Technical Lead

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
• Define dialog flows: Intents, User journeys, Fallback handling
• Tune responses for: Accuracy, Tone, Business context
• Ensure Natural conversation, Minimal friction
• Improve Metrics like Containment rate, Resolution rate
• Build integrations between ServiceNow and other systems (Salesforce, SAP, Workday, Azure, AWS, REST APIs)
• Use Integration Hub (spokes), Flow Designer, REST/SOAP APIs
• Design low-code workflows
• Automate: Incident management, HR workflows, Approval processes
• Build: Flows, Subflows, Actions

Pay

$120,000 - $150,000 a year