ServiceNow ITSM Application Support & AI Solutions Engineer

ARA Resources Pvt. Ltd.; Pune District, Gurugram District, Bengaluru; Hybrid; INR 1.200.000 - 1.800.000; Vollzeit

Zusammenfassung

ARA Resources Pvt. Ltd. is seeking an experienced ServiceNow ITSM Applications Support & AI Solutions Engineer to support enterprise ITSM environments and drive AI-enabled initiatives across the client landscape.

The role covers incident, problem, change and release management, with a focus on stability, performance, and automation using Generative AI and Agentic AI. Relevant ITIL knowledge and strong collaboration with stakeholders are essential.

Qualifikationen

• Proficient in ServiceNow ITSM and incident management.
• Experience with problem, change and release management.
• ITIL framework knowledge and application.
• Experience designing AI-enabled enterprise solutions using Generative AI.
• Excellent documentation and stakeholder collaboration skills.

Aufgaben

• Support and maintain ServiceNow ITSM applications in enterprise environments.
• Investigate, diagnose, and resolve incidents across systems.
• Lead problem management and root-cause analysis for recurring issues.
• Assist with change and release management processes.
• Monitor performance and drive automation initiatives with AI.
• Create clear process and technical documentation.

Kenntnisse

ServiceNow ITSM

Incident management

Problem management

Change management

ITIL knowledge

Generative AI

Agentic AI

AI workflow design

Documentation

Stakeholder collaboration

Ausbildung

15 years education

Jobbeschreibung

Role Name: ServiceNow ITSM Application Support & AI Solutions Engineer

Project Roles: Forward Deployed Engineer / AI Native Software Engineer

Core Skill: ServiceNow IT Service Management (ITSM)

Education: Minimum 15 years of full-time education

Location: PAN India

Experience: 5 to 15 Years

About ARA's Client

ARA's Client is a leading global professional services company that empowers businesses and governments to build their digital core and optimize operations. They have a strong focus on technology and innovation, with a workforce of approximately 791,000 people serving clients in over 120 countries. Their culture emphasizes shared success and commitment to creating value across various sectors.

Role Overview

We are seeking experienced ServiceNow ITSM professionals to support critical enterprise applications, troubleshoot operational issues, and improve system stability, reliability, and performance.

For AI-focused openings, professionals will also design, develop, validate, and deploy enterprise solutions using Generative AI and Agentic AI. They will integrate AI workflows across enterprise applications, technology platforms, AI models, and multiple provider ecosystems to automate processes and deliver measurable business outcomes.

Key Responsibilities

• Support and maintain critical business applications using ServiceNow ITSM.
• Investigate, diagnose, and resolve issues across multiple application and system components.
• Manage incidents and service requests to support smooth business operations.
• Apply problem management and root cause analysis to address recurring issues.
• Support change management and release management processes.
• Proactively monitor system performance and address potential operational issues.
• Develop and implement best practices for application support and service management.
• Create and maintain documentation covering processes, procedures, troubleshooting steps, and issue resolutions.
• Collaborate with stakeholders to understand requirements and provide timely updates.
• Participate actively in team discussions and contribute solutions to technical and operational challenges.
• For openings involving team responsibility, guide team performance, support technical decisions, and resolve issues across teams.
• Facilitate knowledge-sharing sessions and contribute to continuous improvement.

Additional Responsibilities for AI-Focused

• Lead solution design and delivery using Generative AI and Agentic AI to address business challenges.
• Design and deploy AI workflows and architectures across enterprise technology platforms.
• Integrate AI models and capabilities into enterprise workflows to automate processes and generate intelligent insights.
• Build and ship production-ready software using AI as a core part of the engineering lifecycle.
• Apply prompt engineering and AI evaluation frameworks to develop and validate solutions.
• Maintain solution quality and compliance while ensuring scalability and responsible AI use.
• Align AI capabilities with business objectives and measure their practical impact.
• Continuously improve how AI-enabled software is built, deployed, and operated.

Required Skills

• Strong proficiency in ServiceNow IT Service Management (ITSM).
• Experience in incident management and service request fulfilment.
• Understanding of problem management and root cause analysis.
• Familiarity with change management and release management.
• Knowledge of the ITIL framework and its application to service management.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Experience monitoring application performance and identifying potential issues.
• Ability to create and maintain clear process and technical documentation.
• Strong communication and stakeholder collaboration skills.
• Ability to work independently and act as a subject matter expert.
• Team coordination and decision-making skills for openings involving team responsibility.

Additional Required Skills:

• Strong understanding and practical application of Generative AI and Agentic AI.
• Ability to design, develop, and deploy AI-enabled enterprise solutions.
• Knowledge of prompt engineering and AI evaluation frameworks.
• Ability to integrate AI capabilities across enterprise applications and technology platforms.
• Understanding of scalable solutions, responsible AI use, and measurable business value.