ServiceNow Developer - Knowledge Management Module
- Thryve Digital
- 8 - 12 years
- Chennai
- 16 days ago
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Job Description
Job Title: Technical Analyst:
Role :
We are seeking a Technical Analyst to lead core technological solutions that drive effectiveness and efficiency in Knowledge Management processes. This pivotal role will lead the implementation, configuration, and scaling of advanced AI solutions such as ServiceNow''s Now Assist, Scribe AI, and Knowledge Automation bots. The successful candidate will be instrumental in architecting future knowledge management technical solutions to enhance efficiency, empower self-service, and deliver superior information access for enGen, Highmark, and our external customers.
This role requires a deep technical understanding of the ServiceNow platform, a passion for emerging AI technologies, and the ability to translate complex technical concepts into practical, impactful solutions.
Responsibilities:
- Evaluate emerging knowledge management technologies and AI platforms, recommending strategic investments and roadmap adjustments.
- Provide technical leadership and architectural guidance for current and future knowledge management solutions, emphasizing scalability, performance, and maintainability.
- Lead the implementation of AI-driven knowledge management solutions, including ServiceNow Now Assist, Scribe AI, and Knowledge Automation bots.
- Collaborate with business stakeholders, data scientists, and product owners to define AI use cases and translate them into technical requirements and actionable development plans.
- Serve as the senior technical resource for the ServiceNow Knowledge Management module, ensuring its robust integration with AI and automation initiatives.
- Conduct technical feasibility studies and proof-of-concept projects for new AI and automation initiatives.
- Define technical standards, best practices, and governance for AI-powered knowledge solutions.
- Develop advanced analytics and reporting capabilities within ServiceNow to measure the effectiveness and ROI of AI and automation in knowledge management.
- Drive continuous improvement cycles based on performance data, user feedback, and technological advancements.
- Work closely with IT development teams, knowledge authors, and business units to ensure seamless adoption and utilization of AI-driven knowledge tools.
- Provide technical training and mentorship to junior analysts and content creators on AI capabilities within ServiceNow.
- Communicate technical concepts and project updates effectively to both technical and non-technical audiences.
Qualifications:
- Bachelors degree.
- ITIL 4 foundations preferred certification
- Minimum of 8-10 years of progressive experience in IT Service Management roles.
- Minimum of 5-7 years of hands-on experience specifically with ServiceNow''s Knowledge Management module and advanced features.
- Minimum of 3-5 years of experience managing, leading, or mentoring a team of IT professionals or developers.
- Proven experience in leading successful ITSM/ServiceNow projects.
- Excellent presentation skills, particularly in articulating ROI and value propositions to executive leadership.
- Experience in the healthcare industry is a plus.
Preferred Skills:
- Experience with Knowledge Management implementation in ServiceNow.
- ITIL V4 Foundation certification (required).
- ServiceNow Certified System Administrator (CSA).
- Proven ability to manage multiple priorities and work effectively in a fast-paced environment.
- Strong interpersonal skills and ability to build relationships at all levels
- Emphasize the ability to communicate business benefits and financial returns effectively.
- Experience with Now Assist and proven track record of value realization is preferred
Job Classification
Industry: IT Services & ConsultingFunctional Area / Department: Engineering - Software & QARole Category: Software DevelopmentRole: Back End DeveloperEmployement Type: Full timeContact Details:
Company: Thryve DigitalLocation(s): Chennai
Keyskills: servicenow technical leadership ai solutions service management ai it service management knowledge management analytics system administrator automation technical training itsm ai technologies use cases
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