Role Responsibilities :

- Deploy and configure Now Assist capabilities including Generative AI, AI Agents, Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence across customer instances.

- Translate AI Transformation Architect blueprints into working configurations, integrations, and workflows following ServiceNow best practices.

- Rapidly prototype and iterate on AI use cases in alignment with customer-defined success metrics.

- Drive measurable AI adoption outcomes including active user rates, workflow automation coverage, and time-to-value for Now Assist features.

- Partner with AI Transformation Architects to execute customer-specific AI adoption roadmaps, sprint plans, and go-live checklists.

- Facilitate customer workshops, enablement sessions, and hands-on training to build AI literacy and sustained usage.

- Surface and escalate adoption blockers - technical, organizational, or behavioral - and recommend targeted interventions.

- Serve as the on-the-ground technical expert for AI-related questions, issues, and guidance across the customer lifecycle.

- Act as SME alongside AI Transformation Architects in customer steering meetings, executive briefings, and QBRs.

- Identify, debug, and advise on configuration conflicts, data gaps, or architecture issues that block AI activation.

- Document customer configurations, AI use case outcomes, and lessons learned to contribute to AI Adoption Team knowledge base and repeatability.

- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.

Qualifications :

- 4+ years of ServiceNow configuration and implementation experience, with demonstrated hands-on AI feature deployments.

- Hands-on experience deploying one or more of the following : Now Assist (GenAI), AI Agents, Virtual Agent, NLU, AI Search, Task Intelligence, or Document Intelligence.

- Understanding of AI/ML concepts including Large Language Models (LLMs), prompt engineering, and Generative AI - particularly in enterprise workflow contexts.

- Minimum 2 active ServiceNow CIS certifications; ServiceNow Certified Application Developer (CAD) preferred.

- Demonstrated ability to influence and consult in a complex and varied customer environment.

- Proven ability to translate customer business requirements into working platform configurations and deliver against sprint-based timelines.

- Experience with ServiceNow platform capabilities including Flow Designer, Integration Hub, Studio IDE, APIs, and Automated Test Framework.

- Strong communication skills - able to explain technical concepts to non-technical stakeholders and lead enablement sessions confidently.

- Experience with AI adoption frameworks and change management methodologies preferred.

- Knowledge of enterprise AI governance, data privacy considerations, and responsible AI practices preferred.

- Experience with data management, database design, and database concepts.

- Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.

- Proven ability to mentor junior consultants or lead technical workstreams.

- Analytical and problem-solving abilities with a keen eye for detail.

- Good presentation and report-writing skills.

- Up to 30% travel annually.

Total Experience : 4 - 9 years