Senior Software Engineer - AI

Team: IT

Location: India

Commitment: Full-time

Workplace Type: remote

Accountabilities:

• Engage with end-users, IT teams, and key stakeholders to gather requirements and understand business and technical needs.
• Design, develop, and deploy AI-driven applications and workflows on the platform.
• Integrate machine learning, natural language processing, predictive analytics, and automation capabilities across modules such as ITSM, ITOM, CSM, and HRSD.
• Manage the full application development lifecycle, including solution design, coding, debugging, testing, troubleshooting, deployment, and documentation.
• Develop custom and product-based solutions using applications and established development practices.
• Configure integrations between and external applications using REST and SOAP web services.
• Support bi-directional and automated integrations using MID Servers and cloud-to-cloud connectivity.
• Apply impact assessment rules within service maps and validate solutions with technical subject matter experts and stakeholders.
• Participate in user acceptance testing for service maps, impact rules, and event management activities.
• Promote update sets and data across applicable environments.
• Investigate and remediate production incidents within the assigned scope.
• Collaborate with existing technical leads to maintain consistent approaches and shared development patterns.
• Support the implementation and optimization of AI capabilities, including Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist.
• Contribute to AI-powered case summarization, resolution recommendations, and conversational workflows.
• Support CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and workflow implementations aligned with business requirements.
• Contribute to strategic planning, resource allocation, production methods, and coordination of technical resources.

Requirements:

• 3+ years of experience supporting the implementation, administration, configuration, and/or development of across at least two capabilities, such as ITSM or ITOM.
• Strong experience with AI and automation capabilities, including Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist.
• Hands-on experience implementing and optimizing Now Assist features such as AI-powered case summarization, resolution recommendations, and conversational workflows.
• Experience integrating with other systems and platforms using MID Servers and cloud-to-cloud approaches.
• Strong experience with REST and SOAP web services and bi-directional automated integrations.
• Experience with data extraction technologies such as JDBC and ODBC, as well as ETL integrations.
• Proven experience implementing and optimizing CMDB, Discovery, Software Asset Management, ITSM, Service Catalog, and Workflows.
• Strong scripting experience, including Business Rules, Client Scripts, UI Builder, Scripted REST APIs, and related scripting practices.
• Bachelor’s or Master’s degree in Computer Science, Information Technology, AI/ML, or a related field.
• Willingness and ability to continue developing expertise through competency certifications and module accreditations.
• ITIL Foundation certification is preferred.
• CSA and CAD certifications are preferred.
• Strong analytical, troubleshooting, and problem-solving abilities.
• Ability to adapt quickly and perform effectively in a fast-paced environment.
• Strong planning, organization, resource coordination, and time-management skills.
• Ability to work collaboratively with customers, stakeholders, technical teams, and project leadership.

Benefits:

• Remote position based in India.
• Official training and support to help develop platform expertise.
• Opportunities to pursue multiple certifications and module accreditations.
• Exposure to innovative AI-driven projects and enterprise transformation initiatives.
• Opportunity to work across capabilities including ITSM, ITOM, CSM, HRSD, CMDB, Discovery, and Service Catalog.
• Opportunity to work with AI technologies including Virtual Agent, Predictive Intelligence, Performance Analytics, and Now Assist.
• Supportive environment focused on professional development and continuous learning.
• Opportunity to develop innovative solutions that address real customer business goals.
• Diverse and inclusive workplace committed to equal employment opportunities.