Job Description

We are seeking a highly skilled ServiceNow professional with 3 years or more experience to join our team. This role requires expertise in ServiceNow’s Now-Mobile and Agent applications, as well as hands-on experience with cutting-edge technologies like Gen AI, ITSM, Predictive Intelligence, Virtual Agent, and other AI-powered features. As a key member of our IT service management team, you will be responsible for customizing, deploying, and managing various ServiceNow applications to enhance user experience and drive operational efficiency; primarily starting with our very own Mobile Application

Responsibilities

• Now-Mobile & Agent App: Develop and manage ServiceNow's Now-Mobile and Agent applications, ensuring smooth functionality and seamless integration across platforms. Customize and optimize mobile app features for end-users and service agents.
• Gen AI Integration: Implement and manage ServiceNow’s Gen AI capabilities, including Now-Assist and AI Agents, to deliver automated, intelligent responses to users and agents.
• Predictive Intelligence: Utilize ServiceNow's Predictive Intelligence to improve decision-making, automate workflows, and enhance service delivery with AI-powered insights.
• Virtual Agent: Develop and configure Virtual Agents to automate routine tasks, improve customer and employee experiences, and enhance the self-service experience.
• AI in Service Management: Integrate AI into IT Service Management (ITSM) processes to streamline incident management, change management, problem management, and other key areas.
• Knowledge Management: Design and maintain a robust knowledge management system, ensuring content is easily accessible and relevant, supporting self-service and resolving issues proactively.
• Dynamic Translation: Implement and manage dynamic translation services to ensure seamless global communication across diverse regions.
• HR Management: Collaborate with HR teams to implement and optimize HR service delivery processes on the ServiceNow platform, including case management and service request automation.
• Asset Management: Support and enhance asset management processes, ensuring accurate tracking and management of IT assets across the organization.
• Customization and Configuration: Customize and configure ServiceNow applications, working closely with business stakeholders to meet specific operational needs

Requirements

• Proven experience working with ServiceNow, particularly with Now-Mobile, Agent Apps, ITSM, and AIdriven capabilities (Now-Assist, Virtual Agent, Predictive Intelligence).
• Strong understanding of ITSM principles and best practices.
• Experience with the integration of Gen AI, AI Agents, and predictive technologies into enterprise systems.
• Familiarity with Knowledge Management and Asset Management modules within ServiceNow.
• Experience with Dynamic Translation and HR Management modules in ServiceNow.
• Hands-on experience with ServiceNow scripting and customization (e.g., JavaScript, UI Policies, Business Rules, etc.).
• Ability to design and implement AI-powered solutions to enhance service management processes.
• Strong problem-solving, analytical, and troubleshooting skills.
• Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to work effectively in a team and manage multiple priorities in a fast-paced environment.

Preferred Certifications:

• ServiceNow Certified System Administrator (CSA) or relevant certifications.
• ServiceNow Certified Application Developer (CAD) - Optional
• Familiarity with integration tools such as REST/SOAP, Web Services, and MID Servers