Now Assist AI Agent/LLM Topic Developer

In Scottsdale, Tata Consultancy Services is seeking a Now Assist AI Agent/LLM Topic Developer to help shape intelligent support workflows inside ServiceNow. The role centers on building and configuring AI agents, crafting LLM-powered topics, and designing end-to-end ITSM and HR/CSM workflows, while tuning prompts and dialog to deliver accurate, natural interactions.

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)
• Use Now Assist capabilities to automate HR / CSM use cases
• Create LLM-powered “topics” (use cases) for agents
• Design Prompts
• Design Instructions
• Design Guardrails
• Tune responses for: Accuracy
• Tune responses for: Tone
• Tune responses for: Business context
• Define dialog flows: Intents
• Define dialog flows: User journeys
• Define dialog flows: Fallback handling
• Ensure: Natural conversation
• Ensure: Minimal friction
• Improve metrics like: Containment rate
• Improve metrics like: Resolution rate

Requirements

• Strong hands-on and leadership experience in Servicenow AI Agent Studio (Yokohama/Zurich)
• Practical experience on NowAssist Skills Kit
• Strong knowledge and hands-on experience on LLM Topic configuration
• Build and configure AI agents (virtual agents, copilots) on ServiceNow
• Design multi-step agent workflows for real scenarios
• Experience using Now Assist capabilities to automate ITSM workflows (incidents, requests)
• Experience using Now Assist capabilities to automate HR / CSM use cases
• Create LLM-powered “topics” (use cases) for agents
• Design prompts, instructions, and guardrails
• Tune responses for accuracy, tone, and business context
• Define dialog flows (Intents, User journeys, Fallback handling)
• Ensure natural conversation and minimal friction
• Improve metrics like containment rate and resolution rate

Technologies

• ServiceNow
• Now Assist
• NowAssist Skills Kit
• ServiceNow AI Agent Studio

Location

Scottsdale, AZ (onsite)

Job Details

Job Function: TECHNOLOGY

Role: Engineer

Job ID: 417686

Salary: USD 85,000 - 95,000 per yearly

Desired Skills: Artificial Intelligence