ServiceNow & Now Assist - Bangalore

Key Responsibilities

1. ServiceNow Workflow & Flow Designer

• Design and develop workflows using: 
• ServiceNow Flow Designer
• Workflow Editor / orchestration modules
• Automate ITSM processes including: 
• Incident, Problem, Change, Request workflows
• Build reusable, scalable workflow components

2. Now Assist (GenAI) Implementation

• Design and implement Now Assist (ServiceNow GenAI capabilities) for: 
• Knowledge summarization and retrieval
• Incident resolution recommendations
• Conversational AI / Virtual Agent enhancements
• Integrate Now Assist with: 
• Knowledge base (KB articles)
• Service catalog and workflows
• Enable AI-driven self-service and agent assist scenarios

3. Virtual Agent & Self-Service Automation

• Configure and enhance ServiceNow Virtual Agent
• Design conversational workflows for: 
• Self-service support (FAQs, KB search)
• Incident creation and updates
• Integrate with backend automation platforms for one-click remediation

4. Integration & Automation

• Integrate ServiceNow with enterprise tools: 
• Monitoring tools, cloud platforms, identity systems
• AI/automation platforms (TechBuddy, CVA, orchestration layers)
• Implement: 
• API-based integrations
• Event-driven workflows
• Support unified service experience across multiple channels

5. Process Optimization & Automation

• Analyze ITSM processes and identify automation opportunities
• Reduce manual effort through: 
• Workflow automation
• AI-driven decision-making
• Improve operational efficiency and MTTR

6. Data & Knowledge Integration

• Enable integration with: 
• Knowledge bases (KB articles, catalogs)
• Data sources supporting AI and workflows
• Ensure data consistency and structured workflows for analytics and AI usage

7. Governance & Best Practices

• Define standards for: 
• Workflow design
• Naming conventions and governance
• Ensure compliance with: 
• Security policies (RBAC, access control)
• ITIL process guidelines

8. Stakeholder Collaboration

• Work with: 
• ITSM, Service Desk, and Operations teams
• AI/automation teams
• Business stakeholders
• Translate business requirements into technical workflows and AI use cases

Required Skills & Qualifications

Core ServiceNow Skills

• Strong expertise in: 
• ServiceNow Flow Designer / Workflow Editor
• Incident, Problem, Change, Request Management modules
• Experience with: 
• ServiceNow Virtual Agent
• Service Catalog and Knowledge Management

Now Assist / AI Capabilities

• Experience or exposure to: 
• ServiceNow Now Assist (GenAI features)
• AI-driven automation and conversational AI
• Understanding of: 
• Knowledge-based systems
• AI-assisted workflows

Integration & Automation

• Hands-on experience with: 
• REST APIs and ServiceNow integrations
• Workflow automation and orchestration
• Exposure to: 
• AI platforms, RPA, or orchestration tools