4 months ago
Gurgaon, IndiaSenior
Responsibilities
- Translate client business outcomes and requirements into secure, governed, explainable AI solutions.
- Identify and qualify AI use cases by assessing data readiness, risk, expected impact, and human-in-the-loop needs.
- Build and extend Now Assist skills, AI Agents, agentic workflows, prompts, tool definitions, and orchestration logic.
- Develop integrations, Flow Designer and Integration Hub actions, custom agent tools, knowledge and catalog foundations, and AI Search taxonomies.
- Configure and tune Predictive Intelligence, Document and Task Intelligence, Virtual Agent, NLU/Conversational Interfaces, and AI Search relevancy.
- Extend ServiceNow AI capabilities through Generative AI Controller, AI Agent Fabric/MCP, and third-party LLM or agent integrations.
- Define evaluation metrics, golden datasets, regression suites, A/B and pre/post measurements, and drift monitoring.
- Implement responsible-AI controls covering data handling, PII, access, auditing, human approvals, and AI governance.
- Lead peer reviews, automated testing, promotions, cutovers, rollbacks, UAT defect resolution, and hyper-care tuning.
- Mentor junior developers, coordinate daily delivery work, facilitate training, and lead AI delivery across an additional ServiceNow product suite.
Requirements
- 6+ years of experience in the ServiceNow domain, including meaningful recent experience building AI-enabled solutions in production.
- Deep hands-on experience with Now Assist, AI Agent Studio, AI Agent Orchestrator, Now Assist Skill Kit, AI Search, Predictive Intelligence, Document/Task Intelligence, Virtual Agent, NLU, AI Control Tower, and Generative AI Controller.
- Fluency in Workflow Data Fabric, CMDB/CSDM health, knowledge governance, taxonomy design, and AI data foundations.
- Strong ServiceNow platform expertise with Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder, Workspaces, and imports.
- Advanced JavaScript and Glide API skills, REST integration design and consumption, authentication schemes, data pipelines, testing, and version-control practices.
- Knowledge of prompt engineering, retrieval and grounding, tool/function calling, agent decomposition and orchestration, and LLM limitations.
- Ability to define success metrics, test systematically, report results honestly, and apply responsible-AI principles involving privacy, access control, auditability, bias, and hallucination risk.
- Proven leadership in at least one ServiceNow product suite beyond core ITSM and Service Portal.
- Strong communication, mentoring, stakeholder-management, and continuous-learning abilities.
- ServiceNow certifications such as CSA, CAD, CIS, and AI-related micro-certifications are welcome but not required.
- Familiarity with LLM providers and APIs, vector search, RAG architectures, MCP, cloud platforms, DevOps toolchains, or analytics outside ServiceNow is preferred.
Benefits
- Comprehensive health insurance for employees, with options to extend coverage to dependents.
- Paid time off, company holidays, and additional leave benefits according to policy.
- Flexible work arrangements.
- Learning and development opportunities, including support for certifications and credentials.
- Employee wellness initiatives focused on physical and mental well-being.
- Retirement and statutory benefits in line with India regulations.
- Inclusive, collaborative, people-first culture with opportunities for cross-department training and ownership.
Tech Stack
Categories
Solutions Engineering
About AHEAD
AHEAD is an IT services and consulting firm that designs, builds, and operates digital platforms for large enterprises across cloud infrastructure, automation, data and analytics, security, and DevOps. It generates revenue through consulting, systems integration, and managed services, including cloud management and operations. Founded in 2007 and headquartered in Chicago, it is privately held and owned by Centerbridge Partners.