Join ServiceNow as an AI Implementation Engineer

Company Description At ServiceNow, we create technology that benefits everyone, brought to life by our outstanding team. We innovate quickly because the world can't wait, driving transformative solutions for our customers and communities. By joining ServiceNow, you become part of a dynamic team of change-makers driven by curiosity and ingenuity. We support you to live your best life, sharing your unique talents, and achieving great work.

With over 7,700 customers, including approximately 85% of the Fortune 500®, ServiceNow is proud to be recognized as one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™. Explore more about our culture on the Life at Now blog and hear firsthand accounts from our employees.

Not sure if you meet all the job qualifications but excited about the role? We still encourage you to apply! ServiceNow is dedicated to fostering an inclusive environment that values diverse voices. We welcome candidates from varied backgrounds who may not follow the typical path to this role. We believe skills are transferable and enthusiasm to dream big makes for excellent candidates.

Job Description

Join our AI Solution Success team within the Advanced Technology Group (ATG). Focused on customer-facing and internal projects, you'll work alongside seasoned professionals on innovative, cutting-edge projects to drive business success. This highly collaborative global team shares best practices and works on scalable AI solutions. If you are a visionary with an appetite for results and big dreams, join us!

Who We Are

Our team consists of cross-functional experts from ATG, Platform, Business Units, Customer Outcomes, and QE. We have multiple customer-focused teams of ML, SW, and QE engineers, bringing diverse expertise to drive AI adoption and innovation.

Our Purpose

We aim to accelerate value realization of AI-powered workflows at scale for our customers.

Our Work

• Validate AI solutions by working with early adopters and enhancing these solutions based on real customer feedback.
• Create implementation guides to support new deployments, boost adoption, and drive product innovation.
• Contribute to customer adoption of multi-language Natural Language Understanding (NLU), AI search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and Generative AI.

Responsibilities

In this role, you will:

• Enhance AI capabilities by defining and implementing AI-related products to resolve complex user issues.
• Experiment with ServiceNow AI offerings, including Virtual Agent, NLU, AI Search, Issue Auto Resolution, and more.
• Act as an SME, solving complex user issues with AI solutions and working toward product validation and improvement.
• Define best practices for AI product implementation and educate the team on various AI testing tools.
• Analyze metrics to measure AI solution quality and customer experience, providing actionable insights.
• Prepare high-quality technical deliverables for customers in a timely manner.
• Support internal and external stakeholders to escalate and resolve technical issues efficiently.

Qualifications

To excel in this role, you should have:

• Strong communication skills combined with active listening and respect for diverse viewpoints.
• The ability to influence and provide consulting options while solving business and technical problems during projects.
• Interpersonal skills, a customer-centric attitude, and cultural diversity awareness.
• Proven ability to achieve goals in a fast-paced, innovative environment.
• Experience in documentation, customer workshops, and creating technical reports or articles.
• Flexibility to work across global time zones.
• Technical expertise in ServiceNow Workflows, Flow Designer tools, and ServiceNow scripting (Glide JavaScript).
• Preferably, experience with integrations and Integration Hub, as well as knowledge of Python or Java.
• Analytical skills to understand customer data, model precision characteristics, and common terminologies.
• Customer-facing communication skills to identify and resolve product issues effectively.

Minimum Experience Required

At least 2 years in a customer-facing technical role, with experience deploying AI-based products for large enterprise companies. Proficiency in Java or JavaScript, with a passion for solving business problems and addressing customer use cases.