Intermediate ServiceNow Platform Engineer: AI and Automation

2. Automation and integration

• Develop flows, subflows, Integration Hub actions, APIs and approved Microsoft integration components.
• Use Integration Hub, REST and SOAP APIs, OAuth and JSON patterns to extend automations across approved enterprise systems.
• Develop and support approved integration components between ServiceNow and Microsoft technologies, including Microsoft 365 Copilot, Copilot Studio, Microsoft Teams, Microsoft Graph and employee self-service channels, in collaboration with relevant Microsoft platform and security teams.

3. Testing and release management

• Maintain Automated Test Framework coverage, perform regression testing and promote changes through controlled environments.
• Use approved application lifecycle, source-control and deployment practices for scoped applications, update sets, configuration records and integration components.
• Assess AI, automation and integration components for compatibility with ServiceNow family releases, patches, clones and store-application updates, and remediate identified issues through controlled testing and release processes.

4. Production operations

• Monitor technical performance, troubleshoot defects and production incidents, and maintain runbooks and operational support readiness.
• Implement suitable logging, technical monitoring, execution tracing and alerting for AI agents, skills, flows and integrations.
• Maintain design documentation, support procedures and known-error information to reduce support risk and single points of failure.

5. Responsible AI and platform governance

• Implement and test approved AI guardrails, privacy controls, role-based access and human-in-the-loop controls in accordance with organisational security, privacy and Responsible AI standards.
• Support the configuration and operational use of AI Control Tower and relevant governance capabilities, providing technical data and insights to designated AI governance, risk and platform owners.
• Understand and apply ServiceNow role-based access controls for Now Assist and AI Agent capabilities, following least-privilege and segregation-of-duties requirements.
• Support the configuration and testing of approved model providers and generative AI controller settings in accordance with enterprise architecture, data residency and security requirements.

6. Value and continual improvement

• Monitor adoption, assist consumption, automation volume, technical performance, incident trends and other agreed operational measures.
• Provide data to product, process and financial stakeholders for cost and benefit evaluation.
• Provide technical feasibility, complexity, dependency, risk and effort input into the AI use-case intake and prioritisation process.
• Recommend improvements to solution quality, operational efficiency and employee self-service outcomes.

Minimum Requirements: