Forward Deployed Engineer-ServiceNow ITOM

Cerebra; Hyderabad; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Cerebra is seeking a Forward Deployed Engineer with deep expertise in ServiceNow ITOM and an AI-first mindset. You will design, integrate, and deploy enterprise AI-enabled solutions, acting as a SME in ITOM and application support. The role involves incident management, IT service management, and collaboration with stakeholders.

The position emphasizes Generative AI, Agentic AI, and scalable, reliable AI deployments aligned with business objectives, working per project requirements.

Qualifications

• 3+ years of experience with ServiceNow ITOM.
• Experience in application support and enterprise IT service management.
• Experience with incident and service request management.

Responsibilities

• Design and deploy AI-driven solutions using Generative AI and Agentic AI frameworks.
• Integrate AI workflows across enterprise technology platforms.
• Support integration of AI models into enterprise ecosystems.
• Act as SME in ServiceNow ITOM and application support.
• Monitor and troubleshoot IT services and incidents.
• Manage incident management and service request fulfillment.
• Collaborate with teams and stakeholders to resolve issues.
• Document solutions and troubleshooting procedures.
• Apply prompt engineering and AI evaluation frameworks.

Skills

Analytical thinking

Problem-solving

Cross-functional collaboration

Stakeholder management

Communication

Tools

ServiceNow ITOM

Incident Management

Service Request Management

ITIL

Application Support

Job description

Role & responsibilities

Job Title: Forward Deployed Engineer ServiceNow ITOM
Experience: 4+ Years
Location: As per project requirement

Job Summary

We are looking for a Forward Deployed Engineer with strong expertise in ServiceNow IT Operations Management (ITOM) and an AI-first mindset. The candidate will be responsible for supporting, designing, integrating, and deploying enterprise solutions across AI and technology platforms.

The role involves working with Generative AI, Agentic AI, ServiceNow ITOM, enterprise workflows, application support, incident management, and IT service management.

Key Responsibilities

• Design and deploy AI-driven solutions using Generative AI and Agentic AI frameworks.
• Integrate AI workflows and architectures across diverse enterprise technology platforms.
• Support integration of AI models and multi-provider AI platforms into enterprise ecosystems.
• Work independently as a Subject Matter Expert (SME) in ServiceNow ITOM and application support.
• Monitor applications and IT services and proactively identify potential issues.
• Troubleshoot and resolve incidents across multiple application and technology components.
• Manage incident management and service request fulfillment processes.
• Collaborate with technical teams, application owners, and business stakeholders to resolve issues.
• Understand stakeholder requirements and provide timely updates on issue resolution.
• Contribute to the development and implementation of application support best practices.
• Document technical solutions, troubleshooting procedures, and knowledge articles.
• Participate actively in team discussions and contribute solutions to technical problems.
• Apply prompt engineering and AI evaluation frameworks to enterprise use cases.
• Ensure AI solutions are scalable, responsible, reliable, and aligned with business objectives.

Mandatory Technical Skills

• ServiceNow IT Operations Management (ITOM)
• ServiceNow ITOM implementation/support
• Incident Management
• Service Request Management
• ITIL framework
• Application Support
• Troubleshooting and problem solving
• SDLC methodologies
• Generative AI / Agentic AI concepts
• Prompt Engineering
• AI workflow integration

Professional & Technical Skills

• Strong hands-on experience in ServiceNow ITOM.
• Strong analytical and problem-solving skills.
• Good understanding of IT service management and ITIL processes.
• Experience supporting enterprise applications and resolving production issues.
• Knowledge of modern programming languages and frameworks.
• Understanding of software development lifecycle methodologies.
• Ability to work with cross-functional teams and diverse stakeholders.
• Good communication and stakeholder management skills.
• Ability to independently analyze technical problems and provide solutions.
• Understanding of Generative AI, Agentic AI, AI models, and AI evaluation frameworks is preferred.

Required Experience

• Minimum 3+ years of experience in ServiceNow IT Operations Management (ITOM).
• Experience in application support and enterprise IT service management.
• Experience with incident and service request management.