ServiceNow Now Assist AI Agent / LLM Topic Developer

We are seeking a ServiceNow Now Assist AI Agent / LLM Topic Developer with strong hands-on experience in building AI-powered conversational solutions using ServiceNow AI Agent Studio and Now Assist. The ideal candidate will design, configure, and optimize AI agents, LLM topics, prompts, and conversational workflows to enhance ITSM, HR, and CSM experiences.

Key Responsibilities

• Design and develop AI agents using ServiceNow AI Agent Studio (Yokohama/Zurich).
• Configure LLM Topics, prompts, instructions, and guardrails for AI-powered conversations.
• Build AI agents, virtual agents, and copilots using the Now Assist Skills Kit.
• Design multi-step conversational workflows and user journeys.
• Automate ITSM, HR, and Customer Service Management (CSM) use cases using Now Assist.
• Define intents, dialog flows, and fallback handling to deliver seamless user experiences.
• Optimize AI responses for accuracy, tone, business context, and user satisfaction.
• Improve chatbot performance through metrics such as containment rate and resolution rate.

Required Skills

• Strong experience with ServiceNow AI Agent Studio (Yokohama/Zurich).
• Hands-on experience with Now Assist Skills Kit.
• Expertise in LLM Topic configuration, prompt engineering, and conversational AI design.
• Experience building AI agents, virtual agents, and copilots on the ServiceNow platform.
• Knowledge of dialog design, intents, user journeys, and conversational best practices.
• Strong understanding of ITSM, HRSD, and CSM workflows.
• Excellent analytical, communication, and problem-solving skills.

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