Job Description

Assist in building and testing AI models for knowledge generation and resolution recommendation.Develop scripts and connectors for ITSM tool integration.Support data preparation and model training activities.Document workflows and assist in creating knowledge artifacts.Participate in validation workshops with SMEs.

Required Skills:

Exposure to LLMs and AIdriven automation.Basic understanding of ITIL processes and service desk operations. Knowledge of Python and API integration. Solid experience with LLMs, embeddings, RAG pipelines for IT Ops use cases.Strong Python coding skills with ability to build integrations, data pipelines, and automation scripts.Good understanding of ServiceNowJira integrations, scripted REST APIs, and ITSM data structures.Working knowledge of vector databases FAISSChromaPinecone and metadatabased retrieval.Ability to debug AI outputs, refine prompts, evaluate retrieval quality, and reduce hallucinations.Familiarity with ITIL processes incident, problem, change, knowledge and mapping AI workflows to them.Experience preparing and cleaning incident data, logs, and KB content for embeddings or model training.Awareness of security, data privacy, and safe AI usage in enterprise environments.

About Virtusa

Teamwork, quality of life, professional and personal development: values that Virtusa is proud to embody. When you join us, you join a team of 27,000 people globally that cares about your growth -- one that seeks to provide you with exciting projects, opportunities and work with state of the art technologies throughout your career with us.


Great minds, great potential: it all comes together at Virtusa. We value collaboration and the team environment of our company, and seek to provide great minds with a dynamic place to nurture new ideas and foster excellence.


Virtusa was founded on principles of equal opportunity for all, and so does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.