ServiceNow Specialist

ServiceNow Specialist (AI/Automation, Power Platform) 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 ChungNature: 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. #J-18808-Ljbffr