ServiceNow AI Implementation Specialist

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 AI's 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.