Senior ServiceNow Developer

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.

Whats 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. Well 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 skill