ServiceNow AI / Now Assist Specialist

Role Summary

Design, configure, and operationalize ServiceNow AI capabilities, including Now Assist, AI Agents, AI Search, Predictive Intelligence, and AI-enabled workflows, with strong governance and measurable outcomes.

Key Responsibilities

• Configure and implement Now Assist skills (e.g., summarization, resolution notes, content generation) across ITSM, CSM, HRSD, and other workflows using the Now Assist Admin console.
• Build and tune custom skills with Now Assist Skill Kit, and design agentic workflows with AI Agent Studio where licensed.
• Configure AI Search, Virtual Agent with Now Assist, and Predictive Intelligence (classification, similarity, clustering).
• Integrate approved external LLMs through the Generative AI Controller where required.
• Improve knowledge base quality and structure to support grounded, accurate AI responses.
• Establish testing, evaluation, guardrails (e.g., Now Assist Guardian), security, data privacy, and human-review practices.
• Identify and prioritize AI use cases; measure adoption, accuracy, deflection, productivity, and business outcomes.
• Partner with platform architects, security, data, and business teams on responsible AI implementation.

Required Qualifications & Skills

• 3+ years of ServiceNow platform experience, including 1+ year hands-on with Now Assist or generative AI capabilities.
• Understanding of generative AI, LLM concepts, prompt design, retrieval-augmented generation (RAG), and evaluation methods.
• Experience with ServiceNow automation (Flow Designer, IntegrationHub), APIs, and scripting.
• Strong understanding of security, data privacy, and AI governance considerations.

Preferred Qualifications

• CSA and relevant ServiceNow Now Assist / AI micro-certifications or learning paths.
• Experience with enterprise AI platforms (e.g., Azure OpenAI, AWS Bedrock) and RAG patterns.
• Experience with Predictive Intelligence model training and Performance Analytics.

Level & Experience
We are hiring at multiple levels; final level/salary is based on interview performance.

• L2 (3-5 yrs): Independently configures Now Assist skills, AI Search, Virtual Agent and Predictive Intelligence in existing workflows.
• L3 (5-8 yrs): Leads AI workstreams, builds custom skills and AI agents, and owns evaluation, guardrails and adoption metrics.
• L4 (8+ yrs): Defines AI strategy, governance and roadmap on the platform, and advises security, data and client leadership.

General Expectations

• Work effectively in Agile/Scrum or hybrid delivery environments and collaborate with distributed, multi-time-zone teams.
• Produce clear technical/functional documentation and follow established development, security, change, and release standards.
• Communicate effectively with technical teams, business stakeholders, and client leadership.
• Support production issues, releases, or scheduled activities outside standard business hours when required by the engagement.