ServiceNow Expert Services team aims to help customers achieve their business outcomes by providing prescriptive guidance, driving consumption, adoption, and customer satisfaction on the ServiceNow platform.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- At least 4 years of configuration/development experience for complex, highly-capable, technologies – inclusive of integrations and portals
- Experience with Web Technologies (XML, HTML, JavaScript, Web Services, Bootstrap, CSS, middleware, LDAP, SSO, etc.) and working with SaaS technologies
- Understanding of AI Models, Deep Learning Models, and Large Language Models with a focus on Generative AI
- Experience with ServiceNow’s Predictive/Task Intelligence, AI Search, and Virtual Agent is highly valued
- Strong understanding and ability to consult on data compliance standards such as PII/PHI
- Certified System Administrator (required or must achieve within the first 60 days)
Responsibilities
- Be the technical expert on the ServiceNow platform, while advising customers on leveraging configurations vs. Customizations
- Support the engagements efforts for Customer Service-specific process definition, re-engineering, improvement and gap analysis of current/future-state processes during workshops with key customer sponsors and stakeholders
- Lead customer design workshops focused on ServiceNow Platform and Customer and Industry Workflow Solution technology
- Guiding customers through the ServiceNow capabilities during different parts of the engagement; knowledge transfers, process documentation, proof of concepts, architectural documentation
- Drafting and reviewing user stories, their acceptance criteria, testing strategy and knowledge transfer while supporting customers in reviewing and approving them
- Perform hands on development on the ServiceNow platform leveraging all ServiceNow technologies and capabilities; Flow Designer, REST, JavaScript, HTML, CSS, SSO, Mid-servers, and more
- Implement the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities for various customers
Other
- Up to 50% travel annually, driven by customer needs and internal meetings
- Demonstrated ability to influence and consult (providing options with pros, cons and risks) in a customer service environment, while providing thought leadership to Customer Service sponsors/stakeholders in solving business process and/or technical problems
- Strong interpersonal skills, customer-centric attitude, ability to deal with cultural diversity
- Ability to gain and maintain certifications
- Active Secret Clearance is required
