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Job Title: ServiceNow & AI Solutions Specialist

Location: Pune

Reports To: Head of IT Service Management

Role Type: Full-Time

Role Overview

The ServiceNow & AI Solutions specialist will lead the strategy, delivery, and continuous improvement of ServiceNow platforms and AI-driven automation initiatives within the organization. This role requires a strong combination of ServiceNow expertise, AI/ML implementation skills, and people/technical leadership. The incumbent will play a key role in transforming IT Service Management (ITSM) through intelligent automation, workflow optimization, and platform governance.

Key Responsibilities

ServiceNow Ownership & Delivery

Lead end-to-end design, development, deployment, and enhancement of ServiceNow modules (ITSM, ITOM, ITAM, HRSD, CSM, etc.).Define and maintain ServiceNow governance, best practices, coding standards, and development guidelines.Manage integrations between ServiceNow and other enterprise systems.Drive functionality upgrades, performance optimization, and health assessments.Oversee vendor partners, developers, and cross-functional teams involved in ServiceNow projects.

AI & Automation Leadership

Architect and implement AI/ML solutions that enhance ITSM processes (e.g., predictive analytics, intelligent ticket routing, anomaly detection).Lead automation initiatives using AI, ServiceNow Virtual Agent, GenAI, and workflow orchestration.Evaluate and integrate AI-based tools such as chatbots, LLM-powered solutions, RPA, and AIOps.Conduct use-case assessments to identify opportunities for intelligent automation and process optimization.

Team & Stakeholder Management

Lead and mentor a virtual team of external and TMICC ServiceNow and AI specialists, developers, and functional consultants.Partner with business stakeholders to translate requirements into scalable platform solutions.Collaborate with IT leadership to drive digital transformation and continuous improvement initiatives.Ensure clear communication of platform capabilities, roadmaps, and project statuses.

Compliance, Security & Quality Assurance

Ensure platform compliance with internal security, audit, and regulatory requirements.Oversee testing, change management, and release management processes.Maintain robust documentation for designs, configurations, processes, and integrations.

Technical Skills

Required Qualifications & Skills

8-10 years of hands-on experience working with ServiceNow (at least 3+ years in a lead or managerial capacity).Strong expertise in ServiceNow modules such as ITSM, ITOM, CMDB, Discovery, Service Catalog, and Workflow Designer.Proven experience implementing AI/ML solutions and automation frameworks.Proficiency with ServiceNow Virtual Agent, GenAI capabilities, and integrations via REST/SOAP APIs.Good understanding of data engineering concepts, NLP, and AI model deployment (preferred).

Certifications (Highly Preferred)

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist (any module)ServiceNow Certified Application Developer (CAD) – preferredCertifications in AI/ML (Azure AI, Google Vertex AI, AWS Machine Learning, or equivalent)ITIL certification (Foundation or higher)

Leadership Skills

Excellent stakeholder engagement, team management, and project delivery capability.Strong analytical thinking, problem-solving, and decision-making skills.Ability to manage multiple priorities in a fast-paced environment.

Key Competencies

Strategic mindset with focus on innovationStrong communication and cross-functional collaborationProcess-oriented with attention to detailPassion for automation and digital transformationAbility to translate business challenges into technical solutions

ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?

TMICC embraces diversity and encourages applicants from all walks of life. This means giving full and fair consideration to all applicants and continuing development of all employees regardless of age, disability, gender reassignment, race, religion or belief, sex, sexual orientation, marriage and civil partnership, and pregnancy and maternity.

Interested candidates are invited to submit their resume and cover letter detailing their relevant experience and qualifications to TMICC’s career portal.

We take pleasure seriously. Join the Ice Cream team now!

TMICC

About The Magnum Ice Cream Company

With 19.000 expert ice cream colleagues and iconic brands like Wall’s, Cornetto and Ben & Jerry’s, loved in 76 countries, we are the world’s largest Ice Cream company leading the industry We have been taking pleasure seriously for more than 100 years, serving happiness with every lick or scoop of ice cream for generations.

About

The Magnum Ice Cream Company (formerly part of Unilever) is all about growth. Growing our business. Growing our customers’ businesses. Growing our people’s careers. Growth begins with empowerment. So we free our people to be innovative, responsible entrepreneurs, driven and equipped to give our consumers more amazing products and unforgettable moments – and having fun doing it. Here’s what defines success in our organization :

We are all about growth We operate with speed and simplicity We win together with fun We boldly innovate to disrupt our industry We care and challenge We are experts in the Ice Cream Category

ARE YOU EXCITED TO CRAFT THE ICE CREAM FUTURE?

Please apply online and do not forget to upload your CV. Your application will be reviewed against the requirements, and we will be in touch shortly after the closing date, with an update on the status of your application.