Lead Engineer 1- NextGen ITSM

Overview As a Lead Engineer specializing in Full Stack Development and AI, you will play a critical role in designing and implementing Gen AI-powered solutions within the NextGen ITSM framework. Combining full stack development with AI engineering, you will build scalable, intelligent applications that optimize IT service management processes, leveraging advanced AI tools like LangChain for innovative language-based solutions. Collaborate with cross-functional teams to create predictive, automation-focused solutions that redefine IT service operations. About the Role: In this hands-on role, you’ll focus on building AI-driven applications that use generative AI and automation to enhance ITSM workflows and operational insights. With a focus on Incident, Problem, and Change Management, you’ll drive the integration of cutting-edge AI tools, including LangChain, to bring conversational AI and intelligent data handling to ITSM applications. Responsibilities Full Stack Development for AI-Powered ITSM Applications: Lead the development of web and backend applications for ITSM, focusing on performance and integration. Create user-friendly, AI-enhanced interfaces and dashboards for better insights and decision-making. Design and maintain APIs to connect ITSM tools with Gen AI and LangChain. AI-Driven Solutions for Proactive Service Management: Develop and implement Gen AI solutions using LangChain for improved user engagement and response times. Build machine learning models to predict service issues and automate responses. Monitor system health using AI to detect issues and trigger alerts. ServiceNow, Power Platform, and Data Integration: Configure and customize ServiceNow to optimize workflows and automations. Develop PowerApps for ITSM workflows and create Power BI dashboards for insights. Analyze data from ITSM systems and generate actionable reports using Power BI. Qualifications Experience: 3+ years in full stack development with AI/ML, ServiceNow, and Power Platform development, ideally within IT operations or IT service management environments. Technical Skills: Full Stack Development: Proficiency in JavaScript (React, Angular), Type script, Python, and Node.js; experience with SQL and NoSQL databases. ServiceNow Administration and Development: Experience in configuring and developing ServiceNow applications, with proficiency in scripting, workflows, and automation. PowerApps and Power BI: Hands-on experience creating applications in PowerApps and developing dashboards in Power BI to support ITSM and operational reporting. AI/ML and Gen AI: Expertise in frameworks such as TensorFlow or Scikit-Learn, with hands-on experience in generative AI and LangChain for language-based solutions. APIs and Microservices: Experience in RESTful API development, microservices architecture, and third-party integrations. Cloud Platforms: Skilled in cloud services (AWS, Azure, or GCP) with a focus on deploying scalable, AI-enhanced applications. Communication and Problem-Solving Skills: Skilled at translating complex AI concepts into actionable insights, with a proactive approach to solving technical challenges in ITSM. Bonus Points For: Certifications: AI/ML certifications, ITIL, or ITSM-focused credentials. Experience with Gen AI in IT Operations: Prior experience in deploying Gen AI solutions within ITSM, particularly for proactive response and automation. DevOps and CI/CD Knowledge: Familiarity with CI/CD pipelines, containerization (Docker/Kubernetes), and infrastructure-as-code (IaC) practices. In This Role, You’ll Have the Opportunity To: Innovate ITSM with Gen AI-driven solutions that transform service management, automating processes, and enhancing decision-making. Collaborate with senior engineers and leaders to implement advanced Gen AI and Power Platform solutions that improve IT service efficiency. Grow your expertise in Gen AI, ServiceNow, LangChain, and Power Platform within a dynamic, future-focused IT environment.


Full Stack Development for AI-Powered ITSM Applications: Lead the development of web and backend applications for ITSM, focusing on performance and integration. Create user-friendly, AI-enhanced interfaces and dashboards for better insights and decision-making. Design and maintain APIs to connect ITSM tools with Gen AI and LangChain. AI-Driven Solutions for Proactive Service Management: Develop and implement Gen AI solutions using LangChain for improved user engagement and response times. Build machine learning models to predict service issues and automate responses. Monitor system health using AI to detect issues and trigger alerts. ServiceNow, Power Platform, and Data Integration: Configure and customize ServiceNow to optimize workflows and automations. Develop PowerApps for ITSM workflows and create Power BI dashboards for insights. Analyze data from ITSM systems and generate actionable reports using Power BI.


Experience: 3+ years in full stack development with AI/ML, ServiceNow, and Power Platform development, ideally within IT operations or IT service management environments. Technical Skills: Full Stack Development: Proficiency in JavaScript (React, Angular), Type script, Python, and Node.js; experience with SQL and NoSQL databases. ServiceNow Administration and Development: Experience in configuring and developing ServiceNow applications, with proficiency in scripting, workflows, and automation. PowerApps and Power BI: Hands-on experience creating applications in PowerApps and developing dashboards in Power BI to support ITSM and operational reporting. AI/ML and Gen AI: Expertise in frameworks such as TensorFlow or Scikit-Learn, with hands-on experience in generative AI and LangChain for language-based solutions. APIs and Microservices: Experience in RESTful API development, microservices architecture, and third-party integrations. Cloud Platforms: Skilled in cloud services (AWS, Azure, or GCP) with a focus on deploying scalable, AI-enhanced applications. Communication and Problem-Solving Skills: Skilled at translating complex AI concepts into actionable insights, with a proactive approach to solving technical challenges in ITSM. Bonus Points For: Certifications: AI/ML certifications, ITIL, or ITSM-focused credentials. Experience with Gen AI in IT Operations: Prior experience in deploying Gen AI solutions within ITSM, particularly for proactive response and automation. DevOps and CI/CD Knowledge: Familiarity with CI/CD pipelines, containerization (Docker/Kubernetes), and infrastructure-as-code (IaC) practices. In This Role, You’ll Have the Opportunity To: Innovate ITSM with Gen AI-driven solutions that transform service management, automating processes, and enhancing decision-making. Collaborate with senior engineers and leaders to implement advanced Gen AI and Power Platform solutions that improve IT service efficiency. Grow your expertise in Gen AI, ServiceNow, LangChain, and Power Platform within a dynamic, future-focused IT environment.