Role Title: AI (Service NOW) Knowledge Engineer SpecialistLocation: Sydney CBDStart Date: ASAPDuration: Initial 6 Months with high possibility of extensionWorking Flexibility: Hybrid We’re seeking an AI Knowledge Engineer Specialist to join our team and drive innovation at the intersection of AI, automation, and knowledge management. In this role, you’ll be instrumental in identifying and closing knowledge gaps across our ServiceNow knowledgebase using cutting-edge AI tools. You’ll work with technologies like Microsoft Copilot Studio, Azure OpenAI, and GenAI ChatBot to automate and optimise content creation, classification, and discovery—ensuring a seamless knowledge experience for users. Is innovation part of your DNA? Do you want to enable a connected future for people, organizations, and society? Join our growing global NTT team and you’ll be part of the world’s largest ICT company (by revenue). We’ve combined the capabilities of 28 remarkable companies to become one, leading technology services provider. Together, we help our people, clients, and communities do great things with technology to create a more secure and connected future. We employ 40,000 people across 57 countries. By bringing together the world’s best technology companies and emerging innovators, we work together to deliver sustainable outcomes to businesses and the world. Innovation is part of our DNA. We believe it’s key to what makes us different. So, we strive to move forward, challenge the status quo, and drive excellence through the technologies we integrate and the services we deliver around the world. The result is connected cities, connected factories, connected healthcare, connected agriculture, connected conservation, connected mobility, and connected sport. Together we enable the connected future. Key ResponsibilitiesIdentify and analyse knowledge gaps using AI-driven techniques across ServiceNow and related platforms.Design and implement automated content pipelines for drafting, tagging, and classification.Develop AI-assisted workflows for generating and updating knowledge articles and FAQs.Integrate Microsoft Copilot Studio, Azure OpenAI, and GenAI ChatBot to enhance knowledge discovery and chatbot performance.Collaborate with SMEs to validate and approve AI-generated content.Ensure alignment with knowledge governance standards and lifecycle management.Optimise self-service capabilities through intelligent search and retrieval-augmented generation (RAG). Skills & ExperienceStrong experience with ServiceNow Knowledge Management.Proven expertise in Azure OpenAI, Microsoft Copilot Studio, and conversational AI frameworks.Solid background in NLP, prompt engineering, and LLM-based systems.Proficiency in automation tools such as Power Automate and API integrations.Understanding of knowledge lifecycle management and governance.Familiarity with enterprise and semantic search technologies.Coding skills in Python, PowerShell, or JavaScript for AI and automation integration. Questions? Reach out: kumar.kuchipudi@global.ntt
