ServiceNow Consultant – GenAI

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Facilitate discovery workshops to pinpoint valuable AI and GenAI use cases for ServiceNow ITSM.

• Evaluate process maturity, quality of knowledge, historical data, integration needs, and governance requirements.

• Specify requirements for AI solutions, encompassing prompts, grounding sources, workflow integrations, feedback mechanisms, and acceptance criteria.

• Assist in establishing AI governance frameworks, addressing data privacy, access controls, transparency, monitoring, testing, and auditing.

• Collaborate with architects and developers to execute approved AI solutions on the ServiceNow platform.

• Ensure the quality and accuracy of responses, as well as the business outcomes of AI solutions.

• Establish success metrics, adoption strategies, pilot programs, and plans for continuous improvement.

• Conduct presentations, demonstrations, and executive discussions concerning AI initiatives.

• Promote Responsible AI practices and guarantee adherence to corporate standards.

• Propel AI adoption and enhance the value of investments in ServiceNow AI solutions.

• Carry out other routine activities related to the department.

⛳️ Requirements

• Extensive experience in ServiceNow and ITSM process consulting.

• Proven experience in defining AI and Generative AI use cases within ServiceNow environments.

• Background in AI/GenAI strategy, business case development, and process evaluation.

• Understanding of AI Governance, Responsible AI principles, and human-in-the-loop controls.

• Experience in gathering requirements for AI-based solutions, including prompts, grounding strategies, and workflow integrations.

• Strong comprehension of ServiceNow platform capabilities, ITSM processes, and ServiceNow AI solutions.

• Proven ability to identify AI-driven productivity enhancement opportunities with stakeholders.

• Excellent communication, facilitation, and stakeholder management skills.

• Capacity to work collaboratively with architects, developers, and business leaders.

• Analytical mindset coupled with strong problem-solving abilities.

• Experience in Agile environments.

• Completed Bachelor’s degree.

• Advanced or fluent spoken English.

• Preferred: Experience with ServiceNow Now Assist and Virtual Agent.

• Preferred: Familiarity with Azure OpenAI or other Generative AI platforms.

• Preferred: Education or experience in Data Science, Machine Learning, or Conversational AI.

• Preferred: Experience within the Utilities or Energy sector.

• Preferred: Certifications related to ServiceNow AI.

• Preferred: ServiceNow CIS-ITSM certification.

• Preferred: Knowledge of Knowledge Management and Service Operations processes.

• Preferred: Experience in supporting AI adoption and Change Management initiatives.

• Preferred: ServiceNow Certified System Administrator (CSA).

• Preferred: ServiceNow Certified Implementation Specialist (CIS-ITSM).

• Preferred: ServiceNow AI certifications.

• Preferred: ITIL Foundation v4.

• Preferred: Microsoft Azure AI Fundamentals (AI-900).

• Preferred: Certifications in Generative AI or Responsible AI.

🏝️ Benefits

• Medical insurance for employees and their dependents, with nationwide coverage through Bradesco or Unimed.

• Dental insurance with nationwide coverage.

• Meal voucher or food allowance, based on the employee’s preference.

• Childcare assistance.

• Life insurance for employees and their dependents.

• Gympass available for employees and their dependents.

• Employee Assistance Program (EAP), providing financial, legal, social, and psychological support, available 24/7.

• Discounts and special rates at universities and language schools.

• Discounts on banking fee packages and special rates with Itaú and Bradesco.

• Payroll-deducted loan option.

• Reimbursement program for selected external certifications.

• Online and in-person training and development platform covering soft skills, technologies, and professional domains across over 15,000 topics.

• Long-service awards.

• Employee referral bonus for each successful new hire.

• Fit4life program to promote physical activity.

• International opportunities, with the potential to apply for positions abroad.

• And more.