Job Specifications
Essential Functions
Designs, develops, and maintains automated workflows and solutions using ServiceNow's Agentic AI framework.
Creates artificial intelligence agents that can be used for various use cases in areas such as ITSM, CSM, and other business processes.
Utilizes ServiceNow's AI Agent Studio and AI Orchestrator, enabling the creation, management, and deployment of agents, coordinating their activities to perform tasks smoothly and efficiently.
Develops and maintains integrations between ServiceNow and other AI tools, data sources, and external systems using APIs (REST/SOAP) and Integration Hub.
Uses advanced artificial intelligence technologies, such as Large Language Models (LLMs), prompt engineering, and Retrieval- Augmented Generation (RAG) to enhance agent intelligence and performance.
Ensures that agents and workflows comply with ITIL best practices, company security policies, and data privacy regulations.
Continuously monitors, evaluates, and optimizes the performance and accuracy of AI agents and automated workflows.
Collaborates with cross-functional teams, including product managers, business analysts, and other developers, to understand
requirements and deliver effective solutions.
Maintains clear documentation on processes, configurations, and implemented solutions.
Project Tech Stack and Methodology Used:
ServiceNow Agentic AI, AI Orchestrator, AI Agent Studio, LLMs, RAG frameworks, vector DBs, Workflow Data Fabric, Raptor DB and, Agile/Scrum
Education
Bachelor's Degree BE or BS Degree in one of the following subject areas: Computer Science, Information Technology or related field Preferred
Work Experience
2-3 years of hands-on experience in software development and ServiceNow development, with a strong focus on AI integration hub and workflow automation.
3-5 years of practical experience with Agentic AI, LLMs, prompt engineering, RAG frameworks (such as LangChain, LlamaIndex), and vector databases.
3-5 years of experience with AI/ML models, especially applied to risk-based decision making and predictive analytics.
Bilingual, fluent in both English and Spanish
Skills Required
Strong analytical skills and ability to solve and optimize complex systems.
Previous experience with other ServiceNow modules such as ITSM and CSM.
This position could be remote for any of the following countries (Colombia, Chile, Costa Rica, Ecuador, Guatemala, Mexico, Peru).
About the Company
Driving the Future with Technology, Talent, and Strategic Solutions At SMX Services & Consulting, Inc., we transform the way businesses manage their technology and talent by providing comprehensive solutions in IT & Engineering Staffing, SAP, Cybersecurity, Managed Services, and Digital Health. Customer Support & User Experience: First-class support with Service Desk and on-site assistance, ensuring efficiency and operational continuity. SAP Expertise: Implementation, customization, and operational services specializing in S...
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