ServiceNow ITSM & AI Solutions Consultant

About the role

The ServiceNow ITSM & AI Solutions Consultant supports the Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. This role focuses on improving platform utilization through ServiceNow ITSM modules and enhancing AI and automation capabilities.

Responsibilities

• Supports day-to-day operations, developing automation and ServiceNow solutions, and coordinating with ServiceNow administrators and developers.
• Conducts discovery sessions and stakeholder interviews to understand business needs and document clear requirements.
• Participates in User Acceptance Testing (UAT), providing guidance on ITSM processes and platform capabilities.
• Maintains documentation standards, traceability, and solution lifecycle artifacts.
• Supports the development lifecycle by clarifying requirements and participating in refinement sessions and release planning.
• Assists in governance for Incident and Request Management, Knowledge Management, Service Catalog, and Service Portal designs.
• Supports the establishment of governance for AI-enabled tools, including intake, prioritization, documentation, QA, and release readiness.
• Assists with defining evaluation criteria for AI and automation ideas, ensuring business value, feasibility, risk, and operational utility.
• Builds and refines custom GPTs or similar AI assistants using Microsoft Azure AI or approved coding environments.
• Supports low-code AI applications and light prototyping with approved agency AI tools.
• Supports ongoing maintenance, iteration, and release cycles for AI-enabled applications.

Qualifications

• Bachelor’s degree and 8 years of experience, or Associates degree and 10 years of experience, or High School diploma/equivalent and 12 years of experience.
• U.S. citizenship and an active Secret Government Security Clearance.
• 3+ years of experience working with ServiceNow IT Service Management (ITSM), including: Incident Management, Service Request/Catalog, Knowledge Management, Understanding of the ITIL Incident Management lifecycle, and ServiceNow Knowledge Management.
• Foundational knowledge of Generative AI, Machine Learning (ML), and Large Language Models (LLMs).
• Experience with ServiceNow Assist and other emerging ServiceNow AI capabilities.
• Experience implementing ServiceNow Live Chat and/or Virtual Agent.
• Strong communication and collaboration skills.
• Certification required: ServiceNow Certified System Administrator (CSA).

Preferred Qualifications

• ITIL Foundations (version 4 or 5)
• PMP and Agile/Scrum certifications
• Prompt engineering certification
• Data Engineering and Python
• Certification: Microsoft AI 900: Azure AI Fundamentals, or an equivalent AI fundamentals certification.
• ServiceNow Certified Implementation Specialist (CIS) in IT Service Management (ITSM).