Job role: FDE ServiceNow – Senior AI / Now Assist Engineer
Location: Remote
Type: W2
Role snapshot Item Detail Title FDE ServiceNow – Senior AI / Now Assist Engineer Experience 10+ years in technology; 6+ years hands-on ServiceNow; 2+ years Now Assist / generative AI Location Remote / Hybrid / Onsite (depends on the location) Employment type Full-time Reports to
About the role
FDE – ServiceNow Architect (shared across pods) 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.
