About the role
Responsibilities
- Deploy and configure Now Assist capabilities including Generative AI, AI Agents, Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence across customer instances.
- Translate AI Transformation Architect blueprints into working configurations, integrations, and workflows following ServiceNow best practices.
- Rapidly prototype and iterate on AI use cases in alignment with customer-defined success metrics.
- Drive measurable AI adoption outcomes including active user rates, workflow automation coverage, and time-to-value for Now Assist features.
- Partner with AI Transformation Architects to execute customer-specific AI adoption roadmaps, sprint plans, and go-live checklists.
- Facilitate customer workshops, enablement sessions, and hands-on training to build AI literacy and sustained usage.
- Surface and escalate adoption blockers — technical, organizational, or behavioral — and recommend targeted interventions.
- Serve as the on-the-ground technical expert for AI-related questions, issues, and guidance across the customer lifecycle.
- Act as SME alongside AI Transformation Architects in customer steering meetings, executive briefings, and QBRs.
- Identify, debug, and advise on configuration conflicts, data gaps, or architecture issues that block AI activation.
- Document customer configurations, AI use case outcomes, and lessons learned to contribute to AI Adoption Team knowledge base and repeatability.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s potential impact on the function or industry.
Qualifications
- Strong communication skills — able to explain technical concepts to non-technical stakeholders and lead enablement sessions confidently.
- Experience with AI adoption frameworks and change management methodologies preferred.
- Knowledge of enterprise AI governance, data privacy considerations, and responsible AI practices preferred.
- Experience with data management, database design, and database concepts.
- Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.
- Proven ability to mentor junior consultants or lead technical workstreams.
- Analytical and problem-solving abilities with a keen eye for detail.
- Good presentation and report-writing skills.
- Up to 30% travel annually.
Must Have
CSA