AI Service Now Engineer

Experience : 8 to 10 Years experience

• Dynamic team of implementation developers as we enhance our AI capabilities. Part of your role will be to define and implement AIrelated products including conversational flows to solve complex user issues with ease.
• Experiment with the latest ServiceNow AI offerings like Virtual Agent NLU AI Search Issue Auto Resolution Task Intelligence Document Intelligence Generative AI 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.
• Explore deep learningbased AI products in terms of their architecture and complete product perspective. You are at the forefront of implementing solutions like conversational flows that are powered by NLU models or Now Assist skills powered by LLMs alike.
• Act as an SME to solve complex user issues related to AI solutions. You will become an expert at implementing the aforementioned AI Solutions for various customers. 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 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.
• Advocate best practices for AIbased ITSM/HR/CSM solutions.
• Prepare technical deliverables for customers in a consistent highquality and timely manner.
• Support the team with feedback to product teams to continually improve and expand product capabilities features and interoperability in consideration of customer needs and requirements. You will bring the onground issues faced by customers to the table.
• Work closely with internal stakeholders to ensure appropriate escalation of technical support issues.
• Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team.