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Principal Service Engineer

About Providence

Providence, one of the US’s largest not-for-profit healthcare systems, is committed to high quality, compassionate healthcare for all. Driven by the belief that health is a human right and the vision, ‘Health for a better world’, Providence and its 121,000 caregivers strive to provide everyone access to affordable quality care and services.

Providence has a network of 51 hospitals, 1,000+ care clinics, senior services, supportive housing, and other health and educational services in the US.

Providence India is bringing to fruition the transformational shift of the healthcare ecosystem to Health 2.0. The India center will have focused efforts around healthcare technology and innovation, and play a vital role in driving digital transformation of health systems for improved patient outcomes and experiences, caregiver efficiency, and running the business of Providence at scale.


Why Us?

  • Best In-class Benefits
  • Inclusive Leadership
  • Reimagining Healthcare
  • Competitive Pay
  • Supportive Reporting Relation

Role: Senior ServiceNow Developer (Now Assist, Agentic AI & GenAI Solutions)## Job Overview
We are seeking a highly advanced Senior ServiceNow Developer with 6 to 12 years of core platform experience, specifically including a proven track record in Generative AI, Now Assist, and Agentic AI architectures. In this role, you will lead the transition from traditional rigid workflows to autonomous, AI-driven enterprise operations. You will engineer domain-specific AI agents, build multi-turn conversational experiences, and orchestrate goal-oriented agentic workflows across core platform modules. [1, 2, 3, 4, 5] 
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## Key Responsibilities## Agentic AI & Autonomous Workflows

* Design AI Agents: Build and deploy autonomous, multi-skill digital coworkers using [ServiceNow AI Agent Studio](https://www.kellton.com/kellton-tech-blog/servicenow-ai-agents-and-agentic-workflow-automation-complete-guide). 
* Orchestrate Skills: Configure goal-oriented orchestration patterns where agents independently plan steps, call tools, and resolve end-to-end issues within defined guardrails. 
* Implement Governance: Configure the AI Control Tower to safely govern, audit, and monitor autonomous agent activity and guardrails.  
* Manage Context: Utilize Workflow Data Fabric to grant AI agents secure, real-time access to disparate internal and external enterprise data repositories. 

## Now Assist & GenAI Implementation

* Deploy Now Assist Skills: Configure out-of-the-box (OOTB) and custom generative AI capabilities like incident summarization, chat summarization, and automated resolution notes. 
* Extend via Now Assist SkillKit: Author and fine-tune platform skills using natural language interfaces to map specific business tasks. 
* Optimize Conversational UI: Enhance [ServiceNow Virtual Agent](https://getmereferred.com/job-listing/servicenow-developer-genai-now-assist-tata-consultancy-services-bengaluru-5-to-10-years-experience-100833da-dfb7-47e8-bf77-8e12f794c72d) conversational flows using GenAI-driven dialog engines and LLM-powered search. 

## LLM Integration & Prompt Engineering

* Manage Model Gateways: Integrate domain-specific ServiceNow Now LLMs or third-party foundational models (e.g., Azure OpenAI, Claude, OpenAI) via IntegrationHub. 
* Engineer Prompts: Design, test, and maintain robust prompt libraries to ensure precise, secure, and non-hallucinatory model outputs. [7] 
* Configure Predictive Intelligence: Align classic machine learning (NLU, regression, clustering) alongside generative LLM models for a hybrid hyperautomation strategy. 

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## Required Technical Skills

* AI Platform Tools: Agent Studio, AI Agent Orchestrator, AI Control Tower, Now Assist Hub, SkillKit.
* Core ServiceNow: Flow Designer, Studio, IntegrationHub, Advanced Script Includes, Business Rules, Glide APIs.
* AI Ecosystems: Hands-on experience working with Now LLM, Claude, or OpenAI API orchestration.
* Development Concepts: RAG (Retrieval-Augmented Generation) patterns within ServiceNow, context injection, vector-like data matching, and API abstractions.
* Languages: Advanced JavaScript, JSON processing, Python or PowerShell for AI tool integrations. 

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## Experience & Qualifications

* Experience: 6 to 12 years of total IT experience, with at least 2+ years dedicated to GenAI/LLM-powered automation within enterprise software.
* Product Exposure: Proven deployment of Now Assist across modules such as ITSM, CSM, HRSD, or Creator Workflows.
* Education: Bachelor’s degree in Computer Science, Data Science, or related engineering stream.
* Certifications: Certified System Administrator (CSA) and Certified Application Developer (CAD) are required.
* Micro-Certifications: ServiceNow Micro-Certifications in Now Assist (e.g., Now Assist for ITSM/CSM/Platform) are highly desirable

Providence’s vision to create ‘Health for a Better World’ aids us to provide a fair and equitable workplace for all in our employment, whether temporary, part-time or full time, and to promote individuality and diversity of thought and background, and acknowledge its role in the organization’s success. This makes us committed towards equal employment opportunities, regardless of race, religion or belief, color, ancestry, disability, marital status, gender, sexual orientation, age, nationality, ethnic origin, pregnancy, or related needs, mental or sensory disability, HIV Status, or any other category protected by applicable law. In furtherance to our mission in building a more inclusive and equitable environment, we shall, from time to time, undertake programs to assist, uplift and empower underrepresented groups including but not limited to Women, PWD (Persons with Disabilities), LGTBQ+ (Lesbian, Gay, Transgender, Bisexual or Queer), Veterans and others. We strive to address all forms of discrimination or harassment and provide a safe and confidential process to report any misconduct.

Contact our Integrity hotline also, read our Code of Conduct.

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