Senior Staff AI Implementation Engineer at ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Join our AI Solution Success team within the Platform Product organization. Dive into customer-facing and internal projects alongside seasoned professionals. Contribute to cutting-edge innovations that drive business growth. Our global team fosters collaboration and shares best practices. If youre a results-driven problem solver who likes to dream big, join us in crafting scalable AI solutions!

Who we are?

We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes, and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer-driven innovation within the Platform Product team.

What we do?

Work with early adopters (customers) to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. Well create practical implementation guides to support new implementations, boost adoption, and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multi-language Natural Language Understanding (NLU), AI search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and most recently, Generative AI with customers.

What you get to do in this role:

• You will implement AI products on the Now platform for our early adopter customers hands on.

o Such products include all Now Assist Capabilities like LLM-powered VA Topic flows, conversational catalogs, AI Search (with Q&A) and many other latest applications.

o You will also be expected to learn and support customers with existing AI products like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, and other upcoming capabilities before/after they hit the market. These capabilities may include classical Machine Learning Algorithms or Deep Learning based models like LLMs.

• You will be expected to learn about the newly released and pre-release features by getting your hands dirty and diving deep into the products. You will become an expert at implementing AI Solutions for various customers.

• You will debug and find quick workarounds for issues that are solvable on customer instances.

• Act as an SME to solve complex user issues related to AI solutions.

• You will not only validate these newly introduced products, but also work alongside other teams to help them quickly make improvements to the product. Help with getting product feedback to product and engineering teams to continually improve and expand product capabilities, features, and interoperability in consideration of customer needs and requirements. You will bring the on-ground issues faced by customers to the table.

• Help define best practices to build and use AI products and various AI testing tools with customers and educate the team. Such tools may involve auto conflict detection, automation discovery, topic recommendation, batch testing tools, or generative AI tools.

• Analyze metrics to continuously measure the quality and E2E experiences of AI solutions with actionable insights.

• Prepare technical deliverables for customers in a consistent, high-quality, and timely manner.

• Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team. You will be hands on resolving issues for customers as you work live with engineering teams.

Qualifications

To be successful in this role you have:

Technical Skills

Must Haves:

• Experience and fluency with ServiceNow Workflows and Flow Designer.

• Expertise with ServiceNow scripting (Glide JavaScript) with knowledge of best practices and an understanding of why those are recommended. You should be thorough with Business Rules, Script Includes, Scheduled Jobs, Client Scripts, UI Policies.

• You should have great command of Now Platform building blocks like forms, tables, app development, update sets, instance upgrades, and provisioning.

• Passionate and persistent technical problem-solver with experience handling integrations with various systems and building applications on the platform to solve business problems.

• You should be well-versed in the art of debugging on the platform.

Good to have:

• We would like to dive deep into as many of the following areas as you have worked on:

o Preferred expertise with integrations and Integration Hub.

o Preferred experience with any AI solution like Virtual Agent flows, AI Search, Predictive Intelligence, IAR, TI, etc.

o Preferred expertise with Performance Analytics Reporting (PAR).

• Preferred knowledge of either Python or Java.

• Preferred experience with performing analysis using MS Excel or other analytical tools.

Analytical Skills

• Understand Customer data by using analytical tooling and identify top issues that need to be automated.

• Preferred that you understand AI model basics and have an idea about how to measure a model’s performance.

• Understand the use cases from customers and chalk out a logical and technical solution to address the objective.

Communication Skills

• Strong customer-facing communication skills with sharp analytical skills to clearly identify the root cause of issues in products.

• Identify product improvement opportunities, initiate discussions with internal teams, and carry forward the initiatives to completion.

• Work with customers through their product adoption journey and provide guidance for maintenance of the product.

Soft Skills:

• Strong communication skills, both written and verbal, with a focus on active listening and effective contribution.

• The capability to influence and provide consultation by presenting various options with their respective advantages, disadvantages, and associated risks. Such discussions would involve solving technical or business problems alike.

• Interpersonal abilities coupled with a customer-centric mindset, enabling you to navigate cultural diversity effectively.

• A track record of achieving ambitious goals in fast-paced and innovative settings.

• Experience in documentation and presentation, particularly in supporting customer workshops and producing technical reports and tutorials.

• Adaptability to collaborate across different time zones on a global scale.

What you will bring

• Minimum of 12+ years of relevant work experience in a customer-facing technical role.

• You have a proven track record of driving deployments with large Enterprise companies with multiple stakeholders -- preferably AI-based products.

• You are confident in your programming proficiency in Java or JavaScript and enjoy thinking about business problems at a high level.

• You have a passion for discovering customer use cases, identifying gaps, and resolving issues in the product.