Intermediate ServiceNow Platform Engineer: AI and Automation - Cape Town, Johannesburg at Old Mutual

Job Description

• The Intermediate ServiceNow Platform Engineer: AI and Automation designs, configures, tests, deploys and supports AI-enabled and automated capabilities on the ServiceNow platform. Working under the direction of the ServiceNow Technical Lead and in collaboration with process owners, Service Operations, Security, Risk and business stakeholders, the role delivers approved use cases using Now Assist, Virtual Agent, AI Agent Studio, Flow Designer, Integration Hub and related platform capabilities.
• The role supports integrations with Microsoft Copilot and Microsoft 365, applies agreed Responsible AI and platform engineering controls, monitors solution performance and usage, and contributes to continuous improvement of employee self-service, operational efficiency and digital service delivery.

ServiceNow AI engineering

• Build, configure and test Now Assist skills, Virtual Agent topics, AI agents and agentic workflows.
• Develop and maintain strong technical capability in Now Assist, Virtual Agent, AI Agent Studio and associated ServiceNow automation technologies.
• Configure and tune approved AI skills and conversational experiences, including summarisation, knowledge generation and resolution-note use cases.

Automation and integration

• Develop flows, subflows, Integration Hub actions, APIs and approved Microsoft integration components.
• Use Integration Hub, REST and SOAP APIs, OAuth and JSON patterns to extend automations across approved enterprise systems.
• Develop and support approved integration components between ServiceNow and Microsoft technologies, including Microsoft 365 Copilot, Copilot Studio, Microsoft Teams, Microsoft Graph and employee self-service channels, in collaboration with relevant Microsoft platform and security teams.

Testing and release management

• Maintain Automated Test Framework coverage, perform regression testing and promote changes through controlled environments.
• Use approved application lifecycle, source-control and deployment practices for scoped applications, update sets, configuration records and integration components.
• Assess AI, automation and integration components for compatibility with ServiceNow family releases, patches, clones and store-application updates, and remediate identified issues through controlled testing and release processes.

Production operations

• Monitor technical performance, troubleshoot defects and production incidents, and maintain runbooks and operational support readiness.
• Implement suitable logging, technical monitoring, execution tracing and alerting for AI agents, skills, flows and integrations.
• Maintain design documentation, support procedures and known-error information to reduce support risk and single points of failure.

Responsible AI and platform governance

• Implement and test approved AI guardrails, privacy controls, role-based access and human-in-the-loop controls in accordance with organisational security, privacy and Responsible AI standards.
• Support the configuration and operational use of AI Control Tower and relevant governance capabilities, providing technical data and insights to designated AI governance, risk and platform owners.
• Understand and apply ServiceNow role-based access controls for Now Assist and AI Agent capabilities, following least-privilege and segregation-of-duties requirements.
• Support the configuration and testing of approved model providers and generative AI controller settings in accordance with enterprise architecture, data residency and security requirements.

Value and continual improvement

• Monitor adoption, assist consumption, automation volume, technical performance, incident trends and other agreed operational measures.
• Provide data to product, process and financial stakeholders for cost and benefit evaluation.
• Provide technical feasibility, complexity, dependency, risk and effort input into the AI use-case intake and prioritisation process.
• Recommend improvements to solution quality, operational efficiency and employee self-service outcomes.

Minimum Requirements:

• Minimum three years of hands-on ServiceNow platform engineering, development or administration experience.
• Practical experience in at least two of the following: Now Assist or other generative AI capabilities on ServiceNow; Virtual Agent, conversation design or natural language understanding; AI Agent Studio or agentic workflows; Flow Designer, Integration Hub or Orchestration; Microsoft Copilot, Copilot Studio or Microsoft 365 integration.
• Demonstrated delivery of at least one AI, automation, self-service or workflow use case from design through testing and controlled production deployment.
• Experience with JavaScript, Glide APIs, ServiceNow tables, access controls, business rules, client scripts, script includes and application promotion.
• Experience troubleshooting platform configuration, workflow, integration or production-support issues.
• Exposure to prompt design, evaluation, AI output testing or conversational experience design.
• Experience working within formal change, security, privacy and release-management controls.
• Relevant diploma, degree or demonstrable equivalent technical experience.
• ServiceNow Certified System Administrator, or commitment to obtain it within an agreed period.
• Demonstrated ServiceNow platform development, configuration or engineering experience.

Advantageous

• ServiceNow Certified Application Developer.
• Current ServiceNow Now Assist, Virtual Agent, AI Agent or agentic workflow training or accreditation.
• Microsoft Azure AI Fundamentals, AI-102 or equivalent AI certification.
• ServiceNow Integration Hub or application-development credentials.
• Microsoft Copilot Studio or Power Platform certification.
• ITIL 4 Foundation.

Skills

• Action Planning, Application Development, Business Process Design, Computer Literacy, Data Management, Data Modeling, Evaluating Information, Identifying Customer Needs, Information Technology (IT) Support, Market Analysis, Oral Communications, Product Development, Technical Support, Technical Troubleshooting, Test Case Management, User Requirements Documentation, Web Development

Competencies

• Action Oriented
• Collaborates
• Communicates Effectively
• Cultivates Innovation
• Customer Focus
• Decision Quality
• Ensures Accountability
• Manages Complexity

Education

• NQF Level 7 - Degree, Advance Diploma or Postgraduate Certificate or equivalent

Closing Date

25 August 2026 , 23:59