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Keywords
Artificial Intelligence
Test Automation
Large Language Models
Deep Learning
Generative AI
Servicenow
Technical Support
Architecture
Automation
Customer Demand Planning
Experimentation
IT Service Management
Machine Learning
Requirement Prioritization
Metrics
Natural Language Understanding
Description
- Dynamic team of implementation developers as we enhance our AI capabilities. Part of your role will be to define and implement AI-related products, including conversational flows, to solve complex user issues with ease.
- Experiment with the latest ServiceNow AI offerings like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, Generative AI and other upcoming capabilities before/after they hit the market. These capabilities may include classical Machine Learning Algorithms or Deep Learning based models like LLMs.
- Explore deep learning-based AI products in terms of their architecture and complete product perspective. You are at the forefront of implementing solutions, like conversational flows, that are powered by NLU models or Now Assist skills powered by LLMs alike.
- Act as an SME to solve complex user issues related to AI solutions. You will become an expert at implementing the aforementioned AI Solutions for various customers. You will not only validate these newly introduced products, but also work alongside other teams to help them quickly make improvements to the product.
- Help define best practices to build and use AI products and various AI testing tools with customers and educate the team. Such tools may involve auto conflict detection, automation discovery, topic recommendation, batch testing tools, or generative AI tools.
- Analyze metrics to continuously measure the quality and E2E experiences of AI solutions with actionable insights.
- Advocate best practices for AI-based ITSM/HR/CSM solutions.
- Prepare technical deliverables for customers in a consistent, high-quality, and timely manner.
- Support the team with feedback to product teams to continually improve and expand product capabilities, features, and interoperability in consideration of customer needs and requirements. You will bring the on-ground issues faced by customers to the table.
- Work closely with internal stakeholders to ensure appropriate escalation of technical support issues.
- Be the technical escalation point in solving customer issues and coordinating and prioritizing timely resolutions with our engineering team.
