Job Description

Role Overview

We are seeking an experienced Service Now Now Assist (AI / Generative AI) Developer to design, implement, and operationalize AI‑driven capabilities on the Service Now platform. The role will focus on leveraging Now Assist, Predictive Intelligence, and Agentic AI capabilities to drive automation, improve user experience, and enable intelligent workflows across ITSM and related Service Now modules.

The candidate will work closely with platform architects, EUC / ITSM teams, and business stakeholders to deliver production‑ready AI solutions aligned to enterprise governance and security standards.

Key Responsibilities

· Design, configure, and implement Service Now Now Assist capabilities, including out‑of‑the‑box features and custom AI skills

• Develop and enhance Generative AI use cases for incident resolution, request fulfillment, knowledge summarisation, and user assistance

• Configure and manage Now Assist roles, permissions, skills, panels, logs, and usage analytics

• Implement AI‑driven automation using Predictive Intelligence, Task Intelligence, and Agentic AI concepts

• Design and deploy AI‑enabled workflows across ITSM (Incident, Request, Change, Knowledge) and related modules

• Integrate Now Assist solutions with Service Now workflows, Virtual Agent, and Service Now AI tools

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Required Skills & Experience

· 8+ years of hands‑on Service Now development experience

• Proven experience implementing Service Now Now Assist (Generative AI) solutions (mandatory)

• Strong understanding of Service Now AI capabilities, including:

o Now Assist

• Predictive Intelligence

• Task Intelligence

• Virtual Agent and AI workflows

• Solid experience with Service Now scripting (JavaScript, Business Rules, Client Scripts, UI Policies, Flow Designer)

• Experience working across ITSM modules (Incident, Request, Change, Knowledge)

• Understanding of AI governance, security, and role‑based access controls within Service Now

Ability to independently design, deliver, and support AI solutions in enterprise environments

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1. Skill upgradation and competency building

   • Clear wipro exams and internal certifications from time to time to upgrade the skills

   • Attend trainings, seminars to sharpen the knowledge in functional/ technical domain

   • Write papers, articles, case studies and publish them on the intranet

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Deliver

		**No.Performance Parameter Measure**
		1.
		Contribution to customer projects
		Quality, SLA, ETA, no. of tickets resolved, problem solved,

of change requests implemented, zero customer escalation, CSAT

		2.
		Automation
		Process optimization, reduction in process/ steps, reduction in no. of tickets raised
		3.
		Skill upgradation

of trainings & certifications completed,

of papers, articles written in a quarter

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