Sr. Delivery Acceleration AI Engineer

ROLE DESCRIPTION 

As a Sr. Delivery Acceleration AI Engineer you will design develop and optimize AI-powered autonomous implementation solutions that transform how ServiceNow Expert Services deliver customer implementations. Working within the Delivery Acceleration team youll focus on building and refining AI agents that automate ServiceNow configuration generate implementation artifacts and accelerate time-to-deployturning what previously required weeks of manual effort into AI-driven delivery that produces production-ready outputs in hours. 

This role requires deep expertise in prompt engineering AI agent architecture and an understanding of enterprise professional services delivery. Youll work directly with autonomous implementation platforms built on large language models to create test and refine the AI-driven workflows that generate ServiceNow configurations user stories test scripts and deployment packages for customer engagements. 

Critically you must understand the professional services go-to-market motionhow services are scoped sold estimated and deliveredbecause the AI solutions you build must align with how consultants and sales teams position and execute customer engagements. Your work directly impacts delivery speed quality margin and the customer experience. 

Success requires balancing technical depth in AI/LLM systems with practical business acumen. Youll operate in a fast-paced sprint cadence where AI capabilities evolve rapidly requiring continuous experimentation rigorous quality validation and close collaboration with solution architects product managers and delivery consultants across AMS EMEA and APACJPN. You will partner closely with the platform administrator who owns operations adoption and governance for the AI-powered deal and delivery document generator ensuring the AI agents and prompt assets you build are deployed scaled and governed effectively across the global delivery community. 

WHAT YOU GET TO DO IN THIS ROLE: 

Design & Develop AI-Powered Implementation Agents 

• Architect and build AI agent workflows that autonomously generate ServiceNow configurations implementation plans user stories and test scripts from customer requirements 
• Develop test and iterate sophisticated prompt chains and orchestration patterns that produce consistent production-quality outputs across ServiceNow product workflows (ITSM CSM HRSD SPM etc.) 
• Design multi-step agentic processes that handle complex implementation logicscope validation dependency mapping configuration generation and quality assurancewith minimal human intervention 
• Build and maintain prompt libraries templates and reusable patterns that encode delivery best practices and Gold Implementation standards into AI agent behavior partnering with the platform administrator on library structure versioning and publication to end users 
• Partner with AI Architects and Solution Architects to ensure agent outputs align with ServiceNow platform strategy product direction and enterprise readiness standards 

Lead Prompt Engineering & AI Quality Optimization 

• Serve as a subject matter expert in prompt engineering techniques for large language models including chain-of-thought reasoning few-shot learning structured output generation and context window optimization 
• Design and execute systematic prompt evaluation frameworks that measure output accuracy consistency completeness and adherence to ServiceNow implementation standards 
• Continuously optimize prompt performance through A/B testing output analysis and iterative refinementtreating prompts as production code with version control and quality gates incorporating user feedback and quality-audit signals surfaced by the platform administrator and the champions network 
• Develop guardrails and validation logic that ensure AI-generated configurations meet enterprise quality standards before being deployed to the Expert Services community 
• Stay current on evolving platform capabilities and techniques rapidly incorporating new approaches that improve agent accuracy and efficiency 

Integrate AI Solutions with Professional Services GTM & Delivery 

• Understand the full professional services lifecyclefrom pre-sales scoping and estimation through delivery execution and go-liveand ensure AI agent capabilities map to real engagement workflows 
• Design AI solutions that support accurate estimation by providing data on automated vs. manual effort enabling services sales teams to right-size engagements 
• Partner with delivery consultants to validate that AI-generated outputs are usable in real customer contexts incorporating feedback into continuous improvement cycles 
• Contribute to packaging AI-accelerated delivery into repeatable service offerings that can be positioned and sold by services and license sales teams 

Build Platform Integrations & Delivery Automation 

• Integrate AI agent outputs with the ServiceNow platform customer engagement portals and internal delivery systems to create seamless end-to-end automation 
• Design APIs data pipelines and integration patterns that connect autonomous implementation tools with estimation systems resource management platforms and project tracking tools 
• Build automated testing and validation workflows that verify AI-generated configurations against ServiceNow best practices and customer requirements before deployment 
• Collaborate with the implementation platform team to embed AI capabilities into the customer and partner delivery experience 
• Ensure all integrations meet enterprise security data governance and compliance standards 
• Coordinate with the platform administrator on release managementstaging validation production rollout and vendor escalationso new AI capabilities reach users without disrupting platform stability 

Drive Measurement & Continuous Improvement 

• Establish quality metrics for AI agent outputs: accuracy rates rework percentages time savings and customer acceptance rates feeding these signals into the adoption and ROI metrics the platform administrator reports to A&M leadership 
• Analyze agent performance data to identify improvement opportunities failure patterns and expansion use cases 
• Contribute to the delivery acceleration roadmap by identifying where AI can fill capability gaps or replace manual processes 
• Document engineering best practices architectural patterns and lessons learned to build organizational knowledge 
• Participate in sprint ceremonies code reviews and cross-team collaboration in a two-week sprint cadence with monthly releases 

Qualifications :

To be successful in this role you have: 

• 5 years of experience in software engineering AI/ML engineering or technical consulting in enterprise software environments 
• 2 years of hands-on experience with large language models prompt engineering and AI agent developmentnot just using AI tools but building production systems on top of them 
• Demonstrated expertise in prompt engineering techniques: chain-of-thought reasoning structured output generation few-shot/zero-shot patterns context window management and systematic prompt evaluation 
• Strong understanding of professional services delivery operations: how engagements are scoped sold estimated staffed and delivered 
• Experience with API design system integration and building data pipelines that connect AI outputs to enterprise workflows 
• Proficiency in Python JavaScript/TypeScript or similar languages used in AI agent development and automation 
• Understanding of ServiceNow platform architecture data models and configuration patterns 
• Excellent communication skillsability to translate technical AI capabilities into business impact for non-technical stakeholders 
• Experience working in agile sprint-based environments with measurable delivery outcomes 

Not required but nice to have: 

• Experience building autonomous implementation or code generation systems that produce production-ready outputs 
• Background in management consulting or professional services delivery operations 
• Familiarity with ServiceNow implementation methodology and delivery best practices 
• Experience with AI agent orchestration frameworks and multi-step workflow automation 
• Knowledge of AI ethics output validation responsible AI practices and enterprise governance requirements 
• ServiceNow platform certifications (CSA CIS or similar) 
• Experience with enterprise estimation tools resource management platforms or delivery automation systems 

Additional Information :

Work Personas

We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.

Equal Opportunity Employer

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race color creed religion sex sexual orientation national origin or nationality ancestry age disability gender identity or expression marital status veteran status or any other category protected by addition all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance. 

Export Control Regulations

For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

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Remote Work :

Yes

Employment Type :

Full-time