Sr AI Implementation Engineer

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Join The Future at ServiceNow: Sr AI Implementation Engineer Opportunity

About ServiceNow

At , we're committed to using our technology to create a world that works for everyone, with our dedicated and innovative team making it possible. We move quickly because the world can't wait, and we lead the way in technological innovation for our customers and communities. By joining ServiceNow, you become part of a motivated team of changemakers driven by curiosity and a passion for ingenuity. We believe your best work happens when you live your best life and share your unique talents, so we support each other in achieving both individual and collective dreams. Discover your potential with us as we shape the future.

With over 7,700 customers, serving 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™. Learn more on our and hear from our employees about their experiences working at ServiceNow.

Not sure if you meet all the qualifications listed? We encourage you to apply! At ServiceNow, we are dedicated to fostering an inclusive environment where all voices are heard, valued, and respected. We welcome candidates from diverse and non-traditional backgrounds because we believe that skills and experience are transferrable, and a desire to dream big makes for great candidates.

About the Role

Join our AI Solution Success team within the Platform Product organization at ServiceNow. Dive into customer-facing and internal projects with a team of seasoned professionals. Contribute to cutting-edge innovations that drive business growth. Our global team fosters collaboration and shares best practices, so if you're a results-driven problem solver with big dreams, come help us develop scalable AI solutions!

Our Mission

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

Responsibilities in This Role

As a Sr AI Implementation Engineer, you will:

  • Implement AI products on the Now platform for early adopter customers. This includes capabilities like LLM-powered VA topic flows, conversational catalogs, AI Search (with Q&A), and many other latest applications.
  • Support customers with existing AI products such as Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence.
  • Deep dive into newly released and pre-release features, becoming an expert at implementing AI solutions for various customers.
  • Debug and find quick workarounds for issues on customer instances and act as an SME to resolve complex user issues related to AI solutions.
  • Validate and continually improve these newly introduced products, providing feedback to product and engineering teams to enhance capabilities, features, and interoperability based on customer needs and requirements.
  • Define best practices for building and using AI products and various AI testing tools with customers, and educate your team.
  • Analyze metrics to continuously measure the quality and E2E experiences of AI solutions with actionable insights.
  • Prepare technical deliverables for customers in a consistent, high-quality, and timely manner.
  • Act as a technical escalation point, solving customer issues and coordinating resolutions with our engineering team.

Qualifications

To excel in this role, you should possess:

Technical Skills - Must Haves

  • Fluency with ServiceNow Workflows and Flow Designer.
  • Expertise in ServiceNow scripting (Glide JavaScript), and thorough knowledge of Business Rules, Script Includes, Scheduled Jobs, Client Scripts, and UI Policies.
  • Strong command of Now Platform building blocks like forms, tables, app development, update sets, instance upgrades, and provisioning.
  • Persistent technical problem-solver with a knack for handling integrations with various systems and building applications on the platform.
  • Proven debugging skills on the platform.

Technical Skills - Good to Have

  • Experience with integrations and Integration Hub.
  • Experience with AI solutions like Virtual Agent flows, AI Search, Predictive Intelligence, IAR, TI, etc.
  • Experience with Performance Analytics Reporting (PAR).