Senior Staff AI Implementation Engineer

4 weeks ago


Santa Clara, California, United States ServiceNow Full time
AI Solutions Implementation Engineer

ServiceNow is seeking an experienced AI Solutions Implementation Engineer to join our AI Solution Success team within the Platform Product organization. As an AI Solutions Implementation Engineer, you will be responsible for implementing AI products on the Now platform for our early adopter customers. This includes all Now Assist Capabilities like LLM-powered VA Topic flows, conversational catalogs, AI Search (with Q&A) and many other latest applications.

You will also be expected to learn and support customers with existing AI products like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, 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.

You will be expected to learn about the newly released and pre-release features by getting your hands dirty and diving deep into the products. You will become an expert at implementing AI Solutions for various customers.

Key Responsibilities:

  • Implement AI products on the Now platform for our early adopter customers
  • Learn and support customers with existing AI products
  • Debug and find quick workarounds for issues that are solvable on customer instances
  • Act as an SME to solve complex user issues related to AI solutions
  • Help define best practices to build and use AI products and various AI testing tools with customers and educate the team
  • Analyze metrics to continuously measure the quality and E2E experiences of AI solutions with actionable insights
  • Prepare technical deliverables for customers in a consistent, high-quality, and timely manner
  • Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team

Requirements:

  • Minimum of 12+ years of relevant work experience in a customer-facing technical role
  • Experience and fluency with ServiceNow Workflows and Flow Designer
  • Expertise with ServiceNow scripting (Glide JavaScript) with knowledge of best practices and an understanding of why those are recommended
  • Passionate and persistent technical problem-solver with experience handling integrations with various systems and building applications on the platform to solve business problems
  • Well-versed in the art of debugging on the platform

We offer a competitive compensation package, including a base pay of $181,100 - $316,900, plus equity (when applicable), variable/incentive compensation and benefits. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs.



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