ServiceNow Developer – Virtual Agent, Now Assist and EC Pro

Tata Consultancy Services Limited; Jakarta Pusat; On-site; IDR 360,000,000 - 600,000,000; Full time

Job summary

Tata Consultancy Services Limited is seeking a ServiceNow developer with 3+ years of experience to design and implement advanced AI-powered ServiceNow solutions in Jakarta. You will craft Virtual Agent experiences, optimize NLU/NLP, and extend EC Pro portals for personalized employee journeys.

Join a global IT leader and collaborate on integrations with Microsoft Teams, SAP, Workday, and more while contributing to ITSM modernization and digital workplace transformations.

Qualifications

• 3+ years of ServiceNow development experience.
• Strong expertise in Virtual Agent, Now Assist (GenAI), EC Pro, AI Search, NLU/NLP, and conversational design.
• Experience with Flow Designer, Service Portal/UI Builder, Business Rules & Client Scripts, and Service Catalog.
• Experience integrating ServiceNow with Microsoft Teams, Okta, Workday, SAP.

Responsibilities

• Design and develop ServiceNow Virtual Agent conversations, topic flows, and chatbot experiences.
• Configure and optimize NLU/NLP models for intelligent user interactions.
• Implement and enhance Now Assist (GenAI) capabilities across ITSM and enterprise workflows.
• Enable AI-powered features such as Case Summarization, Resolution Suggestions, Knowledge Creation, and AI Search.
• Design and develop Employee Center Pro portals and personalized employee experiences.
• Configure content targeting, employee journeys, knowledge management, and self-service capabilities.
• Build custom ServiceNow applications using Flow Designer, IntegrationHub, Service Portal/UI Builder.

Skills

ServiceNow development

NLU/NLP

Now Assist (GenAI)

Employee Center Pro (EC Pro)

AI Search

Conversational Design

Flow Designer

IntegrationHub

Service Portal/UI Builder

ITSM knowledge

Tools

Flow Designer

IntegrationHub

Service Portal/UI Builder

Microsoft Teams

Azure AD

Okta

Workday

SAP

Job description

A purpose-led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.

Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting-led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep-set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.

Key Responsibilities

• Design and develop ServiceNow Virtual Agent conversations, topic flows, and chatbot experiences.
• Configure and optimize NLU/NLP models for intelligent user interactions.
• Implement and enhance Now Assist (GenAI) capabilities across ITSM and enterprise workflows.
• Enable AI-powered features such as:
• Case Summarization
• Resolution Suggestions
• Knowledge Creation
• AI Search
• Design and develop Employee Center Pro (EC Pro) portals and personalized employee experiences.
• Configure content targeting, employee journeys, knowledge management, and self-service capabilities.
• Build custom ServiceNow applications using:
• Flow Designer
• IntegrationHub
• Service Portal / UI Builder
• Develop integrations with Microsoft Teams, Azure AD, Okta, Workday, SAP, and other enterprise platforms.
• Support testing, deployments, platform upgrades, and production releases.

Required Skills

• 3+ years of ServiceNow development experience.
• Strong expertise in:
• Virtual Agent
• Now Assist (GenAI)
• Employee Center Pro (EC Pro)
• AI Search
• NLU / NLP
• Conversational Design
• Experience with:
• Flow Designer
• Service Portal / UI Builder
• Business Rules & Client Scripts
• Service Catalog
• Experience building enterprise self-service and chatbot solutions.
• Understanding of ITSM processes and digital workplace transformation.

Preferred Skills

• Experience integrating ServiceNow with:
• Microsoft Teams
• Okta
• Workday
• SAP
• Knowledge of prompt engineering, AI governance, and responsible AI practices.
• Familiarity with CMDB, Service Catalog, and Knowledge Management.

Preferred Certifications

• ServiceNow Certified System Administrator (CSA)
• ServiceNow Certified Application Developer (CAD)
• CIS – Employee Center
• Micro-Certification – Virtual Agent
• Micro-Certification – Now Assist
• ITIL Foundation

Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, Please do connect with us on our linked In TCS Asia Pacific Handle and we will be happy to guide you further.

We will review your application and will get back to you if we are considering your interest in this opportunity!