Senior AI Engineer – ServiceNow Delivery Acceleration

About the role

As a Senior AI Engineer – ServiceNow Delivery Acceleration, you will make an impact by designing, building, and optimizing AI-powered implementation solutions that transform how ServiceNow professional services engagements are delivered. You will be a valued member of the Delivery Acceleration team and work collaboratively with product managers, solution architects, consultants, and platform stakeholders to accelerate delivery, improve quality, and enhance customer experience.

Responsibilities

• Design and develop AI agent workflows that generate ServiceNow configurations, implementation plans, user stories, test scripts, and deployment artifacts from customer requirements.
• Lead prompt engineering efforts for large language model-based solutions, including prompt chaining, structured output generation, evaluation frameworks, and iterative quality optimization.
• Build reusable prompt libraries, templates, and orchestration patterns that embed implementation best practices and delivery standards into AI-powered workflows.
• Align AI solutions to the professional services lifecycle, ensuring outputs support scoping, estimation, delivery execution, and go-live readiness.
• Design integrations, APIs, and automation workflows that connect AI outputs with ServiceNow, internal delivery platforms, and enterprise systems.
• Establish quality metrics for AI outputs, analyze performance trends, and drive continuous improvement across accuracy, rework, speed, and customer acceptance.
• Collaborate with global cross-functional teams in an agile, sprint-based environment to deploy scalable, governed, and production-ready AI capabilities.

Requirements

• 5+ years of experience in software engineering, AI/ML engineering, or technical consulting within enterprise software environments.
• 2+ years of hands-on experience building production solutions using large language models, prompt engineering, and AI agent frameworks.
• Demonstrated expertise in prompt engineering techniques such as chain-of-thought reasoning, structured output generation, few-shot/zero-shot prompting, context management, and prompt evaluation.
• Strong understanding of professional services, delivery operations, including how engagements are scoped, estimated, staffed, and delivered.
• Experience with API design, system integration, and data pipelines that connect AI outputs to enterprise workflows.
• Proficiency in Python, JavaScript, TypeScript, or similar languages used in AI engineering and automation.
• Understanding of ServiceNow platform architecture, configuration patterns, and enterprise implementation approaches.
• Strong communication skills with the ability to translate technical AI capabilities into clear business value for stakeholders.

Qualifications

• Experience building autonomous implementation, code generation, or AI-driven delivery acceleration solutions.
• Familiarity with ServiceNow implementation methodologies and professional services best practices.
• Experience with AI agent orchestration frameworks and multi-step workflow automation.
• Knowledge of responsible AI practices, validation frameworks, governance, and enterprise risk controls.
• ServiceNow certifications such as CSA, CIS, or related credentials.
• Experience with estimation platforms, resource management tools, or delivery automation systems.
• Background in consulting or enterprise professional services environments.

Skills

• Experience with large language models and prompt engineering.
• Expertise in AI agent workflows and automation.
• Strong understanding of professional services and delivery operations.
• Ability to align AI solutions with the professional services lifecycle.
• Proficiency in API design, system integration, and data pipelines.
• Experience with ServiceNow platform architecture and implementation approaches.
• Effective communication skills for translating technical AI capabilities into business value.

Benefits

• Medical/Dental/Vision/Life Insurance
• Paid holidays plus Paid Time Off
• 401(k) plan and contributions
• Long-term/Short-term Disability
• Paid Parental Leave
• Employee Stock Purchase Plan