ServiceNow Data Scientist

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

📋 Description

• Assist in the implementation, optimization, and maintenance of ServiceNow Now Assist, serving as the technical authority for enterprise data, analytics, and AI data readiness.

• Examine the creation, governance, relationships, and consumption of ServiceNow data to enhance reporting, operational analytics, and AI-driven capabilities.

• Conduct data mining for AI readiness, knowledge quality, search effectiveness, customer service management, operational performance, process optimization, user behavior analysis, and improvements in data quality.

• Detect inconsistencies, anomalies, duplicate data, and other issues that may impact AI performance and the accuracy of reporting.

• Formulate recommendations to enhance the quality, consistency, and usability of enterprise platform data.

• Maintain a comprehensive understanding of ServiceNow enterprise data architecture and the relationships between applications.

• Assess both structured and unstructured data that support Now Assist, AI Search, Virtual Agent, Knowledge Management, Customer Service Management, Platform Analytics, Performance Analytics, reporting, and dashboards.

• Review LLM response quality, search relevance, knowledge retrieval, citation quality, grounding effectiveness, context availability, hallucination trends, and response consistency.

• Collaborate with the Reporting Lead to enhance enterprise reporting and analytical capabilities.

• Create analytical datasets for executive dashboards, operational reporting, performance metrics, AI adoption reporting, and platform health reporting.

• Verify data quality and integrity for reports and dashboards; analyze reporting trends and suggest structural enhancements.

• Assist in developing KPIs for AI adoption, data quality, platform utilization, knowledge effectiveness, search performance, and operational efficiency.

• Establish methods to assess the effectiveness of AI capabilities, including utilization, response effectiveness, knowledge usage, search performance, user engagement, and operational outcomes.

• Provide data-driven insights to AI Analysts for governance, capability planning, and operational decision-making.

• Uphold enterprise data governance standards for data quality, metadata, taxonomy, classification, lifecycle management, and knowledge organization.

• Create data quality metrics and scorecards and coordinate with data owners across ServiceNow applications.

• Work in collaboration with AI Analysts, Reporting Lead, ServiceNow Developers, Platform Administrators, Knowledge Managers, Business Analysts, Cybersecurity personnel, and Government stakeholders.

• Offer technical expertise in AI governance, enterprise analytics, reporting strategy, and the optimization of ServiceNow data.

⛳️ Requirements

• A Bachelor’s degree in Computer Science, Data Science, Information Systems, Business Analytics, Statistics, Mathematics, or a related field, or equivalent experience.

• At least three years of experience in supporting enterprise data analysis, business intelligence, reporting, or data science initiatives.

• Proficient in analyzing enterprise application data within complex operational environments.

• Strong grasp of data analysis, data mining, statistical analysis, data quality management, business intelligence, and reporting methodologies.

• Experience in developing dashboards, reports, analytical models, KPIs, and data visualizations.

• Familiarity with artificial intelligence concepts, generative AI, LLMs, RAG, enterprise data governance, and responsible AI principles.

• ServiceNow experience with CSM, Platform Analytics, Performance Analytics, reporting, dashboards, Knowledge Management, AI Search, Now Assist, Virtual Agent, and CMDB.

• Proficient in SQL, business intelligence platforms, data visualization tools, data governance initiatives, and AI performance measurement.

• Experience with DoD AI Ethical Principles, RMF 2.0, NIST AI Risk Management Framework, ITIL, and IT Service Management practices.

• Experience supporting enterprise AI, analytics, or ServiceNow implementations in Federal or Department of Defense environments.

• Strong analytical, organizational, and communication skills.

• Ability to effectively communicate technical concepts to Government, business, and technical stakeholders.

• Current DoDD 8140 / 8570 IAT Level II certification or the ability to obtain it.

• Must be a U.S. Citizen.

• Possession of an active Secret Security Clearance or the ability to obtain one.

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and continuous learning.

• Competitive salary and performance-based bonuses.

• Flexible working arrangements.

• Supportive and collaborative work environment.