ServiceNow NowAssist Senior Developer

We are seeking a Senior Developer specialising in ServiceNow NowAssist and Generative AI capabilities to join our enterprise platform engineering team. In this role you will lead the design, implementation, and ongoing evolution of AI-powered experiences across the ServiceNow platform — including NowAssist for ITSM, HR, CSM, and Creator — while working closely with solution architects, platform owners, and business stakeholders to deliver measurable productivity outcomes.

This is a hands-on technical role with a strategic dimension. You will be expected to bring deep NowAssist configuration expertise, a strong understanding of the Now Platform AI architecture, and the ability to translate complex AI use cases into reliable, governed, enterprise-grade implementations.

• Lead end-to-end implementation of NowAssist features including Now Assist for ITSM (incident summarisation, resolution notes, agent assist), HR Service Delivery, CSM, and Creator.

• Configure and tune AI Search, Predictive Intelligence, and Skill-based routing in alignment with platform governance standards.

• Design and implement NowAssist Skills using the Skill Kit, integrating GenAI prompts with platform data sources, REST APIs, and Flow Designer workflows.

• Build and maintain custom AI Agents using the Agent Fabric framework (Xanadu / Yokohama releases) for autonomous task execution across enterprise processes.

• Develop and manage Prompt Templates, AI guardrails, and response validation patterns to ensure output quality and safety.

• Collaborate with solution architects to design AI-augmented workflows that align with CSDM, CMDB, and enterprise data governance standards.

• Integrate NowAssist with external LLM providers (Azure OpenAI, Anthropic, Google Vertex AI) via the AI Provider framework.

• Build integration patterns with enterprise data sources including CMDB, HRSD, ITSM, and third-party systems using IntegrationHub spokes and REST/MID Server patterns.

• Ensure compliance with data residency, privacy, and security requirements when configuring AI capabilities (model routing, PII filtering, prompt masking).

• Define and enforce NowAssist configuration standards, naming conventions, and lifecycle governance in alignment with the ServiceNow Centre of Excellence.

• Conduct performance analysis of AI features using NowAssist analytics dashboards and Now Intelligence reporting to drive continuous improvement.

• Lead knowledge transfer sessions and produce architecture decision records (ADRs), configuration guides, and runbooks.

• Mentor junior developers and platform administrators on GenAI concepts, NowAssist patterns, and responsible AI practices.

• Stay current with ServiceNow product roadmap, release notes, and community best practices; assess impact of new AI features on existing implementations.

• 5+ years of ServiceNow development experience with at least 2 years focused on AI / NowAssist capabilities.

• Certified Implementation Specialist (CIS) in at least one domain (ITSM, HRSD, or CSM) — mandatory.

• Hands-on experience configuring NowAssist features in Xanadu, Yokohama, or later releases.

• Strong proficiency in Flow Designer, Business Rules, Script Includes, REST API integrations, and UI Builder.

• Demonstrated experience with Prompt Engineering — writing, testing, and refining prompts for enterprise use cases.

• Understanding of the ServiceNow AI Provider framework and the ability to connect external LLMs to the Now Platform.

• Solid understanding of CSDM, CMDB, and ServiceNow data models as they relate to AI-driven process automation.

• Experience with Agile / SAFe delivery methodologies; ability to work in sprint-based product teams.

• ServiceNow Certified Application Developer (CAD) or Certified Technical Architect (CTA).

• Hands-on experience with ServiceNow Agent Fabric and autonomous agent design patterns.

• Familiarity with LLM concepts including RAG (Retrieval Augmented Generation), embedding models, and vector search — applied in an enterprise context.

• Experience integrating NowAssist with Azure OpenAI Service or similar enterprise-hosted LLM infrastructure.

• Exposure to Now Assist for Security Operations (SecOps) or TPRM / IRM AI use cases.

• Prior experience in a regulated industry (financial services, telecommunications, government) with AI governance obligations.

• Familiarity with observability platforms (Splunk, New Relic) for correlating AI feature telemetry with platform health.

• NowAssist / Now Intelligence

• Flow Designer & Workflow Studio

• UI Builder / Next Experience

• IntegrationHub / MID Server

• ITSM / HRSD / CSM / IRM

• CSDM / CMDB alignment

• Prompt Engineering

• LLM integration (Azure OpenAI)

• RAG / vector search concepts

• REST API / OAuth / JWT

• JavaScript / GlideScript

• AI governance frameworks

• Stakeholder communication

• Technical documentation

• Agile / SAFe delivery

• Mentoring & coaching

• Change & release management

• Workshop facilitation

The following certifications are preferred as part of the role evaluation criteria:

1. CIS – ITSM, HRSD, or CSM (any one)

2. ServiceNow Certified Application Developer (CAD)

3. ServiceNow AI / Now Assist Micro-Certification

4. Certified Technical Architect (CTA)

5. Microsoft AZ-900 – Azure Fundamentals

6. Microsoft AI-900 – Azure AI Fundamentals

• Exposure to large-scale enterprise ServiceNow programmes with complex integration landscapes.

• Opportunity to work at the forefront of Agentic AI and Generative AI within a governed enterprise platform context.

• Flexible / hybrid working arrangements with a focus on outcomes over presence.

• Investment in ongoing ServiceNow certification and professional development.

• Collaborative, high-trust team culture with senior architect mentorship.

• Competitive remuneration with annual review and performance incentives.