Apptad - ServiceNow Now Assist Technical Consultant

Role ServiceNow Now Assist Technical Consultant

Location :- Remote, USA

• Mandatory requirement to have active AI -MicroCertification

Experience Required:

4 10 Years (Minimum 3+ years in ServiceNow ServiceNow AI, GenAI, Now Assist, Virtual Agent, AI Search, and Employee Experience solutions.

Key Responsibilities:

• Design, configure, and implement ServiceNow Now Assist solutions across ITSM, HRSD, CSM, ITOM, and Employee Workflows.
• Lead customer workshops to identify AI and automation opportunities within ServiceNow.
• Configure and deploy:
  • Now Assist for ITSM
  • Now Assist for HRSD
  • Now Assist for CSM
  • Generative AI Controller
  • AI Search
  • Virtual Agent
  • Agent Assist
  • Predictive Intelligence
  • Knowledge Recommendations
• Build and optimize AI-driven workflows to improve employee and agent productivity.
• Configure prompt engineering, AI capabilities, summarization, content generation, and recommendation use cases.
• Collaborate with architects and business stakeholders to define GenAI adoption strategies.
• Integrate ServiceNow with enterprise AI platforms and LLM services where required.
• Configure and maintain AI Search indexes, search sources, and relevance tuning.
• Support governance, security, compliance, and responsible AI implementation within the ServiceNow platform.
• Develop reusable AI use cases aligned with ServiceNow and HCL best practices.
• Perform testing, validation, monitoring, and optimization of AI-enabled solutions.
• Support production deployments and hypercare activities.

Required Skills & Qualifications:

• Strong hands-on experience on the ServiceNow platform.
• Experience implementing Now Assist capabilities across one or more ServiceNow products.
• Strong understanding of:
  • Generative AI concepts
  • Large Language Models (LLMs)
  • Prompt Engineering
  • AI Governance and Responsible AI

• Experience configuring:
  • Now Assist
  • AI Search
  • Virtual Agent
  • Predictive Intelligence
  • Agent Assist

• Expertise in:
  • JavaScript
  • Glide APIs
  • Flow Designer
  • Integration Hub
  • REST/SOAP APIs

• Experience creating AI-driven workflows and automation use cases.
• Strong knowledge of ServiceNow platform architecture and security.
• Experience with Service Portal and UI Builder.
• Strong analytical, troubleshooting, and communication skills.
• Ability to work directly with clients and business stakeholders to identify AI-enabled transformation opportunities.

Preferred Experience:

• End-to-end implementation of Now Assist solutions.
• AI Search implementation and relevance optimization.
• Virtual Agent implementation and conversational AI design.
• Knowledge Management transformation using GenAI.
• Experience implementing AI use cases in:
  • ITSM
  • HRSD
  • CSM
  • SPM
  • ITOM
• Experience integrating ServiceNow with Azure OpenAI or enterprise AI platforms.
• Exposure to Retrieval-Augmented Generation (RAG), Knowledge Management, and Content Generation use cases.
• Experience working in Agile/Scrum methodologies.