ServiceNow Specialist (AI/Automation, Power Platform)

Full Description

Client Description

Company Description: A leading integrated telecom and IT system integration solutions provider in Hong Kong, Macau, and Mainland China.

The company offers a wide range of services including fixed telecommunications, mobile services, and enterprise solutions to both residential and corporate customers.

Location: Kwai Chung

Nature: Permanent

Job Description

• Develop and configure ServiceNow solutions, specifically focusing on AI transformation capabilities such as Generative AI, Agentic AI, Agentic workflows, and AIOps.

• Implement automation solutions for Customer Service Center (CSC) and Microsoft account operations using Microsoft Power Automate and Power Apps.

• Manage AI transformation projects for the Microsoft account, overseeing planning, methodology, deliverables, document workflows, and communication from presales to implementation.

• Support presales activities for Microsoft Request for Proposals (RFPs) and contract renewals by integrating relevant AI components into proposals.

• Develop Power BI dashboards and conduct root cause analysis reporting to monitor and enhance service delivery performance.

• Train and mentor service teams to leverage Large Language Models (LLM) for improving the multi-customer knowledge base.

• Guide the service team in creating operational and ITIL workflows using Visio, specifically customized for multi-customer and CSC environments.

Job Requirements

• Possess proven experience in programming and configuring the ServiceNow platform, particularly with AI-related functionalities.

• Demonstrate a strong understanding of core AI concepts, including Generative AI, Agentic AI, Agentic workflows, and AIOps.

• Be proficient in the Microsoft Power Platform, specifically Power Automate, Power Apps, and Power BI.

• Have solid knowledge of ITIL frameworks and operational process documentation, including the use of Visio.

• Exhibit excellent project management skills, including the ability to manage end-to-end AI transformation projects.

• Possess experience in training or mentoring teams on AI technologies and streamlining operational workflows.

• Experience in providing presales and contractual negotiation support, especially involving AI solutions, is highly desirable.

• Must have strong communication and collaboration skills suitable for working in multi-customer environments and with cross-functional teams.