assist specialist

Role & responsibilities

Key Responsibilities

ServiceNow Development

• Design, develop, configure, and customize ServiceNow applications and modules.
• Develop workflows, Flow Designer solutions, UI Policies, Business Rules, Client Scripts, Script Includes, and Catalog Items.
• Build and maintain custom applications using App Engine Studio.
• Configure and support ITSM, ITOM, ITAM, HRSD, CSM, and employee workflows as required.
• Develop and maintain Service Catalogs, Knowledge Management, and CMDB solutions.

Now Assist / Generative AI Capabilities

• Implement and optimize ServiceNow Now Assist features across ITSM, CSM, HRSD, and platform workflows.
• Configure AI-powered incident summarization, case summarization, virtual agent responses, and knowledge generation.
• Enable AI-assisted ticket resolution and agent productivity enhancements.
• Configure and maintain Prompt Studio, AI Search, and Generative AI workflows.
• Collaborate with business teams to identify AI use cases and drive adoption of Now Assist capabilities.
• Monitor AI performance, accuracy, governance, and compliance requirements.

Integrations & Automation

• Develop integrations using REST, SOAP, IntegrationHub, MID Server, and APIs.
• Implement automation solutions using Flow Designer, Orchestration, and IntegrationHub spokes.
• Integrate ServiceNow with enterprise applications such as Azure, Microsoft 365, SAP, Salesforce, monitoring tools, and identity platforms.

Platform Governance & Best Practices

• Follow ServiceNow development standards and best practices.
• Participate in instance upgrades, patching, testing, and release management activities.
• Perform code reviews, troubleshooting, and performance optimization.
• Document technical designs, configurations, and operational procedures.
• Ensure security, compliance, and data governance standards are maintained.

Required Skills

ServiceNow Platform

• Strong experience in ServiceNow development and administration.
• Expertise in:
• ITSM
• Flow Designer
• Service Catalog
• CMDB
• Knowledge Management
• IntegrationHub
• App Engine Studio
• Virtual Agent
• Performance Analytics

AI / Now Assist

• Hands-on experience with ServiceNow Now Assist.
• Knowledge of:
• Generative AI capabilities within ServiceNow
• Prompt Engineering
• Prompt Studio
• AI Search
• AI-powered Knowledge Creation
• Agent Assist and Case Summarization
• Responsible AI and governance practices

Technical Skills

• JavaScript
• HTML/CSS
• REST/SOAP APIs
• JSON/XML
• Web Services Integration
• SSO, OAuth, SAML