Senior AI Engineer (ServiceNow)

• Develop and enhance Generative AI capabilities within ServiceNow to optimize ITSM workflows, Virtual Agent experiences, and enterprise automation.
• Build AI-driven automations for Incident, Problem, Change, Request, and Knowledge processes using ServiceNow capabilities.
• Design and implement RAG (Retrieval-Augmented Generation) solutions for contextual and accurate response generation across ServiceNow applications.
• Integrate LLM features through Flow Designer, Virtual Agent Designer, and custom backend components.
• Automate workflows and integrations via ServiceNow REST APIs, IntegrationHub, and MID Server as needed.
• Collaborate with business and platform stakeholders to identify AI transformation opportunities and deliver measurable outcomes.
• Deploy, monitor, and optimize AI workloads across ServiceNow and OCI, ensuring high performance, compliance, and cost efficiency.
• Partner with data science and architecture teams to ensure robust, production-grade AI delivery and lifecycle management.
• Stay current with advancements in ServiceNow AI, LLM technologies, and agent orchestration frameworks to continuously evolve the platform.

• Education: Bachelor’s or Master’s degree in Computer Science, Data Science, or related field.
• Experience: 4–8 years in AI/ML engineering, with at least 2–3 years in Generative AI or Agentic AI solution development.
• Proven hands-on experience with ServiceNow AI capabilities — including Virtual Agent, GenAI-powered assistance, and intelligent workflows.
• Expert proficiency in Python, with experience using PyTorch or TensorFlow for model development and integration.
• Strong foundation in NLP, LLM prompting, fine-tuning, and transformer-based model architectures.
• Demonstrated ability to integrate AI solutions within ServiceNow using Flow Designer, IntegrationHub, and REST APIs.
• Experience deploying and optimizing AI workloads on OCI and ServiceNow; exposure to AWS, Azure, or GCP is a plus.
• Practical knowledge of RAG pipelines and vector databases for semantic retrieval.
• Working understanding of ITSM processes and AI-driven automation across core modules (Incident, Problem, Change).
• Familiarity with MLOps/LLMOps practices, including model governance, monitoring, and responsible AI frameworks.

Who We are...

SmarTek21, founded in 2006, is an innovative digital transformation leader dedicated to empowering organizations through design-led, data-centric solutions. We believe that exceptional user experiences and intelligent data-driven insights are pivotal in shaping the future of business. At the heart of our approach is Design-Led Engineering, where we combine strategic design principles with cutting-edge technology to create tailored solutions that deliver significant business outcomes. Our commitment to accelerating digital transformation includes specialized expertise in Agile DevOps, Data Engineering and analytics, Testing Automation and support, and comprehensive Managed Application and Infrastructure Services. We’ve evolved from our consulting and development roots into a full-spectrum service provider, integrating advanced technologies like Generative AI (GenAI) to facilitate our clients' seamless, transformative digital journeys. A passion unites our dynamic team of technology visionaries and business strategists for innovation and excellence. At SmarTek21, you'll join a collaborative environment dedicated to shaping the digital landscape and driving impactful results for organizations worldwide.

SmarTek21 is committed to fostering a diverse and inclusive environment. We encourage applications from individuals of all backgrounds and experiences.