ServiceNow Specialist

We are looking for a skilled ServiceNow Specialist with deep expertise in ServiceNow programming and configuration to drive AI transformation initiatives and enhance operational workflows for multi-customer environments. The ideal candidate will lead AI adoption using emerging technologies such as GenAI, Agentic AI, and AIOps, and will empower service teams through knowledge transfer and automation using Microsoft Power Platform. This role also includes presales support, project management, and analytics reporting to support Microsoft's account and customer service center (CSC) operations.

Key Responsibilities:

• Develop and configure ServiceNow solutions to meet customer requirements focused on AI transformation, including GenAI, Agentic AI, Agentic workflows, and AIOps capabilities.

• Train and mentor the service team to build AI knowledge leveraging Large Language Models (LLM) for multi-customer knowledge base (KB) enhancement.

• Guide the service team in creating Visio-formatted operational and ITIL workflows tailored for multi-customer and CSC operations.

• Support presales activities for Microsoft Request for Proposals (RFPs) and contract renewals with integrated AI components.

• Implement automation solutions in CSC and Microsoft account operations using Microsoft Power Automate and Power Apps.

• Develop Power BI dashboards and conduct root cause analysis reporting to monitor and improve service delivery performance.

• Manage AI transformation projects for the Microsoft account, covering planning, methodology, deliverables, document workflows, and communications from presales through to successful implementation.

Qualifications and Skills:

• Proven experience programming and configuring ServiceNow, especially on AI-related functionalities.

• Strong understanding of AI concepts including Generative AI, Agentic AI, Agentic workflows, and AIOps.

• Experience in training or mentoring teams on AI technologies and operational workflows.

• Proficiency in Microsoft Power Platform (Power Automate, Power Apps) and Power BI.

• Solid knowledge of ITIL frameworks and operational process documentation using Visio.

• Excellent project management skills with the ability to manage AI transformation projects end-to-end.

• Experience in presales and contractual negotiation support, particularly involving AI solutions.

• Strong communication and collaboration skills suitable for multi-customer environments and cross-functional teams.

Working time: M-F 9:00-6:00

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