Technical Lead

Overview:

Technical lead - Now Assist AI Agent / LLM Topic Developer / Servicenow Integration Hub Developer

Must Have Technical/Functional Skills

• Strong hands-on and leadership experience in Servicenow AI Agent Studio(Yokohoma/Zurich).

• Practical experience on NowAssist Skills Kit.

• Strong knowledge and hands-on experience on LLM Topic configuration.

• Strong hands-on and leadership experience in Integration Hub spokes

• Practical experience on Flow Designer and scripted REST APIs

• Strong knowledge and hands-on experience on OAuth 2.0

• Strong knowledge and hands-on experience on Workday Web Services or REST integration experience

Roles & Responsibilities

• Build and configure AI agents (virtual agents, copilots) on ServiceNow

• Design multi-step agent workflows for real scenarios

• Use Now Assist capabilities to automate:

• ITSM workflows (incidents, requests)

• HR / CSM use cases

• Create LLM-powered "topics" (use cases) for agents

• Design:

o Prompts

o Instructions

o Guardrails

• Tune responses for:

o Accuracy

o Tone

o Business context

• Define dialog flows:

• Intents

• User journeys

• Fallback handling

Ensure:

• Natural conversation

• Minimal friction

Improve metrics like:

• Containment rate

• Resolution rate

• Build integrations between ServiceNow and other systems

o Salesforce, SAP, Workday

o Azure, AWS, REST APIs

• Use:

o Integration Hub (spokes)

o Flow Designer

o REST/SOAP APIs

• Design low-code workflows

• Automate:

o Incident management

o HR workflows

o Approval processes

• Build:

o Flows

o Subflows

o Actions

Skills:

Service Now