Gen AI/Now Assist Developer

Role Overview
We are seeking an experienced ServiceNow Now Assist (AI / Generative AI) Developer to design, implement, and operationalize AI driven capabilities on the ServiceNow 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 ServiceNow 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 ServiceNow Now Assist capabilities, including out of the box features and custom AI skills
• Develop and enhance Generative AI use cases for incident resolution, request fulfilment, 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 ServiceNow workflows, Virtual Agent, and ServiceNow AI tools
• Support correlation of AI insights with operational data (e.g., incident trends, experience signals) to drive proactive remediation
• Troubleshoot and optimise AI solutions, including performance, accuracy, and access related issues
• Collaborate with stakeholders to identify high value AI use cases and translate business requirements into scalable technical solutions
• Provide documentation, knowledge transfer, and support for BAU adoption of AI capabilities

Required Skills & Experience
• 8+ years of hands on ServiceNow development experience
• Proven experience implementing ServiceNow Now Assist (Generative AI) solutions (mandatory)
• Strong understanding of ServiceNow AI capabilities, including:
o Now Assist
o Predictive Intelligence
o Task Intelligence
o Virtual Agent and AI workflows
• Solid experience with ServiceNow 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 ServiceNow
• Ability to independently design, deliver, and support AI solutions in enterprise environments