10+ years in technology; 6+ years hands-on ServiceNow; 2+ years Now Assist /
generative AI
You will be the senior AI specialist across our forward-deployed ServiceNow pods, embedded onsite with
enterprise clients. Our Architects identify where AI can transform work; you design, build, govern and scale
the Now Assist and AI Agent solutions that make it real.
This role needs deep, end-to-end ServiceNow experience, not just AI. You have implemented, upgraded and
stabilized the platform across multiple modules, so you know how AI fits into real data, real workflows and
real CMDB quality.
This is a hands-on, client-facing role. You will demo AI capabilities to business leaders, separate real value
from hype, and take AI use cases from idea to production to measurable adoption.
What you'll do
You own AI delivery end to end: discovery, design, build, testing, go-live, governance and adoption.
1. Discovery and AI use-case strategy
• Run AI art-of-the-possible sessions and live demos for business leaders, LOB owners and IT executives.
• Assess platform readiness: data quality, CMDB/CSDM health, knowledge base quality, licensing and
Now Assist entitlements.
• Build prioritized AI use-case backlogs with value estimates, effort, risk and adoption plans.
• Support pre-sales with demos, proofs of concept, solution narratives and estimates.
2. AI solution design and build
• Design and implement Now Assist skills across ITSM, HRSD, CSM, ITOM, SecOps, SPM and custom
workflows (summarization, generation, AI Search, Virtual Agent).
• Build AI Agents and agentic workflows in AI Agent Studio; build custom skills with Now Assist Skill Kit.
• Integrate external LLMs and AI services; apply MCP and agent-to-agent patterns as the platform
supports them.
• Design retrieval and grounding on knowledge, catalog, case and CMDB data.
3. Platform engineering across the full ServiceNow stack
• Configure and extend core modules: ITSM (Incident, Problem, Change, Request, Knowledge), ITOM
(Discovery, Service Mapping, Event Management), HRSD, CSM and SecOps.
• Build scoped applications, Flow Designer flows, IntegrationHub spokes, business rules, script includes,
client scripts and UI policies.
• Build REST/SOAP integrations with enterprise systems (Workday, SAP, Salesforce, Azure AD/Entra, Jira,
monitoring tools).
• Lead or support platform upgrades, instance health checks, performance tuning and technical debt
cleanup.
• Use ATF, update sets, and CI/CD pipelines for disciplined release management.
4. Governance and responsible AI
• Set up AI Control Tower and AI governance: guardrails, data privacy, PII masking, access controls and
audit trails.
• Define evaluation approaches for AI quality, accuracy, hallucination and risk; monitor performance
after go-live.
• Align AI controls with client security, risk, compliance and ISO/IEC 42001-style frameworks.
• Lead root cause analysis for AI output issues, model behavior and data-quality problems.
5. Go-live, adoption and value tracking
• Plan pilots, phased rollouts, hypercare and handover to client run teams.
• Track adoption and value with Performance Analytics dashboards (deflection, handle time, MTTR,
agent productivity).
• Write design documents, governance policies, evaluation reports, runbooks and RCA findings.
6. Leadership and enablement
• Act as senior technical authority on AI across pods; review designs and code from Leads and
Developers.
• Coach teams on Now Assist, AI Agent and platform build patterns.
• Build reusable AI accelerators, prompt libraries and delivery playbooks for the practice.
Required qualifications
• 10+ years in technology, with a minimum of 6 years hands-on ServiceNow implementation and
development.
• 2+ years implementing Now Assist or generative AI solutions; at least two Now Assist or AI Agent use
cases delivered into production.
• Hands-on delivery across at least three of: ITSM, ITOM, HRSD, CSM, SecOps, IRM/GRC, SPM, Field
Service Management.
• At least 3 full-lifecycle ServiceNow implementations (discovery to hypercare) and at least 2 major
platform upgrades.
• Strong experience with CMDB and CSDM design, data quality and Discovery/Service Mapping.
• Strong JavaScript and Glide API skills; Flow Designer, IntegrationHub, scoped apps and REST
integrations.
• Solid grasp of LLM concepts: prompting, retrieval, grounding, evaluation and guardrails.
• Working knowledge of AI governance, data privacy and responsible-AI practices.
• Experience leading or mentoring technical teams of 4+ engineers in client-facing delivery.
• Able to work onsite at client locations in the US and travel as required; authorized to work in the
United States.
Nice to have
• Moveworks experience (strong plus).
• Experience in regulated industries: banking, financial services, pharma or healthcare.
• Agile / SAFe delivery experience and ServiceNow Platform Ownership or Center of Excellence setup.
Certifications
Required (active)
• Certified System Administrator (CSA)
• Certified Application Developer (CAD)
• At least one Now Assist suite certification: Now Assist for ITSM, HRSD or CSM
• At least one Certified Implementation Specialist (CIS): ITSM, HR, CSM, Discovery, or Service Mapping
Good to have (ServiceNow certifications)
• Certified Implementation Specialist (CIS) – IT Service Management
• CIS – HR Service Delivery
• CIS – Customer Service Management
• CIS – Discovery
• CIS – Service Mapping
• CIS – Event Management
• CIS – Data Foundations (CMDB and CSDM) (CIS-DF)
• CIS – Vulnerability Response
• CIS – Security Incident Response
• CIS – Risk and Compliance
• CIS – Strategic Portfolio Management
• CIS – Field Service Management
• Additional Now Assist suite certifications (beyond the one required): Now Assist for ITSM, HRSD, CSM
• ServiceNow micro-certifications: AI Agents, AI Control Tower, Predictive Intelligence, Virtual Agent,
Flow Designer, IntegrationHub, Automated Test Framework, Performance Analytics
• Certified Technical Architect (CTA) or Certified Master Architect (CMA), or progress toward either
Good to have (other)
• A cloud AI credential: Azure AI Engineer, AWS Machine Learning, or Google Cloud ML Engineer
• ISO/IEC 42001 or similar AI-governance training
Technical skills
Area
Skills
ServiceNow AI
Now Assist, Now Assist Skill Kit, AI Agent Studio, AI Control Tower, AI Search,
Virtual Agent, Predictive Intelligence, Document Intelligence
ServiceNow modules
ITSM, ITOM (Discovery, Service Mapping, Event Management), HRSD, CSM,
SecOps, IRM/GRC, SPM, FSM
Platform
Flow Designer, IntegrationHub, Workflow Studio, scoped apps, Service Portal /
Employee Center, UI Builder, Performance Analytics, ATF
Data
CMDB, CSDM, IRE, data import and transform maps, data quality and governance
AI concepts
Prompt design, retrieval-augmented generation, grounding, evaluation, guardrails,
agentic patterns, MCP
Engineering
JavaScript, Glide APIs, REST/SOAP, Python basics, CI/CD for ServiceNow, instance
and upgrade management
Security
Roles and ACLs, data privacy, encryption, audit, SSO/SAML
Communication and leadership
• Explains AI capabilities and limits plainly to business leaders, without jargon or hype.
• Writes clear AI design documents, governance policies, evaluation reports and RCA findings.
• Runs live demos with confidence and handles skeptical questions from executives, security and risk
teams.
• Coaches technical teams through new build patterns and sets quality standards across pods.
• Builds trusted-advisor relationships with client sponsors and owns difficult conversations.
