Note: The job is a remote job and is open to candidates in USA. Pomeroy is seeking an Artificial Intelligence Consultant to support the transformation of its global IT Service Desk through practical, scalable, and measurable AI solutions. The role focuses on designing and implementing AI, conversational automation, ServiceNow, and workflow solutions to improve self-service, reduce manual effort, and accelerate incident and request resolution. The consultant will also develop automation roadmaps, performance reporting, governance frameworks, and stakeholder enablement programs.
Responsibilities
- Assess current Service Desk processes, workflows, and ticket volumes (incidents, requests, self-service)
- Identify high-impact automation and AI use cases aligned to business outcomes (cost reduction, AHT, deflection, CSAT)
- Support AI & automation roadmap, including quick wins and mid/long-term opportunities
- Design and implement AI solutions using ServiceNow (Flow Designer, Virtual Agent, Integration Hub) and automations using Power Automate
- Build and optimize chatbot/conversational AI capabilities to drive self-service and reduce contact volume
- Develop automations for common Service Desk tasks (e.g., password resets, access provisioning, incident routing, knowledge surfacing)
- Standardization and streamline workflows across global Service Desk operations
- Introduce intelligent routing, triage, and knowledge recommendations leveraging AI
- Partner with IT teams (Infrastructure, Security, Workplace, Apps) to embed automation into end-to-end processes
- Support KPIs and success metrics (deflection rate, automation rate, AHT reduction, resolution time, cost per ticket)
- Build dashboards and reporting to track automation impact and ROI
- Use analytics to continuously refine and expand automation opportunities
- Establish automation governance (intake, prioritization, design standards)
- Create reusable frameworks and best practices for scaling automation globally
- Upskill internal teams on AI/automation tools, processes, and adoption
- AI & Automation opportunity assessment and prioritized backlog
- 6–12 month roadmap with measurable targets (e.g., 10–20% ticket reduction)
- Implemented automations and chatbot use cases (with documented results)
- KPI dashboard and reporting framework
- Governance model and operating playbook
- Deliver baseline assessment and automation roadmap
- Launch 3–5 high-impact automation use cases (quick wins)
- Establish KPI tracking and demonstrate early value (e.g., deflection or AHT reduction)
- Align cross-functional stakeholders on governance and execution model
Skills
- 5+ years in ITSM, Service Desk, IT Operations optimization and AI
- Proven experience implementing automation within ServiceNow (or comparable ITSM platforms)
- Hands-on experience with conversational AI / chatbot tools (e.g. ServiceNow Virtual Agent)
- Demonstrated success delivering measurable efficiency gains (cost reduction, ticket deflection, AHT improvement)
- ServiceNow (Flow Designer, Virtual Agent, scripting preferred)
- API integrations and workflow automation
- Data analysis and reporting (Power BI, ServiceNow Performance Analytics, or similar)
- Understanding of AI/ML use cases in IT operations
- Strong stakeholder management across global IT teams
- Ability to translate business needs into scalable technical solutions
- Comfortable operating in a complex, cross-functional environment
Benefits
- Flexible / Remote with global collaboration
Company Overview