ServiceNow ITSM & AI Solutions Consultant

Core Work Schedule

First Shift, 8 am-5 pm, Monday-Friday

Work Location

This position is hybrid with remote work and one day per week in the office in Sterling, VA, or Washington, DC. The number of days in office is subject to change based on program or government requirements.

Day to Day Roles and Responsibilities

• ServiceNow ITSM Business & Functional Consulting (60%):
  • Perform day-to-day support, working with functional teams to develop automation and ServiceNow solutions, and coordinate support and development effort with the ServiceNow Administrators and developers.
  • Conduct discovery sessions and stakeholder interviews to understand the business use case and business value.
  • Evaluate and recommend improvements using out-of-the-box ServiceNow capabilities before proposing customizations.
  • Translate operational needs into clear, complete, developer-ready requirements.
  • Produce business requirements, functional requirements, user stories, acceptance criteria, and current-state/future-state process flows.
  • Support the development lifecycle by clarifying requirements and participating in refinement sessions and release planning.
  • Lead or coordinate User Acceptance Testing (UAT), including test scenarios, issue validation, and defect triage.
  • Participate in governance for Incident and Request Management, Knowledge Management, Service Catalog, and Service Portal designs.
  • Maintain documentation standards, traceability, and solution lifecycle artifacts.
  • Provide consulting support to government leadership, offering credible guidance on ITSM processes and platform capabilities.
• AI, Automation, and Emerging Technology Governance (40%):
  • Support the establishment of governance for AI-enabled tools, including intake, prioritization, documentation, QA, and release readiness.
  • Assist with defining evaluation criteria for AI and automation ideas, including business value, feasibility, risk, and operational utility.
  • Assist with document creation for requirements, testing, traceability, user guides, and iteration management.
  • Oversee prototype review, ensuring technical soundness and alignment with the defined framework.
  • Build and refine custom GPTs or similar AI assistants using Microsoft Azure AI or approved coding environments.
  • Configure prompt patterns, logic flows, and rules for safe/consistent LLM behavior.
  • Support low-code AI applications and light prototyping with approved agency AI tools.
  • Assist teams in adopting AI solutions and maturing prototypes into production-ready tools.
  • Support ongoing maintenance, iteration, and release cycles for AI-enabled applications.

Core Qualifications

• Bachelor's degree and 8 years of experience or an Associate's degree and 10 years of experience or a 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).

EEO Statement

Equal opportunity employer, including disability and protected veterans, or other characteristics protected by law.