ServiceNow Agentic AI Engineer

Job Summary:

The Service Now Agentic AI Engineer is responsible for designing, developing, and deploying autonomous, goal-driven AI agents on the Service Now platform. This role leverages Service Now AI capabilities, Generative AI, and workflow automation to build intelligent systems that can reason, plan, and take actions across enterprise workflows such as ITSM, ITOM, HRSD, CSM, and Sec Ops. The position plays a key role in driving operational efficiency, self-healing systems, and enhanced user experiences.

Key Responsibilities:

- Design and implement Agentic AI solutions using Service Now platform capabilities.
- Develop autonomous AI agents capable of decision-making, planning, and task execution.
- Configure and customize Service Now modules including ITSM, ITOM, HRSD, CSM, and Sec Ops.
- Integrate Generative AI / LLMs (Now Assist, Azure OpenAI, OpenAI, etc.) with Service Now workflows.
- Build and manage workflows using Flow Designer, Integration Hub, and Decision Tables.
- Develop custom scripts using JavaScript, Glide APIs, Script Includes, and Business Rules.
- Implement conversational experiences using Virtual Agent and AI Search.
- Enable proactive incident resolution, automation, and self-healing processes.
- Ensure AI solutions comply with governance, security, and compliance standards.
- Collaborate with business and technical stakeholders to deliver AI-driven outcomes.

Requirement:

- Strong experience with Service Now development and architecture.
- Hands-on knowledge of Agentic AI concepts (autonomy, reasoning, planning, tool usage).
- Proficiency in JavaScript and Service Now scripting.
- Experience integrating Generative AI and LLM services.
- Understanding of workflow automation and orchestration.
- Familiarity with REST APIs and third-party integrations.
- Service Now certifications (CSA, CAD, CIS) are preferred.
- Strong analytical, problem-solving, and communication skills.