Service Now Senior Engineer

Role Overview

• Job Title: Senior Enterprise Service Platform & Agentic AI Architect
• Experience: 6-8 years in enterprise IT service management and platform engineering
• Core Focus: ITSM, CSM, HRSD, CMDB, and Agentic AI with MCP solution design

Key Responsibilities

• Platform Architecture: Design and scale enterprise workflows across IT Service Management (ITSM), Customer Service Management (CSM), and HR Service Delivery (HRSD).
• CMDB Governance: Build and maintain a healthy Configuration Management Database (CMDB) to support automated operations and AI reasoning.
• Agentic AI & MCP Design: Architect autonomous AI agents using the Model Context Protocol to connect large language models safely with enterprise tools and data.
• Workflow Automation: Replace legacy manual tasks with smart, context-aware AI agents that resolve tickets and trigger backend actions.
• Cross-Team Leadership: Work with security, data, and business units to ensure safe, compliant, and scalable platform rollouts.

Required Skills

• Platform Mastery: Deep hands-on experience with enterprise service clouds (such as ServiceNow or equivalent platforms) covering ITSM, CSM, and HRSD modules.
• Data & CMDB Integrity: Strong command of service mapping, CI discovery, and data governance.
• AI & Integration: Knowledge of LLMs, API design, system integration, and Agentic AI frameworks.
• Problem Solving: Ability to design secure agent loops that handle tool use, reasoning, and error recovery without human intervention.