Specialist - Package Implementation

Role Title :Senior ServiceNow Developer AI Intelligent Service Management Location: Pune or Hyderabad Experience :5 to 8 years Shift :General Primary Skill :ServiceNow Development ITSM, APIs, GenAI LLMs ,RAG AI Agents Python Role Summary We are looking for a Senior ServiceNow Developer with 5 to 8 years of experience who combines strong ServiceNowITSM development expertise with handson experience implementing Generative AI solutions using external frontier models and AI platforms This is not primarily a ServiceNownative AI role The candidate should have experience building AI capabilities outside ServiceNow and integrating them into Service Management workflows through APIs and integration patterns The role will focus on applying LLMs RAG AI agents and enterprise knowledge to use cases such as incident management problem management change management knowledge management and service operations Key Responsibilities Design develop and enhance ServiceNow ITSM solutions across Incident Problem Change Request and Knowledge Management Develop ServiceNow solutions using JavaScript Business Rules Script Includes Flow Designer REST APIs IntegrationHub and related platform capabilities Design integrations between ServiceNow and external AILLM platforms Build AI solutions using frontierfoundation models such as models from OpenAI Anthropic Google Meta or equivalent enterpriseapproved platforms Develop RAG and agentic AI solutions grounded in enterprise Service Management data Build AIassisted workflows for oIncident summarization and triage oIncident categorizationrouting oSimilarincident identification oKnowledge recommendation oProblemrootcause investigation oChange risk and impact analysis oResolution recommendation oService desk assistance Develop secure APIs and orchestration patterns between AI services and ServiceNow

Implement prompt engineering structured outputs toolfunction calling and agent workflows

Integrate AI applications with enterprise search vector databases and knowledge sources

Implement appropriate guardrails grounding access controls auditability and humanintheloop controls for production AI

Work with Service Management AI engineering architecture security and data teams to take AI use cases from MVP to production

Establish monitoring and evaluation for AI solutions including accuracy hallucinationgrounding latency cost and business outcomes

Required Experience

5-8 years of ServiceNow development experience

Strong handson experience with ServiceNow ITSM

Strong ServiceNow JavaScript development skills

Experience with RESTSOAP APIs and enterprise integrations

Handson experience implementing Generative AILLM solutions outside ServiceNow

Experience integrating enterprise applications with LLM APIs Experience with RAG architectures embeddings and vector search Experience with Python for AI integrationorchestration Understanding of AI agents tool calling and multistep workflows Strong understanding of ITILService Management processes Experience deploying productiongrade integrations in enterprise environments Highly Desirable Knowledge Graph GraphRAG experience Experience with graph databases such as Neo4j FalkorDB Neptune or equivalent Experience connecting CMDBITSM data to AI agents Experience with Azure AWS or Google Cloud AI platforms Experience with AI evaluation frameworks and observability Understanding of enterprise AI security PII handling and responsible AI controls