Role : ServiceNow Generative AI Consultant
Job location : Remote
Role Summary
We are seeking an experienced ServiceNow AI Adoption Consultant with deep expertise in ServiceNow platform implementation, AI-enabled workflows, and enterprise transformation initiatives. The ideal candidate will lead the deployment and adoption of Now Assist and ServiceNow AI capabilities, helping customers accelerate business outcomes through Generative AI, automation, and intelligent workflow solutions.
This role combines technical implementation, AI solution architecture support, customer enablement, and strategic AI adoption consulting. The candidate will work closely with AI Transformation Architects, business stakeholders, and technical teams to deliver scalable AI-powered ServiceNow solutions.
Key Responsibilities
ServiceNow AI Implementation & Configuration
Deploy, configure, and optimize ServiceNow AI capabilities including:
Now Assist
Generative AI (GenAI)
AI Agents
Virtual Agent
Natural Language Understanding (NLU)
AI Search
Issue Auto Resolution
Task Intelligence
Document Intelligence
Configure workflows, integrations, and automation solutions based on customer requirements and ServiceNow best practices.
Translate AI Transformation Architect designs and blueprints into production-ready implementations.
Build and maintain scalable AI-enabled ServiceNow solutions across multiple customer environments.
Leverage Flow Designer, Integration Hub, APIs, Studio IDE, and Automated Test Framework (ATF) to support AI-driven business processes.
AI Adoption & Transformation
Execute customer-specific AI adoption strategies and roadmaps.
Drive measurable AI success metrics, including:
Active user adoption
Workflow automation coverage
Productivity improvements
Reduction in manual effort
Time-to-value for AI initiatives
Rapidly prototype and validate AI use cases aligned with business objectives.
Identify opportunities to expand AI adoption across ITSM, CSM, CMDB, DevOps, and Connected Operations workflows.
Customer Engagement & Enablement
Conduct workshops, discovery sessions, and AI enablement programs.
Provide hands-on training and knowledge transfer to customer teams.
Present AI capabilities, use cases, and business value to technical and non-technical stakeholders.
Participate in executive briefings, steering committee meetings, and Quarterly Business Reviews (QBRs).
Serve as a trusted advisor and Subject Matter Expert (SME) throughout the customer lifecycle.
Technical Consulting & Problem Resolution
Analyze and troubleshoot configuration conflicts, integration issues, and AI activation challenges.
Identify data quality gaps, CMDB concerns, and platform limitations affecting AI performance.
Recommend implementation alternatives with associated risks, advantages, and business impact.
Escalate adoption blockers and provide actionable remediation strategies.
Support governance, security, compliance, and responsible AI practices within customer environments.
Knowledge Management & Leadership
Document customer configurations, deployment patterns, lessons learned, and AI adoption outcomes.
Contribute to reusable assets, accelerators, and implementation best practices.
Mentor junior consultants and lead technical workstreams.
Promote continuous improvement through innovation and emerging AI capabilities.
Required Qualifications
Experience
Proven years of hands-on ServiceNow implementation and configuration experience.
Proven experience deploying ServiceNow AI capabilities in enterprise environments.
Strong background delivering projects using Agile and sprint-based methodologies.
Experience translating business requirements into scalable ServiceNow solutions.
ServiceNow Expertise
Hands-on experience with one or more of the following:
Now Assist
Generative AI (GenAI)
AI Agents
Virtual Agent
NLU
AI Search
Task Intelligence
Document Intelligence
Predictive Intelligence
Platform Capabilities
Strong expertise in
ServiceNow ITSM
Flow Designer
Integration Hub
Studio IDE
Scripted APIs
Business Rules
Service Catalog
Automated Test Framework (ATF)
Service Portal / Employee Center
AI & Automation Knowledge
Understanding of AI/ML concepts and enterprise AI adoption.
Experience with:
Large Language Models (LLMs)
Prompt Engineering
Generative AI Applications
AI-assisted workflow automation
Familiarity with enterprise AI governance and responsible AI frameworks.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, citizenship status, age, disability, genetic information, protected veteran status, or any other characteristic protected by applicable law.
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