Technical Solution Lead – ServiceNow GenAI

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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

Experience

Required Skills 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

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.