Technical Solution Lead – ServiceNow GenAI

Role Overview

We are hiring a Technical Solution Lead – ServiceNow GenAI to drive the design, development, and deployment of AI-powered solutions on the ServiceNow platform.

This role is accountable for owning AI use cases end-to-end, from identifying opportunities to delivering production-ready solutions. The individual will work closely with Offering Managers, Architects, and business stakeholders to translate real problems into scalable AI-driven workflows.

Key Responsibilities

AI Use Case Ownership

• Identify, evaluate, and prioritize high-impact AI use cases across ITSM and CSM
• Define business value, feasibility, and data readiness
• Drive execution from PoC Pilot Production rollout

ServiceNow GenAI Solution Design

• Design and implement solutions using:
  • Now Assist
  • Predictive Intelligence
  • Virtual Agent
  • Flow Designer and IntegrationHub
• Build AI-powered workflows aligned with ServiceNow best practices
• Ensure scalability, performance, and maintainability of solutions

Hands-on Development & Prototyping

• Actively contribute to configuration, scripting, and debugging
• Develop rapid prototypes to validate AI use cases
• Guide development teams on implementation patterns and best practices
• Review prompts, workflows, and AI outputs for optimization

Integration & AI Ecosystem

• Integrate ServiceNow with external AI/LLM platforms (e.g., Azure OpenAI)
• Design and implement REST API-based integrations and orchestration
• Enable data grounding and context-aware AI responses

AI Governance & Risk Management

• Implement safeguards for AI risks such as hallucination, bias, and data privacy
• Design human-in-the-loop workflows where required
• Ensure auditability and traceability of AI-driven decisions

Stakeholder & Offering Collaboration

• Work closely with Offering teams to shape AI roadmap and use case pipeline
• Conduct workshops, demos, and stakeholder discussions
• Translate business needs into technical AI solutions

Required Skills & Experience

Experience

• 6–10 years of overall experience in IT
• Minimum 3+ years of hands-on experience in ServiceNow development/architecture
• Proven experience in at least 1–2 AI/GenAI implementations (beyond theoretical or PoC-only exposure)

ServiceNow Expertise

• Strong experience in ITSM / CSM workflows
• Deep knowledge of:
  • Scripting (Business Rules, Script Includes, Client Scripts)
  • Flow Designer and IntegrationHub
  • REST/SOAP integrations
• Experience in Technical Lead or Solution Architect role

AI & GenAI Capabilities

• Hands-on experience with:
  • Now Assist
  • Predictive Intelligence
  • Virtual Agent
• Strong understanding of:
  • Prompt engineering and optimization
  • AI use case identification
  • Data readiness and grounding techniques

Technical Skills

• JavaScript (ServiceNow scripting)
• API integrations and orchestration
• Understanding of AI architecture and cloud-based AI services

Communication & Leadership

• Strong stakeholder management skills
• Ability to translate technical solutions into business impact
• Experience working with cross-functional teams

Preferred Qualifications

• ServiceNow certifications (CSA, CIS, CAD)
• Experience in enterprise-scale implementations
• Exposure to AI transformation programs