Technical Lead

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

Salary Range- $120,000-$150,000 a year

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