ServiceNow (AI / Generative AI) Developer

Insighture is a leading technology consultancy that drives digital transformation for businesses worldwide. With a team of over 85 expert consultants, the company delivers tailored, high-impact strategies and solutions, enabling scalable product engineering. As an AWS partner, Insighture excels in co-integrated cloud services. It has collaborated with more than 50 clients globally, guiding them through cloud adoption, DevOps transformation, enterprise modernisation, and more.

The team’s expertise spans Cloud-Native Development, Solutions Architecture, UI/UX, Quality Engineering, Data Engineering, AI/ML, and DevSecOps. These capabilities empower businesses to achieve impactful and innovative outcomes.

In 2024, Insighture achieved ISO certification and was recognised as a Great Place to Work, earning three prestigious awards: Best Workplace in Sri Lanka, Best Workplace for Technology, and Best Workplace for Young People. Insighture's technology and expertise are embedded in the work of internationally recognised care providers, global freight operations, child protection systems, and health tech platforms across Australia, the UK, and Singapore.

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.

Required Experience

• 8+ years of hands‑on ServiceNow development experience.
• Proven experience implementing ServiceNow Now Assist (Generative AI) solutions.
• Strong understanding of ServiceNow AI capabilities, including: Now Assist, Predictive Intelligence, Task Intelligence, 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.

Preferred Skills

• Experience with Agentic AI concepts and AI orchestration on ServiceNow.
• Exposure to external LLM integrations (e.g., Azure OpenAI, OpenAI APIs).
• Experience with ServiceNow domain separation and large‑scale enterprise deployments.
• Knowledge of DEX / EUC / Service Desk analytics use cases.
• ServiceNow certifications such as CSA, CIS‑ITSM, or AI‑related credentials.

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 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 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.