ServiceNow AI Developer (Klo Job No 131)

Job description

Job Title: ServiceNow AI Developer / Consultant

Key Responsibilities:

• Design and implement AI-powered features within the ServiceNow platform
• Develop and customize Virtual Agent topics, conversation flows, and decision trees
• Configure and train Predictive Intelligence models for classification, routing, and recommendations
• Implement and fine-tune Now Assist and other GenAI capabilities
• Work on NLU (Natural Language Understanding) configurations and improvements
• Customize and enhance ServiceNow modules such as ITSM, CSM, HRSD, or FSM
• Build workflows using Flow Designer and automation best practices
• Integrate external AI/LLM platforms (e.g., OpenAI, Azure AI) with ServiceNow when required
• Collaborate with business stakeholders to identify AI automation opportunities
• Ensure proper documentation, testing, governance, and deployment of AI solutions
• Stay updated with ServiceNow releases, AI features, and industry best practices

Required Skills & Qualifications:

• 5+ years of overall IT experience with 3+ years of ServiceNow development
• Strong hands-on experience with:
  • ServiceNow Development & Scripting
  • Virtual Agent
  • Predictive Intelligence
  • Now Assist
  • NLU
• Experience with Flow Designer, Business Rules, Client Scripts, Script Includes
• Strong understanding of ITSM (mandatory); exposure to CSM / HRSD / FSM is a plus
• Good knowledge of REST APIs and integrations
• Excellent communication and stakeholder management skills

Good to Have:

• Experience integrating LLMs / GenAI with ServiceNow
• ServiceNow certifications (CSA, CIS, CAD)
• Exposure to AI/ML concepts and automation frameworks