ServiceNow AI Engineer

Job description

What you’ll do

• Design, implement, and iterate GenAI use cases on ServiceNow, including Virtual Agent topics, Agent Assist, auto‑summarization, resolution note drafting, KB authoring, and intelligent triage/routing.

• Build resilient integrations using Scripted REST APIs, REST Message/SOAP Message, IntegrationHub spokes, Flow Designer, and MID Server for on‑prem systems.

• Translate ITIL processes (Incident, Problem, Change, Request, Knowledge, CMDB, SLA/OLA) into robust AI‑enabled workflows with proper approvals, audit trails, and handoffs.

• Configure and use the Generative AI Controller with approved providers (e.g., Azure OpenAI, OpenAI, Vertex AI) and apply prompt templates, guardrails, and content filtering.

• Implement retrieval and knowledge experiences using AI Search and Knowledge Management; integrate external RAG or vector search when needed via IntegrationHub or sidecar services.

• Develop secure, maintainable ServiceNow code: Business Rules, Script Includes, ACLs, Data/UI Policies, Client Scripts, UI Actions, Workspaces/Experience/UI Builder.

• Define SLOs/SLAs for AI features; implement telemetry via Performance Analytics, logging, and evaluations; enable A/B testing and human‑in‑the‑loop review where appropriate.

• Apply secure-by-design and Responsible AI practices: PII redaction, least‑privilege ACLs, encryption controls, and compliance with organizational and platform guidelines.

Prerequisites and skills

Requirements

• 4+ years of software engineering experience, including 2+ years building production integrations or services with JavaScript/TypeScript (Node.js).

• Hands-on experience building and consuming REST APIs and SOAP services (OpenAPI/Swagger, WSDL/XSD, XML/JSON, API gateways, request signing, WS-Security).

• Demonstrated experience delivering LLM-powered solutions (agents, RAG, tool/function calling, prompt engineering) in production or enterprise pilots.

• Working knowledge of ITIL v3/v4 processes.

• Experience integrating with ITSM platforms (e.g., ServiceNow, BMC Helix/Remedy, Jira Service Management) and enterprise identity/access controls.

• Proficiency with cloud services (AWS, Azure, or GCP) and at least one managed LLM platform (Azure OpenAI, AWS Bedrock, Google Vertex AI, OpenAI API, Anthropic).

• Familiarity with vector databases/search (e.g., Pinecone, FAISS, Weaviate, Elastic/ES, Azure AI Search) and embedding pipelines.

• Solid understanding of testing and quality for AI systems (unit/integration tests, offline/online evaluation, A/B tests, human-in-the-loop review).

• Experience with Git-based workflows and CI/CD (e.g., GitHub Actions, GitLab, Jenkins, Azure DevOps), containers (Docker), and basic Kubernetes or serverless deployment.

• Strong communication, documentation, and stakeholder management skills.

Nice to have

• ServiceNow development with strong JavaScript on the Now Platform (Glide), including Scripted REST APIs, Business Rules, Script Includes, and IntegrationHub/Flow Designer.

• Experience with agent frameworks/orchestration such as LangChain/LangGraph, Semantic Kernel, CrewAI, or AutoGen.

• Knowledge of guardrails and safety tooling (e.g., NeMo Guardrails, OpenAI policy frameworks, content moderation, data loss prevention).

• Experience optimizing latency and cost (token/call budgeting, caching, batching, streaming, model selection).

• Observability and reliability tooling: OpenTelemetry, Prometheus, Grafana, Elastic, Splunk.

Further information

Seniority: Senior

Location: Remote

US Hours overlap needed (2-6 pm CET)?: 10am -6pm CET. possibility of a wider overlap (flexibility) appreciated

Language: EN

Start: ASAP

Good to know before considering this project:

We expect top notch delivery work. Also we are looking for the right mindset:

Acting as a professional (quality, behavior, work attitude)

Detail oriented approach (dev testing, adhering to ways of working, …)

Ownership and responsibility (being responsible for your area of development and being proud of what has been done)

Being able to present yourself / the work you or your team delivered

Proactivity (actively communicating when you need something or you’re blocked, following up, helping others, etc)

The team needs a “can do” approach type of people and “team players”

Taking in the negative feedback constructively and being able to constructively give feedback (stating problem, suggesting improvements, stressing benefits)

About the company

Technology and consulting software company.