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AI Implementation Engineer

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

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 2 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. 

Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

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