ServiceNow Platform Developer – Virtual Agent & AI

ServiceNow Platform Developer – Virtual Agent & AI
Experience: 5–10 Years
Location: Remote – India
Employment Type: Contract / Full-Time

Job Summary:

We are looking for an experienced ServiceNow Platform Developer – Virtual Agent & AI with strong hands-on expertise in ServiceNow Virtual Agent, Now Assist/Generative AI, AI Search, Predictive Intelligence, and AI Agent development.

The ideal candidate will be responsible for designing, developing, configuring, and integrating AI-powered solutions on the ServiceNow platform to improve user experience, automate workflows, and enable intelligent self-service.

Key Responsibilities:

• Design and develop ServiceNow Virtual Agent conversational experiences and chatbot solutions.

• Implement and configure Now Assist / Generative AI capabilities across ServiceNow use cases.

• Develop and optimize AI Agents / Agentic workflows within the ServiceNow ecosystem.

• Configure and enhance AI Search, search relevance, knowledge retrieval, and conversational search experiences.

• Work with Predictive Intelligence for classification, recommendation, and intelligent automation use cases.

• Build automation using Flow Designer and IntegrationHub.

• Develop integrations between ServiceNow and external applications/APIs using REST/SOAP and IntegrationHub.

• Create reusable conversational topics, actions, flows, spokes, and custom components.

• Apply Prompt Engineering techniques for GenAI and conversational AI use cases.

• Collaborate with functional teams to identify opportunities for AI-driven automation and self-service.

• Troubleshoot and optimize AI, Virtual Agent, integration, and platform-related issues.

• Follow ServiceNow development best practices, security standards, and upgrade-safe customization principles.

• Participate in technical discussions, solution design, testing, deployment, and production support.

Required Skills:

• 5–10 years of overall IT experience, with strong hands-on ServiceNow development experience.

• Strong experience with ServiceNow Virtual Agent.

• Hands-on experience with Now Assist / GenAI capabilities.

• Experience in AI Search and Knowledge Management/search optimization.

• Experience with Predictive Intelligence.

• Strong knowledge of Flow Designer and IntegrationHub.

• Experience developing AI Agents / Agentic workflows on ServiceNow.

• Strong understanding of Conversational AI and chatbot development.

• Knowledge of Prompt Engineering, LLM concepts, and GenAI use cases.

• Strong ServiceNow scripting knowledge including JavaScript, Glide APIs, Business Rules, Script Includes, REST APIs, etc.

• Experience with ServiceNow integrations using REST/SOAP APIs.

• Good understanding of ServiceNow platform architecture and application development.

Good to Have:

• ServiceNow CSA certification.

• ServiceNow CAD certification.

• Experience with Now Assist Skill Kit / AI-related ServiceNow capabilities.

• Experience with MCP, AI agents, LLMs, RAG, or agentic AI concepts.

• Experience integrating ServiceNow with external AI/LLM platforms.

• Experience with ITSM, CSM, HRSD, ITOM, or other ServiceNow modules.

• Experience working in Agile development environments.

Ideal Candidate:

We are looking for someone who is not only a traditional ServiceNow developer but has strong hands-on experience in the AI/GenAI layer of the ServiceNow platform, particularly Virtual Agent, Now Assist, AI Search, Predictive Intelligence, and AI Agent development.

Candidates with strong ServiceNow development experience combined with practical AI/GenAI implementation experience will be preferred.

Key Skills:

ServiceNow | Virtual Agent | Now Assist | GenAI | AI Search | Predictive Intelligence | AI Agents | Agentic AI | Conversational AI | Prompt Engineering | Flow Designer | IntegrationHub | REST/SOAP | JavaScript