Servicenow Developer

Key Responsibilities

Agentic AI Solution Development

• Design and develop AI Agents using ServiceNow Agentic AI capabilities.
• Build autonomous workflows capable of reasoning, decision-making, orchestration, and action execution.
• Develop multi-agent architectures for complex business processes.
• Configure AI-driven conversational experiences and virtual assistants.

ServiceNow Platform Engineering

• Develop and maintain custom ServiceNow applications, integrations, workflows, and catalog solutions.
• Configure Flow Designer, Integration Hub, Process Automation Designer, and AI-powered workflows.
• Implement ServiceNow AI Agents, Now Assist, Predictive Intelligence, and GenAI capabilities.

AI & LLM Integration

• Integrate external LLM services such as OpenAI, Azure OpenAI, Anthropic, Gemini, or enterprise-approved models.
• Design prompt engineering frameworks and reusable prompt libraries.
• Implement RAG (Retrieval Augmented Generation) solutions using enterprise knowledge sources.
• Build memory management and contextual reasoning capabilities for AI agents. Agent orchestration, memory management, evaluation frameworks and enterprise-scale execution are key characteristics of modern ServiceNow Agentic AI solutions.

Enterprise Integration

• Integrate ServiceNow with HR, ITSM, CRM, ERP, Workday, Microsoft 365, Azure, and other enterprise systems.
• Develop REST, SOAP, GraphQL, and event-driven integrations.
• Enable secure data exchange across platforms.

AI Governance & Responsible AI

• Implement AI guardrails, monitoring, auditability, and compliance controls.
• Ensure Responsible AI, security, privacy, and regulatory adherence.
• Establish evaluation frameworks, testing standards, and AI observability practices. Responsible AI, governance and guardrails are identified as key enterprise requirements for Agentic AI adoption.

Operational Excellence

• Monitor AI agent performance and optimise accuracy, cost, latency, and scalability.
• Troubleshoot production issues and continuously improve AI solutions.
• Provide technical leadership and mentoring to development teams.

Skills:

Required Skills & Experience

ServiceNow Expertise

• 5+ years of ServiceNow development experience.
• Strong knowledge of:
• ITSM
• ITOM
• HRSD
• CSM
• Integration Hub
• Flow Designer
• App Engine Studio
• Service Portal / Employee Centre

AI & Agentic AI Skills

• Experience with:
• Generative AI
• Large Language Models (LLMs)
• AI Agent frameworks
• Multi-agent orchestration
• Prompt engineering
• RAG architectures
• Conversational AI
• Agent evaluation and monitoring

Technical Skills

• JavaScript
• Python
• REST APIs
• JSON/XML
• Git
• CI/CD pipelines
• Azure or AWS
• Containerisation and microservices (preferred) Data & Integration
• Vector databases • Knowledge management systems
• Enterprise data integration patterns
• Event-driven architectures

Desirable Certifications

• ServiceNow Certified System Administrator (CSA) •

ServiceNow Certified Application Developer (CAD)

• ServiceNow Certified Implementation Specialist
• ServiceNow AI Fundamentals
• Microsoft Azure AI Engineer Associate
• AWS Machine Learning Specialty
• Generative AI / LLM certifications

Key Competencies

• AI Solution Architecture
• ServiceNow Platform Engineering
• Agentic Workflow Design
• Enterprise Integration
• Problem Solving
• Stakeholder Management
• Innovation & Continuous Improvement
• Agile Delivery
• Technical Leadership