SO_ServiceNow_Technical_Expert_AI_2025

Key Responsibilities: Analyze business processes to identify opportunities where AI and machine learning can enhance service delivery and automation on the ServiceNow platform. Assist in implementing and optimizing ServiceNow AI capabilities, including Virtual Agent, Predictive Intelligence, and Natural Language Processing (NLP). Collaborate with business teams to define AI-driven solutions for automating workflows, enhancing decision-making, and improving user experiences. Configure and fine-tune ServiceNow s AI/ML modules to ensure that they meet business needs and improve overall system performance. Develop and maintain predictive models and AI algorithms that drive actionable insights and process automation. Design and improve chatbot workflows using ServiceNow s Virtual Agent, ensuring intelligent responses and seamless user interactions. Analyze data trends and performance metrics to continuously optimize AI models and service automation strategies. Provide detailed reports and dashboards to measure the effectiveness of AI-driven initiatives. Ensure that AI models adhere to industry best practices for data privacy, ethical considerations, and governance. Stay up to date with the latest trends in AI, machine learning, and ServiceNow s AI capabilities, recommending enhancements to existing systems and processes. Provide guidance and training to end users and internal teams on how to leverage AI-driven features in ServiceNow. Required Qualifications: Strong understanding of AI/ML concepts and how they can be applied to improve service management and business operations. Familiarity with ServiceNow development, including configuration, scripting, and integration of AI features. Strong analytical skills with the ability to analyze large datasets and interpret business requirements into technical solutions. Proficiency in AI/ML tools and platforms, with knowledge of ServiceNow AI features and third-party AI/ML integrations. Good communication skills with the ability to work cross-functionally with business teams, technical teams, and stakeholders. Experience with data visualization tools (e. g. , Power BI, Tableau) to create dashboards and reports for tracking AI performance. Knowledge of ITIL processes and how AI/ML can support IT service management practices. Preferred Qualifications:

ServiceNow Certified Application Developer or ServiceNow AI Specialist certification.

Hands-on experience with NLP technologies, machine learning frameworks (e. g. , TensorFlow, Scikit-learn), or similar tools.

Experience with chatbot design and implementation within ServiceNow Virtual Agent or other platforms.

Knowledge of cloud platforms (AWS, Azure, GCP) for AI/ML model deployment and scaling.

Familiarity with Agile methodologies and experience working in an Agile environment.

Experience in AI model testing, validation, and tuning.