ServiceNow Technical Consultant - AI

Experience: 6–8 Years

Location: Remote

Must-Have Skills

• ServiceNow Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• Certified Implementation Specialist – Customer Service Management (CIS-CSM)
• ServiceNow AI / Now Assist
• Predictive Intelligence (PI)

Job Summary

We are looking for a Senior ServiceNow Developer – AI with 6–8 years of experience in designing, configuring, customizing, and developing solutions on the ServiceNow platform, with strong expertise in Customer Service Management (CSM). The ideal candidate will have hands-on experience implementing ServiceNow AI capabilities, including Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation, to deliver intelligent, scalable, and secure customer service solutions.

The role requires a strong blend of platform configuration, custom development, integrations, and AI-driven automation while working closely with business stakeholders to deliver high-quality enterprise solutions.

Key Responsibilities

• Configure and customize out-of-the-box (OOTB) ServiceNow CSM capabilities, including forms, workflows, user interfaces, fields, and related platform features to meet business requirements.
• Develop custom applications, modules, and enhancements using ServiceNow best practices.
• Design, develop, and maintain Client Scripts, Business Rules, Script Includes, UI Policies, UI Actions, Flow Designer solutions, and other ServiceNow platform components.
• Configure and implement AI-powered capabilities, including Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation to improve customer and agent experiences.
• Build and maintain integrations between ServiceNow and enterprise applications using REST APIs, SOAP web services, IntegrationHub, or middleware platforms.
• Perform data migration from legacy systems into ServiceNow while ensuring data accuracy, integrity, and governance.
• Configure and manage user roles, permissions, and access controls in accordance with organizational security and governance standards.
• Maintain and support multiple ServiceNow instances, including Development, Test, and Production environments.
• Collaborate with Business Owners, Product Owners, Solution Architects, and cross-functional teams to translate business requirements into scalable technical solutions.
• Provide technical recommendations on ServiceNow capabilities, AI features, platform best practices, and solution design.
• Troubleshoot production issues, perform root cause analysis, and ensure optimal platform performance and reliability.
• Follow ServiceNow development standards, coding best practices, security guidelines, and documentation standards throughout the development lifecycle.

Required Skills & Qualifications

• 6–8 years of hands-on experience in ServiceNow development and platform customization.
• Strong experience with ServiceNow Customer Service Management (CSM).
• Hands-on experience with ServiceNow AI capabilities, including Now Assist, AI Search, Predictive Intelligence, Virtual Agent, and agentic automation.
• Strong knowledge of JavaScript, ServiceNow scripting, Business Rules, Client Scripts, Script Includes, UI Policies, UI Actions, Flow Designer, and IntegrationHub.
• Experience developing integrations using REST APIs, SOAP web services, and middleware technologies.
• Experience with ServiceNow platform administration, instance management, and deployment processes.
• Strong understanding of data migration, data management, and platform governance.
• Excellent analytical, troubleshooting, communication, and stakeholder management skills.
• Experience working in Agile development environments.
• ServiceNow certifications including CSA, CAD, and CIS-CSM are required.