Senior Staff AI Implementation Engineer

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

Who we are

We are a team composed of crossfunctional SMEs from ATG Platform Business Units Customer Outcomes and multiple customerfocused 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 customerdriven innovation within the Platform Product team.

Whats our purpose

Accelerate value realization of AIpowered workflows by customers at scale.

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 multilanguage 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.
  • Such products include all Now Assist Capabilities like LLMpowered VA Topic flows conversational catalogs AI Search (with Q&A) and many other latest applications.
  • 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 prerelease 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 onground 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 highquality 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 problemsolver with experience handling integrations with various systems and building applications on the platform to solve business problems.
• You should be wellversed 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:
  • Preferred expertise with integrations and Integration Hub.
  • Preferred experience with any AI solution like Virtual Agent flows AI Search Predictive Intelligence IAR TI etc.
  • 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 models performance.
• Understand the use cases from customers and chalk out a logical and technical solution to address the objective.

Communication Skills

• Strong customerfacing 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 customercentric mindset enabling you to navigate cultural diversity effectively.
• A track record of achieving ambitious goals in fastpaced 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 customerfacing technical role.
• You have a proven track record of driving deployments with large Enterprise companies with multiple stakeholders preferably AIbased 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.

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FD21

Not sure if you meet every qualification We still encourage you to apply! We value inclusivity welcoming candidates from diverse backgrounds including nontraditional paths. Unique experiences enrich our team and the willingness to dream big makes you an exceptional candidate!

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by law. In addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact  for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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