AI Implementation Specialists

AI Implementation Specialist, Expert Services
Location(s): BLR/Chennai/Coimbatore & Hyderabad

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 AIs 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.