ServiceNow AI Implementation Specialist

ServiceNow AI Implementation Specialist

Location(s): Remote, USA

Role Responsibilities:

Deploy and configure Now Assist capabilities including Generative AI, AI Agents, Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence across customer instances.

Translate AI Transformation Architect blueprints into working configurations, integrations, and workflows following ServiceNow best practices.

Rapidly prototype and iterate on AI use cases in alignment with customer-defined success metrics.

Drive measurable AI adoption outcomes including active user rates, workflow automation coverage, and time-to-value for Now Assist features.

Partner with AI Transformation Architects to execute customer-specific AI adoption roadmaps, sprint plans, and go-live checklists.

Facilitate customer workshops, enablement sessions, and hands-on training to build AI literacy and sustained usage.

Surface and escalate adoption blockers technical, organizational, or behavioral and recommend targeted interventions.

Serve as the on-the-ground technical expert for AI-related questions, issues, and guidance across the customer lifecycle.

Act as SME alongside AI Transformation Architects in customer steering meetings, executive briefings, and QBRs.

Identify, debug, and advise on configuration conflicts, data gaps, or architecture issues that block AI activation.

Document customer configurations, AI use case outcomes, and lessons learned to contribute to AI Adoption Team knowledge base and repeatability.

Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI s potential impact on the function or industry.

Qualifications:

7+ years of ServiceNow configuration and implementation experience, with demonstrated hands-on AI feature deployments.

Hands-on experience deploying one or more of the following: Now Assist (GenAI), AI Agents, Virtual Agent, NLU, AI Search, Task Intelligence, or Document Intelligence.

Understanding of AI/ML concepts including Large Language Models (LLMs), prompt engineering, and Generative AI particularly in enterprise workflow contexts.

Minimum 2 active ServiceNow CIS certifications; ServiceNow Certified Application Developer (CAD) preferred.

Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in a complex and varied customer environment, while providing thought leadership to customer sponsors and stakeholders in solving business process and/or technical problems.

Proven ability to translate customer business requirements into working platform configurations and deliver against sprint-based timelines.

Experience with ServiceNow platform capabilities including Flow Designer, Integration Hub, Studio IDE, APIs, and Automated Test Framework to support AI data flows and configurations.

Strong communication skills able to explain technical concepts to non-technical stakeholders and lead enablement sessions confidently.

Experience with AI adoption frameworks and change management methodologies preferred.

Knowledge of enterprise AI governance, data privacy considerations, and responsible AI practices preferred.

Experience with data management, database design, and database concepts.

Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.

Proven ability to mentor junior consultants or lead technical workstreams.

Analytical and problem-solving abilities with a keen eye for detail.

Good presentation and report-writing skills.

Up to 30% travel annually.