Job Role : LLM -Service Now

Experience : 4 years

work mode : permanent remote

Duration : 2 months contractual

shift timing : 8 hours per day and with overlap of 4 hours with PST.

Must Have :

- 4 to 6 years of experience with ServiceNow (CSM, ITSM, HRSD modules).

- Hands-on experience in ServiceNow CSM and/or HRSD modules

- Deep understanding of workflows, cases, incidents, requests, SLAs, and KM.

- Strong proficiency in JSON and SQL.

- Ability to design realistic enterprise workflows and structured data tasks.

- Excellent analytical, logical, and communication skills.

Key Responsibilities :

- Define key decision frameworks for Reinforcement Learning initiatives aimed at improving ServiceNow's models, including taxonomy design, realistic scenario creation, and evaluation criteria.

- Create scenario-driven tasks that mirror real ServiceNow workflows (case handling, SLA tracking, HR requests, IT incident response).

- Write clear, natural instructions aligned with ServiceNow business processes.

- Represent tasks in JSON format, ensuring clarity and consistency.

- Use SQL queries to analyze and check data for accuracy.

- Contribute to AI model training by designing tasks that challenge reasoning and produce predictable outcomes.

- Apply prompt engineering to structure instructions that guide task execution.

- Collaborate with peers to expand scenarios across ServiceNow domains (CSM, ITSM, HRSD).

- Document scenario patterns, examples, and best practices for other trainers.

Preferred Qualifications :

- ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist-ITSM (CIS - ITSM).

- Any One - ServiceNow Certified Implementation Specialist (CSM or HRSD)