ServiceNow Now Assist and GenAI Specialist

Entire Tech Services needs a ServiceNow Now Assist and GenAI Specialist to design and roll out generative AI features across ITSM, CSM and HRSD for enterprise clients. You need 6+ years in IT, including 2 to 3 years on ServiceNow development, Virtual Agent and Now Assist work.

What you would work on

• Setting up Now Assist features such as case summarisation, chat summarisation, resolution notes and Search Assist

• Connecting large language models to existing ITSM, CSM and HRSD workflows

• Writing and testing custom prompts, Virtual Agent topics and generative AI skills

• Tuning AI responses and managing safety guardrails so answers stay accurate

• Building Virtual Agent conversations with intent recognition and automatic resolution

• Working with architects and product owners to find the most valuable GenAI use cases, and mentoring the team

What they are looking for

• In-depth knowledge of Now Assist setup and administration

• Hands-on Virtual Agent Designer and NLU experience

• A solid understanding of generative AI, prompt engineering and AI guardrails

• Core ServiceNow development: JavaScript, Business Rules, Client Scripts, Script Includes, REST and SOAP APIs

• Familiarity with recent ServiceNow AI releases (Washington, Xanadu, Yokohama)

• Nice to have: CSA, CAD, and Implementation Specialist certifications for Virtual Agent, ITSM or CSM