Service now Engineer-Senior

As a Senior Engineer, you will lead the technical evolution of our Tax platforms by integrating Generative AI and Autonomous Agents into the ServiceNow ecosystem. You will be responsible for moving beyond traditional workflows into "Agentic" automation, ensuring our tax professionals can interact with data through conversational AI and intelligent assistants.

Generative AI & Now Assist: Implement and configure Now Assist across ITSM and HRSD. Develop custom GenAI skills using the Now Assist Skill Kit to provide record summarization, resolution notes, and automated content generation.

Agentic AI Development: Design and deploy AI Agents using the AI Agent Studio. Configure autonomous agents that can take actions, such as validating tax data, routing complex inquiries, and performing "lookups" across disparate systems.

Conversational AI (Virtual Agent): Design advanced conversational flows in Virtual Agent Designer. Integrate NLU (Natural Language Understanding) and LLMs to transition from basic keyword bots to intelligent, context-aware digital assistants.

Custom AI Workflows: Build "Agentic" workflows in Workflow Studio that leverage the Generative AI Controller to connect ServiceNow with external LLMs (OpenAI, Azure Cognitive Services) for specialized tax logic.

Full-Stack Development: Continue to build custom applications using HTML, CSS, and AngularJS, specifically focusing on custom Service Portal Widgets that surface AI insights and Now Assist panels.

Integration: Use IntegrationHub and scripted REST APIs to feed high-quality data into AI models, ensuring the "Knowledge Graph" is optimized for AI discovery.

AI Expertise: * Hands-on experience with Now Assist (Creator, ITSM, or CSM).

Familiarity with Generative AI Controller and Vector Bases/AI Search.

Proven ability to build and tune Virtual Agent topics and NLU models.

Core Technical Skills: Proficient in Server-side/Client-side JavaScript, Script Includes, and Business Rules. Strong understanding of CMDB as the foundation for AI accuracy.

Certifications (Highly Preferred):

ServiceNow Certified Application Developer (CAD).

Micro-Certification: Generative AI Fundamentals or Now Assist implementation.

ServiceNow Certified Implementation Specialist – IT Service Management or Customer Service Management.