6+ years in the ServiceNow domain, with meaningful recent time spent building AI-enabled solutions in production
ServiceNow AI depth Now Assist, AI Agent Studio and AI Agent Orchestrator, Now Assist Skill Kit, AI Search, Predictive Intelligence, Document/Task Intelligence, Virtual Agent and NLU, AI Control Tower, and Generative AI Controller
Data foundation fluency Understands that AI outcomes track data quality; comfortable with Workflow Data Fabric, CMDB/CSDM health, knowledge governance, and taxonomy design as prerequisites rather than afterthoughts
Core-platform expertise Integrations, Integration Hub, Flow Designer, Service Portal, UI Builder and Workspaces, imports, plus an architecture mindset for performance, scalability, and clean upgrades
Hands-on coding Advanced JavaScript and Glide APIs, REST integration design and consumption, auth schemes, and data pipelines; strong vanilla JavaScript fundamentals with testing habits and version-control discipline
Applied AI craft Prompt engineering and iteration, retrieval and grounding patterns, tool/function calling, agent decomposition and orchestration, and a working grasp of where LLMs fail and how to contain it
Evaluation and measurement rigor Defines success metrics before building, tests systematically, and reports honest results including negative ones
Responsible AI judgment Practical command of data privacy, access control, auditability, bias and hallucination risk, and the governance conversations that come with them
Product depth Proven leadership in at least one suite beyond core ITSM and Service Portal
Collaborative mentor and lifelong learner Explains AI concepts simply to non-technical stakeholders, calibrates expectations against hype, and stays current in a space that changes quarterly
ServiceNow certifications CSA, CAD, CIS, and AI-related micro-certifications are welcome, though demonstrated hands-on expertise is valued more highly than credentials
Broader tech stack awareness Familiarity with LLM providers and APIs, vector search and RAG architectures, MCP, cloud platforms, DevOps toolchains, or analytics outside the ServiceNow ecosystem
