Sr AI Implementation Engineer

Company Description

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Job Description

Come join the AI Solution Success team in the Advanced Technology Group (ATG).  We are focused on customer-facing and internal projects. You’ll work alongside a team of seasoned professionals working on leading-edge, innovative projects to help drive the business. This global team is highly collaborative and shares the best practices. We work on scalable AI (Artificial Intelligence) solutions, so if you are a results-oriented visionary who likes to dream big, come join our team! 

Who we are? 

We are a team composed of cross-functional SMEs from ATG, Platform, Business Units, Customer Outcomes and QE and multiple customer-focused 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 customer driven innovation within the Platform Product team.  

What's our purpose? 

Accelerate value realization of AI-powered 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. We'll 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 multi-language 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: 

• Join our dynamic team of implementation developers as we enhance our AI capabilities. Part of your role will be to define and implement AI-related products, including conversational flows, to solve complex user issues with ease. 

• Experiment with the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI 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. 

• Explore deep learning-based AI products in terms of their architecture and complete product perspective. You are at the forefront of implementing solutions, like conversational flows, that are powered by NLU models or Now Assist skills powered by LLMs alike. 

• Act as an SME to solve complex user issues related to AI solutions. You will become an expert at implementing the aforementioned AI Solutions for various customers.  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 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. 

• Advocate best practices for AI-based ITSM/HR/CSM solutions. 

• Prepare technical deliverables for customers in a consistent, high-quality, and timely manner. 

• Support the team with feedback to product teams to continually improve and expand product capabilities, features, and interoperability in consideration of customer needs and requirements. You will bring the on-ground issues faced by customers to the table. 

• Work closely with internal stakeholders to ensure appropriate escalation of technical support issues. 

• Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team. 

Qualifications

To be successful in this role you have: 

• Demonstrated skills as an active listener, respecting others' point of view while contributing the required input through strong communication skills (written, interpersonal, and presentation) 

• Ability to influence and consult (providing options with pros, cons, and risks) when solving business processes and/or technical problems during project delivery. 

• Interpersonal skills, customer-centric attitude, and ability to deal with cultural diversity. 

• Demonstrated ability to achieve stretch goals in a highly innovative and fast-paced environment. 

• Experience with documentation and presentations -- preferably supporting customer workshops and publishing technical reports, tutorials as articles, etc. 

• Flexibility to work across global time zones. 

Technical Skills 

• Experience and deep understanding of ServiceNow Workflows and Flow Designer tools. 

• Expertise with ServiceNow scripting (Glide JavaScript). 

• Preferred expertise with integrations and Integration Hub 

• Preferred knowledge of either python or Java. 

• Preferred experience with performing analysis using MS Excel or other analytical tools. 

• Passionate technical problem-solver with experience handling integrations with various systems. 

Analytical Skills 

• Understand Customer data by using analytical tooling and identify top issues that need to be automated. 

• Understand model precision characteristics. 

• Understand conversations/nomenclature that are applicable across customers. 

Communication Skills 

• Strong customer-facing communication skills with sharp analytical skills to clearly identify root cause of issues in product. 

• Identify productization opportunities, initiate discussions with the team, and carry forward the initiatives to completion. 

• Work with customers through their product journey and provide guidance for maintenance of the product. 

What you will bring 

• Minimum of 6+ years of relevant work experience in a customer-facing technical role. 

• You have a proven track record of driving deployments with large Enterprise companies with multiple stakeholders -- preferably AI-based 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. 

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional 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 globaltalentss@servicenow.com 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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