Senior Manager – Virtual Agent and AI


Hyderabad, Telangana, India


Product Management

Sep 22

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,400+ customers, we serve approximately 80% of the Fortune 500, and we're on the 2021 list of FORTUNE World's Most Admired Companies®. 

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

Emerging Technology Group (ETG) is an IT research & development organization that drives innovation through experimentation on Now Platform, and exploration of new technologies

The ETG team is growing rapidly and we are looking for someone to lead a team of engineers focused on creating an intelligent employee experience with the passion to solve complex business problems through machine learning and artificial intelligence, and who consistently strives for the continuous betterment of their work. We are seeking a Sr Manager for our Software Development team.

What you get to do in this role:  

  • Advance team's engineering craftsmanship and drive continued scientific innovation as a thought leader and practitioner.
  • Develop engineering roadmap, execute the strategy, and foster cross-team collaboration to execute complex projects.
  • Perform hands-on data analysis, build machine-learning models, run regular A/B tests, and communicate the impact to senior management.
  • Hire and develop top talents, provide technical and career development guidance to both scientists and engineers in the organization.

About You:

  • Extensive, progressive experience in Data Science, Machine Learning, & Artificial Intelligence and Servicenow Platform
  • Exceptional project management and stakeholder engagement skills
  • Act as an SME to solve complex user issues related to AI solutions and VA conversational flows. You will become an expert at developing solutions involving chatbot conversations with rich content and tailored experiences across various channels, AI Search configuration serving many applications, etc.
  • Define best practices to build and use AI products and various AI testing tools. Such tools may involve recommendation engine, smart nudges etc.
  • Proven hands-on experience building predictive models in Python or equivalent platform
  • Experience leading teams in DevOps and agile environment
  • Understanding of modern architectural best practices
  • Solid track record of the innovative and fast-paced high-pressure environment; proven results in delivery
  • Ability to influence at all levels of the organization and across multiple domains
  • Passion for growing people and teams, and fostering their ever-greater success
  • A love of building elegant software and a passion for sharing that with others
  • Strong opinions on what constitutes “good code” and “bad code”
  • The ability to listen to other people's strong opinions (and even change yours occasionally)


To be successful in this role you have:

  • Bachelor's Degree or higher in Computer Science, Computer Information Systems, Software Engineering or Mathematics or equivalent experience
  • 12+ years of software development experience
  • 4+ years managing engineers
  • 2+ years of the solving real-world problems using machine learning
  • Servicenow development experience would be a huge plus

We provide competitive compensation, generous benefits, and an exciting atmosphere. We are a collaborative and merit driven team, where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers while

working with advanced technology and a talented development team, come join us


Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

All new employees hired in the United States are required to be fully vaccinated against COVID-19, subject to such exceptions as required by law. If hired, you will be required to submit proof of full vaccination or have an approved accommodation, by your start date. Visit our Candidate FAQ page to learn more.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.

Work personas

Work personas are categories that are assigned to employees depending on the nature of their work. Employees will fall into one of three categories: Remote, Flexible or Required in Office. 

Required in Office

A required in office work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office. This persona is required to work from their assigned workplace location 100% of the work week based on the business needs of their role.


A flexible work persona is defined as an employee who is contracted to work from or aligned to a ServiceNow-affiliated office and will work from their assigned workplace location roughly 3 days/week or less (generally around 40-60% of the work week). Flexible employees may choose to work the remaining working time from their workplace location or home. Flexible employees are required to work within their state, province, region, or country of employment.


A remote work persona is defined as an employee who performs their responsibilities exclusively outside of a ServiceNow workplace and is not contracted or aligned to a ServiceNow-affiliated office, including those whose place of work (pursuant to their terms and conditions of employment) is their home. Remote employees are required to work within their state, province, region, or country of employment.


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