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
Required Skills & Experience
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 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
Required Skills & Experience
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