Track Manager - IT Operations Management, RESTful API, Angular

HCL CANADA INC. (Fy HCL Axon Technologies Inc.); Canada; On-site; CAD 90,000 - 130,000; Full time

Job summary

Sapsf in Canada seeks a Track Manager - IT Operations Management with expertise in ServiceNow NowAssist, AI Search, Virtual Agent and Integration Hub to design, implement, and optimize AI-enabled IT workflows.

You will lead workshops to identify AI use cases, define prompts and governance, collaborate with stakeholders, and support demos and PoCs while tracking adoption and value realization.

Qualifications

• Strong hands-on ServiceNow development and administration experience.
• Experience with Now Assist, AI Search, Virtual Agent, Flow Designer, Integration Hub, Predictive Intelligence.
• Understanding of Generative AI, LLMs, prompt engineering, and Agentic AI concepts.

Responsibilities

• Lead implementation of Now Assist and AI-powered features across ITSM, HRSD, CSM, and other workflows.
• Configure and optimize Now Assist Skills, AI Search, Virtual Agent, and AI Governance controls.
• Conduct workshops to identify AI use cases and business value opportunities.
• Define prompt engineering strategies, grounding mechanisms, and guardrails.
• Collaborate with stakeholders to translate requirements into AI solutions.
• Monitor AI adoption, usage analytics, and value realization metrics.
• Support demos, PoCs, customer presentations, and pre-sales activities.

Skills

ServiceNow development

Administration experience

Stakeholder management

Prompt engineering

Governance & guardrails

ITIL knowledge

Education

CSA Certification

AI/Now Assist Micro-Certifications

CAD Certification

CIS-ITSM / CIS-HRSD / CIS-CSM

Tools

Now Assist

AI Search

Virtual Agent

Flow Designer

Integration Hub

Predictive Intelligence

Job description

Career Opportunities: Track Manager - IT Operations Management, RESTful API, Angular (146312)

Requisition ID146312-Posted09/18/2026

We are seeking a ServiceNow NowAssist AI Consultant to design, implement, and optimize Generative AI and Agentic AI capabilities on the ServiceNow platform. The role will focus on enabling Now Assist, AI Search, AI Agents, Virtual Agent, Predictive Intelligence, and custom GenAI use cases to drive automation, productivity, and user experience improvements.

Key Responsibilities

Lead implementation of ServiceNow Now Assist and AI-powered features across ITSM, HRSD, CSM, and other workflows. Configure and optimize: Now Assist Skills AI Search Virtual Agent Predictive Intelligence AI Agents Generative AI Controller Design and build custom GenAI solutions using: Now Assist Skill Kit (NASK) Agentic AI Studio Flow Designer Integration Hub Conduct workshops to identify AI use cases and business value opportunities. Define prompt engineering strategies, grounding mechanisms, guardrails, and governance controls. Collaborate with business and technical stakeholders to translate requirements into AI solutions. Monitor AI adoption, usage analytics, and value realization metrics. Support demos, PoCs, customer presentations, and pre-sales activities.

Skill Requirements

• Strong hands-on ServiceNow development and administration experience.
• Experience with: o Now Assist o AI Search o Virtual Agent o Flow Designer o Integration Hub o Predictive Intelligence
• Understanding of Generative AI, LLMs, prompt engineering, and Agentic AI concepts.
• Experience integrating ServiceNow with enterprise applications and knowledge sources.
• Strong stakeholder management and consulting skills.
• Knowledge of ITIL processes and ServiceNow platform architecture.
• Preferred Qualifications Certifications
• ServiceNow Certified System Administrator (CSA) – Mandatory
• ServiceNow AI/Now Assist Micro-Certifications – Mandatory
• Certified Application Developer (CAD) – Preferred
• CIS-ITSM / CIS-HRSD / CIS-CSM – Preferred