ServiceNow Senior AI Engineer

Our client is the fastest-growing global manufacturing company. An international corporation with over a hundred years of history, internationally recognized brands and Reduced-Risk Products.
The Senior ServiceNow AI Developer will be responsible for the end-to-end delivery of ServiceNow ITSM initiatives, including technical solution design, development, automation, AI-powered capabilities, testing, deployment, and operational support. The role requires a strong combination of ServiceNow development expertise and hands-on experience implementing ServiceNow Now Assist capabilities within enterprise ITSM environments.
The successful candidate will act as a senior technical contributor, partnering with architects, product owners, business analysts, and stakeholders to deliver scalable, secure, maintainable, and innovative ServiceNow solutions aligned with ServiceNow best practices and enterprise architecture standards.
ServiceNow Experience
✅ Minimum 8+ years of hands-on ServiceNow development experience.
✅ Proven experience delivering complex enterprise-scale ServiceNow ITSM implementations.
✅ Experience working in Agile delivery environments.
Mandatory AI Requirements
✅ Demonstrated experience implementing multiple ServiceNow Now Assist skills in production environments.
✅ Demonstrated experience designing adoption and governance approaches for AI-enabled ITSM solutions.
Mandatory Automation Experience
✅ Proven experience implementing automation solutions within ITSM environments, including:
• Incident automation
• Request fulfillment automation
• Change process automation
• Knowledge lifecycle automation
• Integration Hub and Flow Designer solutions
• Intelligent routing and approval automation
Nice to Have Experience
• Agentic AI implementation experience within ServiceNow.
• Experience with AI Agents, Agentic AI frameworks, Autonomous Workforce.
• Experience with CSDM.
• Experience with EA, SPM, CMDB, ITOM, ITAM, or related platform modules.
Certifications
Mandatory
✅ServiceNow Certified System Administrator (CSA)
✅ServiceNow Certified Application Developer (CAD)
✅Certified Implementation Specialist – ITSM
Preferred
• Implementer – Now Assist for ITSM
• ServiceNow GenAI or AI-related certifications
• Agentic AI-related certifications (when available)
Responsibilities:
1. Design, develop, configure, and enhance ServiceNow ITSM solutions, including:
Incident Management
Change Management
Request Management
Knowledge Management
Problem Management
Service Catalog
Platform Analytics
Predictive Intelligence
Virtual Agent powered by Now Assist
Other Scoped Apps used and in scope of ITSM
2. Build and maintain ServiceNow workflows, Flow Designer automations, SLAs, notifications, approvals, integrations, and reusable platform components.
3. Perform technical design, development, unit testing, deployment, and post-production support activities.
4. Ensure delivered solutions align with business requirements, ServiceNow best practices, and enterprise architecture standards.
5. Participate in requirements workshops and provide technical recommendations and solution options
Automation & Innovation
• Lead the implementation of process automation initiatives within the ITSM domain.
• Design and implement Flow Designer solutions, Integration Hub automations, orchestration workflows, and intelligent ticket handling solutions.
• Drive automation opportunities that improve operational efficiency, user experience, and service quality.
• Support continuous improvement initiatives and identify opportunities to reduce manual effort through platform capabilities.
Now Assist & AI Capabilities
• Lead the implementation and adoption of ServiceNow Now Assist capabilities within ITSM.
• Design, configure, and operationalize multiple Now Assist skills in production environments.
• Collaborate with business stakeholders to identify AI-driven use cases and improve service management processes using GenAI capabilities.
• Contribute to AI governance, prompt design, testing strategy, and user adoption activities.
Integration & Technical Development
• Develop and maintain Script Includes, Business Rules, Client Scripts, UI Policies, Scripted REST APIs, and Integration Hub integrations.
• Build integrations with enterprise applications leveraging REST APIs and modern integration patterns built by JTI.
• Troubleshoot performance, configuration, and integration issues.
• Ensure technical solutions are scalable, maintainable, secure, and compliant.
Technical Leadership
• Perform peer reviews and contribute to technical governance.
• Mentor junior developers and promote ServiceNow development best practices.
• Support solution estimation, planning, and technical risk assessments.
• Produce and maintain technical documentation, design specifications, and implementation guides.
• Participate in SDLC activities, including SIT, UAT, deployment, hypercare, and operational support.

Work arrangement
Yes