adesso India specialises in optimization of core business processes for organizations. Our focus is on providing state-of-the-art solutions that streamline operations and elevate productivity to new heights.
Comprised of a team of industry experts and experienced technology professionals, we ensure that our software development and implementations are reliable, robust, and seamlessly integrated with the latest technologies. By leveraging our extensive knowledge and skills, we empower businesses to achieve their objectives efficiently and effectively.
We are seeking a highly skilled ServiceNow professional with 3 years or more experience to join our team. This role requires expertise in ServiceNow’s Now-Mobile and Agent applications, as well as hands-on experience with cutting-edge technologies like Gen AI, ITSM, Predictive Intelligence, Virtual Agent, and other AI-powered features. As a key member of our IT service management team, you will be responsible for customizing, deploying, and managing various ServiceNow applications to enhance user experience and drive operational efficiency; primarily starting with our very own Mobile Application.
Key Responsibilities:
Now-Mobile & Agent App: Develop and manage ServiceNow's Now-Mobile and Agent applications, ensuring smooth functionality and seamless integration across platforms. Customize and optimize mobile app features for end-users and service agents.
Gen AI Integration: Implement and manage ServiceNow’s Gen AI capabilities, including Now-Assist and AI Agents, to deliver automated, intelligent responses to users and agents.
Predictive Intelligence: Utilize ServiceNow's Predictive Intelligence to improve decision-making, automate workflows, and enhance service delivery with AI-powered insights.
Virtual Agent: Develop and configure Virtual Agents to automate routine tasks, improve customer and employee experiences, and enhance the self-service experience.
AI in Service Management: Integrate AI into IT Service Management (ITSM) processes to streamline incident management, change management, problem management, and other key areas.
Knowledge Management: Design and maintain a robust knowledge management system, ensuring content is easily accessible and relevant, supporting self-service and resolving issues proactively.
Dynamic Translation: Implement and manage dynamic translation services to ensure seamless global communication across diverse regions.
HR Management: Collaborate with HR teams to implement and optimize HR service delivery processes on the ServiceNow platform, including case management and service request automation.
Asset Management: Support and enhance asset management processes, ensuring accurate tracking and management of IT assets across the organization.
Customization and Configuration: Customize and configure ServiceNow applications, working closely with business stakeholders to meet specific operational needs.
Qualifications:
Proven experience working with ServiceNow, particularly with Now-Mobile, Agent Apps, ITSM, and AIdriven capabilities (Now-Assist, Virtual Agent, Predictive Intelligence).
Strong understanding of ITSM principles and best practices.
Experience with the integration of Gen AI, AI Agents, and predictive technologies into enterprise systems.
Familiarity with Knowledge Management and Asset Management modules within ServiceNow.
Experience with Dynamic Translation and HR Management modules in ServiceNow.
Hands-on experience with ServiceNow scripting and customization (e.g., JavaScript, UI Policies, Business Rules, etc.).
Ability to design and implement AI-powered solutions to enhance service management processes.
Strong problem-solving, analytical, and troubleshooting skills.
Excellent communication skills, both written and verbal, with the ability to explain technical concepts to non-technical stakeholders.
Ability to work effectively in a team and manage multiple priorities in a fast-paced environment.
Preferred Certifications:
ServiceNow Certified System Administrator (CSA) or relevant certifications.
ServiceNow Certified Application Developer (CAD) - Optional
Familiarity with integration tools such as REST/SOAP, Web Services, and MID Servers.
ServiceNow, Now-Mobile, Agent App, ITSM, Gen AI, Now-Assist, AI Agents, Predictive Intelligence, Virtual Agent, Knowledge Management, Dynamic Translation, HR Management, Asset Management, JavaScript, UI Policies, Business Rules, REST, SOAP, Web Services, MID Server, IT Service Management, ServiceNow Customization, ServiceNow Configuration, AI-Powered Solutions, Communication Skills, Problem Solving, Troubleshooting Skills, Team Collaboration, Multi-Priority Management.