AI Engineer (ServiceNow focused) [J214]

We’re seeking a ServiceNow focused GenAI Engineer to design and deliver AI powered agents and automations across the Now Platform. You will combine ServiceNow expertise with modern AI/LLM technologies to transform service experiences, boost operational efficiency, and ensure compliance and reliability.

What You’ll Do

• Design & Deliver GenAI Use Cases: Build Virtual Agent topics, Agent Assist, auto-summarization, resolution note drafting, KB authoring, and intelligent routing/triage.
• Integrations & Workflows: Develop integrations using Scripted REST APIs, REST/SOAP, IntegrationHub, Flow Designer, and MID Server for hybrid/on-prem connectivity.
• ITIL + AI Enablement: Map Incident, Problem, Change, Request, Knowledge, CMDB, and SLA/OLA processes into secure, AI-enabled workflows.
• Generative AI Controller: Configure with providers (Azure OpenAI, OpenAI, Vertex AI); apply prompt templates, guardrails, and content filtering.
• AI Search & RAG: Implement knowledge retrieval via AI Search, Knowledge Management, or external vector databases.
• Platform Development: Write secure, maintainable ServiceNow code (Business Rules, Script Includes, ACLs, UI Actions, Experience/UI Builder).
• Quality & Telemetry: Define SLOs/SLAs, enable observability with Performance Analytics/logging, implement A/B testing and human-in-the-loop reviews.
• Security & Responsible AI: Apply PII redaction, least-privilege ACLs, encryption, auditability, and Responsible AI practices.

Requirements

• 4+ years software engineering, with 2+ years building production integrations/services in JavaScript/TypeScript (Node.js).
• Strong experience with REST/SOAP APIs, OpenAPI/Swagger, WSDL/XSD, authentication, and secure integration.
• Proven delivery of LLM-powered solutions (agents, RAG, tool/function calling, prompt engineering).
• Working knowledge of ITIL v3/v4 processes and ITSM platforms (ServiceNow, BMC Helix, Jira Service Management).
• Proficiency with cloud AI services (Azure OpenAI preferred; AWS Bedrock, GCP Vertex AI, Anthropic).
• Familiarity with vector databases/search (Pinecone, FAISS, Weaviate, Elastic/ES, Azure AI Search).
• Understanding of AI testing and quality (unit/integration tests, evaluation, A/B tests).
• Experience with Git workflows, CI/CD, containers (Docker), and cloud-native deployments.
• Strong communication, documentation, and stakeholder management skills.

Nice to Have

• Hands-on ServiceNow development with Glide JavaScript, Business Rules, Scripted APIs, IntegrationHub/Flow Designer.
• Familiarity with agentic frameworks (LangChain, LangGraph, Semantic Kernel, CrewAI, AutoGen).
• Knowledge of AI guardrails and safety tooling (NeMo Guardrails, content moderation, DLP).
• Cost/latency optimization for AI workloads (token budgets, caching, batching, streaming).
• Observability & monitoring experience (OpenTelemetry, Prometheus, Grafana, Splunk, Elastic).

What do we offer you?

• Attractive salary
• Large freedom and real influence
• No unhealthy competition, team approach to meeting challenges
• Remote-first, flexible working culture
• Company apartments in cool cities across Europe: work and enjoy a memorable getaway

About Us

We are a software house with 18 years of experience and a global portfolio of projects. We help businesses modernize, scale, and innovate through custom software solutions — always with a focus on flexibility and quality. Our team embraces unconventional ideas and new technologies, delivering solutions that drive real impact. If you value professionalism, creativity, and a strong engineering culture, you’ll feel at home here.

Job Type: Full-time

Pay: €54,000.00-€120,000.00 per year

Experience:

• JavaScript/TypeScript (Node.js): 2 years (required)
• ServiceNow: 1 year (required)

Work Location: Remote