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

• 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

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, Application Programming Interface (API), Artificial Intelligence (AI), Artificial Intelligence (AI) Agents, IT Service Management (ITSM), Incident Management, Leadership, OAuth, REST (Representational State Transfer), Scripting (Scripting Languages), ServiceNow, Technical Leadership, Use Cases, Web Services