Technical Lead

Tata Consultancy Services; Chicago (IL); On-site; USD 120,000 - 150,000; Full time

Job summary

Tata Consultancy Services in Chicago seeks a technical lead to architect and implement AI agent solutions on ServiceNow. You will design multi-step agent workflows, configure LLM topics, and build integrations across systems using Integration Hub spokes and Flow Designer.

Key tasks include creating prompts, guardrails, and dialog flows for ITSM, HR and CSM use cases, with a focus on natural conversations and minimal friction in user interactions.

Qualifications

• Strong hands-on and leadership experience with ServiceNow AI Agent Studio.
• Experience configuring Now Assist Skills Kit.
• Hands-on knowledge of LLM topic configuration.
• Leadership with Integration Hub spokes.
• Experience with Flow Designer and scripted REST APIs.
• Strong knowledge of OAuth 2.0.
• Experience with Workday Web Services or REST integrations.
• Ability to design multi-step agent workflows and prompts.

Responsibilities

• Build and configure AI agents (virtual agents, copilots) on ServiceNow.
• Design multi-step agent workflows for real scenarios.
• Use Now Assist capabilities to automate ITSM, HR and CSM use cases.
• Create LLM-powered topics for agents and design prompts, instructions, and guardrails.
• Tune responses for accuracy, tone, and business context.
• Define dialog flows including intents, user journeys, and fallbacks.
• Build integrations between ServiceNow and other systems (Salesforce, SAP, Workday).
• Work with Integration Hub spokes and Flow Designer to automate processes.

Skills

ServiceNow AI Agent Studio

NowAssist Skills Kit

LLM Topic configuration

Integration Hub spokes

Flow Designer

Scripted REST APIs

OAuth 2.0

Workday Web Services

REST integration

Job description

Job Description

Technical lead - Now Assist AI Agent / LLM Topic Developer / Servicenow Integration Hub Developer

Must Have Technical/Functional Skills

• Strong hands-on and leadership experience in Servicenow AI Agent Studio(Yokohoma/Zurich).
• Practical experience on NowAssist Skills Kit.
• Strong knowledge and hands-on experience on LLM Topic configuration.
• Strong hands-on and leadership experience in Integration Hub spokes
• Practical experience on Flow Designer and scripted REST APIs
• Strong knowledge and hands-on experience on OAuth 2.0
• Strong knowledge and hands-on experience on Workday Web Services or REST integration experience

Roles & Responsibilities

• Build and configure AI agents (virtual agents, copilots) on ServiceNow
• Design multi-step agent workflows for real scenarios
• Use Now Assist capabilities to automate:
• ITSM workflows (incidents, requests)
• HR / CSM use cases
• Create LLM-powered “topics” (use cases) for agents
• Design:
• Prompts
• Instructions
• Guardrails
• Tune responses for:
• Accuracy
• Tone
• Business context
• Define dialog flows:
• Intents
• User journeys
• Fallback handling

Ensure

• Natural conversation
• Minimal friction

Improve Metrics Like

• Containment rate
• Resolution rate
• Build integrations between ServiceNow and other systems
• Salesforce, SAP, Workday
• Azure, AWS, REST APIs
• Use:
• Integration Hub (spokes)
• Flow Designer
• REST/SOAP APIs
• Design low-code workflows
• Automate:
• Incident management
• HR workflows
• Approval processes
• Build:
• Flows
• Subflows
• Actions

Salary Range- $120,000-$150,000 a year