Technical Lead

Technical/Functional Skills

• Strong hands‑on and leadership experience in ServiceNow AI Agent Studio (Yokohoma/Zurich)
• Practical experience with NowAssist Skills Kit
• Strong knowledge and hands‑on experience configuring LLM topics
• Strong hands‑on and leadership experience with Integration Hub spokes
• Practical experience with Flow Designer and scripted REST APIs
• Strong knowledge and hands‑on experience with OAuth 2.0
• Strong knowledge and hands‑on experience with Workday Web Services or REST integration

Roles & Responsibilities

• Build and configure AI agents (virtual agents, copilots) on ServiceNow
• Design multi‑step agent workflows for real‑world scenarios
• Use Now Assist capabilities to automate ITSM workflows (incidents, requests) and HR/CSM use cases
• Create LLM‑powered “topics” (use cases) for agents
• Design prompts, instructions, and guardrails; tune responses for accuracy, tone, and business context
• Define dialog flows—including intents, user journeys, and fallback handling—to ensure natural conversation with minimal friction and improve metrics such as containment and resolution rates
• Build integrations between ServiceNow and other systems (Salesforce, SAP, Workday, Azure, AWS, REST APIs) using Integration Hub spokes, Flow Designer, and REST/SOAP APIs
• Design low‑code workflows to automate incident management, HR workflows, and approval processes
• Develop flows, subflows, and actions to support the above integrations and automations

Pay

Salary Range: $120,000 – $150,000 per year.