AI Implementation Specialist

Role & responsibilities

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 customerdefined 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