Technical Solution Lead – ServiceNow GenAI

Lenovo; Bengaluru; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

Lenovo is hiring a Technical Solution Lead – ServiceNow GenAI in Bengaluru to drive AI-powered solutions on the ServiceNow platform. You will own AI use cases end-to-end, from discovery to production, and work with Offering Managers, Architects, and stakeholders to translate problems into scalable AI workflows.

The role requires 6–10 years IT experience with 3+ years in ServiceNow development/architecture, and 1–2 AI/GenAI implementations.

Qualifications

• 6–10 years IT experience with 3+ years in ServiceNow development/architecture.
• Proven experience in at least 1–2 AI/GenAI implementations (beyond PoC).
• Strong ITSM/CSM workflow knowledge and hands-on scripting abilities.

Responsibilities

• Own AI use cases end-to-end from discovery to production.
• Design and implement ServiceNow GenAI solutions.
• Develop configurations, scripts, and prototypes for AI use cases.
• Guide development teams on implementation patterns and best practices.
• Ensure governance, data grounding, and risk controls for AI deployments.

Skills

ServiceNow Development

ITSM/CSM Workflows

Scripting

Flow Designer

IntegrationHub

REST/SOAP Integrations

Architectural Leadership

GenAI Capabilities

Tools

Now Assist

Predictive Intelligence

Virtual Agent

Job description

We are Lenovo. We do what we say. We own what we do. We WOW our customers.

Lenovo is a US$83 billion revenue global technology powerhouse, ranked #153 in the Fortune Global 500, and serving millions of customers every day in 180 markets. Focused on a bold vision to deliver Smarter Technology for All, Lenovo has built on its success as the world’s largest PC company with a full-stack portfolio of AI-enabled, AI-ready, and AI-optimized devices (PCs, workstations, smartphones, tablets), infrastructure (server, storage, edge, high performance computing and software defined infrastructure), software, solutions, and services. Lenovo’s continued investment in world-changing innovation is building a more equitable, trustworthy, and smarter future for everyone, everywhere. Lenovo is listed on the Hong Kong stock exchange under Lenovo Group Limited (HKSE: 992) (ADR: LNVGY).

This transformation together with Lenovo’s world-changing innovation is building a more inclusive, trustworthy, and smarter future for everyone, everywhere. To find out more visit www.lenovo.com , and read about the latest news via our StoryHub .

Description and Requirements

Role Overview

We are hiring a Technical Solution Lead – ServiceNow GenAI to drive the design, development, and deployment of AI-powered solutions on the ServiceNow platform.

This role is accountable for owning AI use cases end-to-end, from identifying opportunities to delivering production-ready solutions. The individual will work closely with Offering Managers, Architects, and business stakeholders to translate real problems into scalable AI-driven workflows.

Key Responsibilities

AI Use Case Ownership

• Identify, evaluate, and prioritize high-impact AI use cases across ITSM and CSM
• Define business value, feasibility, and data readiness

ServiceNow GenAI Solution Design

• Design and implement solutions using:
  • Now Assist
  • Predictive Intelligence
  • Virtual Agent
  • Flow Designer and IntegrationHub
• Build AI-powered workflows aligned with ServiceNow best practices
• Ensure scalability, performance, and maintainability of solutions

Hands-on Development & Prototyping

• Actively contribute to configuration, scripting, and debugging
• Develop rapid prototypes to validate AI use cases
• Guide development teams on implementation patterns and best practices
• Review prompts, workflows, and AI outputs for optimization

Integration & AI Ecosystem

• Integrate ServiceNow with external AI/LLM platforms (e.g., Azure OpenAI)
• Design and implement REST API-based integrations and orchestration
• Enable data grounding and context-aware AI responses

AI Governance & Risk Management

• Implement safeguards for AI risks such as hallucination, bias, and data privacy
• Design human-in-the-loop workflows where required
• Ensure auditability and traceability of AI-driven decisions

Stakeholder & Offering Collaboration

• Work closely with Offering teams to shape AI roadmap and use case pipeline
• Conduct workshops, demos, and stakeholder discussions
• Translate business needs into technical AI solutions

Required Skills & Experience

Experience

• 6–10 years of overall experience in IT
• Minimum 3+ years of hands‑on experience in ServiceNow development/architecture
• Proven experience in at least 1–2 AI/GenAI implementations (beyond theoretical or PoC‑only exposure)

ServiceNow Expertise

• Strong experience in ITSM / CSM workflows
• Deep knowledge of:
  • Scripting (Business Rules, Script Includes, Client Scripts)
  • Flow Designer and IntegrationHub
  • REST/SOAP integrations
• Experience in Technical Lead or Solution Architect role

AI & GenAI Capabilities

• Hands‑on experience with:
  • Now Assist
  • Predictive Intelligence
  • Virtual Agent
• Strong understanding of:
  • Prompt engineering and optimization
  • AI use case identification
  • Data readiness and grounding techniques

Technical Skills

• API integrations and orchestration
• Understanding of AI architecture and cloud-based AI services
• Ability to translate technical solutions into business impact
• Experience working with cross-functional teams

Preferred Qualifications

• ServiceNow certifications (CSA, CIS, CAD)
• Experience in enterprise-scale implementations
• Exposure to AI transformation programs

Additional Locations: * India - Karnātaka - Bangalore * India - Karnātaka - BANGALORE

NOTICE FOR PUBLIC

At Lenovo, we follow strict policies and legal compliance for our recruitment process, which includes role alignment, employment terms discussion, final selection and offer approval, and recording transactions in our internal system. Interviews may be conducted via audio, video, or in-person depending on the role, and you will always meet with an official Lenovo representative.

If you require an accommodation to complete this application, please contact [e-mail]