Software Engineering Manager

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Job Description

ServiceNow Agentic AI Senior Engineer

The Future Begins Here

At Takeda, we are leading digital evolution and global transformation. By building innovative solutions and future-ready capabilities, we are meeting the need of patients, our people, and the planet.

Bangalore, the city, which is India’s epicenter of Innovation, has been selected to be home to Takeda’s recently launched Innovation Capability Center. We invite you to join our digital transformation journey. In this role, you will have the opportunity to boost your skills and become the heart of an innovative engine that is contributing to global impact and improvement.

At Takeda’s ICC we Unite in Diversity

Takeda is committed to creating an inclusive and collaborative workplace, where individuals are recognized for their backgrounds and abilities they bring to our company. We are continuously improving our collaborators journey in Takeda, and we welcome applications from all qualified candidates. Here, you will feel welcomed, respected, and valued as an important contributor to our diverse team.

The Opportunity

We are seeking a ServiceNow Agentic AI Senior Engineer to design, build, customize, and optimize AI-powered agents and intelligent workflows on the ServiceNow platform.

This role will focus heavily on:

• Now Assist
• Agentic AI capabilities
• AI Agent Studio / AI Agent frameworks
• Prompt engineering
• AI orchestration
• Conversational experiences
• Enterprise AI integrations

The ideal candidate combines strong ServiceNow platform engineering expertise with practical experience implementing AI-driven workflows and autonomous/semi-autonomous AI agents.

You will work closely with Platform Architects, Enterprise Architects, Product Owners, Security teams, and business stakeholders to deliver scalable, governed, and enterprise-ready AI solutions.

Responsibilities

AI Agent Engineering

• Design, configure, and customize AI Agents within the ServiceNow platform.
• Build agentic workflows capable of:
  • reasoning
  • task execution
  • contextual decision-making
  • workflow orchestration
• Configure and extend:
  • Now Assist capabilities
  • AI Agent Studio
  • AI-powered skills and actions
  • conversational experiences

Now Assist Development

• Implement and customize:
  • Now Assist for ITSM
  • Now Assist for HRSD
  • Now Assist for CSM
  • Now Assist Skill Kits
• Configure summarization, content generation, recommendations, and intelligent assistance capabilities.
• Fine-tune prompts and AI interactions for business-specific use cases.

Prompt Engineering & AI Orchestration

• Develop and optimize prompts for enterprise workflows.
• Design AI orchestration flows involving:
  • tools
  • APIs
  • workflows
  • external systems
• Build human-in-the-loop AI experiences where approvals and compliance controls are required.
• Improve response quality, contextual relevance, and AI usability.

Platform Development & Integration

• Develop scalable ServiceNow solutions using:
  • Flow Designer
  • IntegrationHub
  • Script Includes
  • Business Rules
  • APIs
• Integrate ServiceNow AI capabilities with external LLM platforms where required:
  • OpenAI
  • Azure OpenAI
  • enterprise AI gateways
• Develop secure and performant AI integrations.

AI Governance & Responsible AI

• Ensure AI implementations align with:
  • Responsible AI principles
  • enterprise governance
  • security policies
  • compliance requirements (GxP, SOX)
• Implement:
  • auditability
  • explainability
  • role-based AI controls
  • human oversight mechanisms

Innovation & Emerging Technologies

• Evaluate emerging ServiceNow AI capabilities and roadmap features.
• Contribute to enterprise AI strategy and experimentation initiatives.
• Identify opportunities to improve productivity through AI automation.

Performance & Optimization

• Optimize AI agent performance, orchestration efficiency, and workflow execution.
• Troubleshoot AI response quality and workflow issues.
• Monitor AI solution adoption and effectiveness.

Collaboration & Leadership

• Collaborate with architects, developers, platform teams, and business stakeholders.
• Mentor junior developers on AI development best practices.
• Participate in architecture reviews and AI governance discussions.

Skills and Qualifications

• Bachelor’s degree or higher in Computer Science/Information technology; or relevant work experience.
• 6+ years of IT experience, 4+ years of ServiceNow development, 1+ years exposure to AI/GenAI implementations Ability to design and execute test cases using ServiceNow’s Automated Test Framework.
• Strong hands-on ServiceNow development experience.
• Deep understanding of: Flow Designer, IntegrationHub, Script Includes, APIs, ServiceNow platform architecture
• Strong JavaScript and scripting knowledge.
• Hands-on experience or strong exposure to: Now Assist, AI Agent Studio / Agentic AI capabilities, Prompt engineering, Conversational AI, AI orchestration patterns, AI-assisted workflows, Retrieval-Augmented Generation (RAG) concepts, LLM integration concepts
• Preferred Technical Exposure: OpenAI / Azure OpenAI integrations, AI Search, Virtual Agent, Workflow Data Fabric, Event-driven architecture

• Certifications (Preferred)
  • ServiceNow CSA – Required
  • ServiceNow CAD – Required
  • ServiceNow Certified Implementation Specialist – Preferred
  • AI-related certifications – Nice to have

What Takeda Can Offer You

• Takeda is certified as a Top Employer, not only in India, but also globally. No investment we make pays greater dividends than taking good care of our people.
• At Takeda, you take the lead on building and shaping your own career.
• Joining the ICC in Bangalore will give you access to high-end technology, continuous training and a diverse and inclusive network of colleagues who will support your career growth.

Benefits

It is our priority to provide competitive compensation and a benefit package that bridges your personal life with your professional career. Amongst our benefits are:

Competitive Salary + Performance Annual Bonus

• Flexible work environment, including hybrid working
• Comprehensive Healthcare Insurance Plans for self, spouse, and children
• Group Term Life Insurance and Group Accident Insurance programs
• Health & Wellness programs including annual health screening, weekly health sessions for employees.
• Employee Assistance Program
• 5 days of leave every year for Voluntary Service in additional to Humanitarian Leaves
• Broad Variety of learning platforms
• Diversity, Equity, and Inclusion Programs
• No Meeting Days
• Reimbursements – Home Internet & Mobile Phone
• Employee Referral Program
• Leaves – Paternity Leave (4 Weeks), Maternity Leave (up to 26 weeks), Bereavement Leave (5 days)

About ICC in Takeda

• Takeda is leading a digital revolution. We’re not just transforming our company; we’re improving the lives of millions of patients who rely on our medicines every day.
• As an organization, we are committed to our cloud-driven business transformation and believe the ICCs are the catalysts of change for our global organization.

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