Company Description
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today - ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Job Description
What you get to do in this role:
- Join our AI Solution Success team within the Platform Product organization. Dive into customer-facing and internal projects alongside seasoned professionals. Contribute to cutting-edge innovations that drive business growth. Our global team fosters collaboration and shares best practices. If you're a results-driven problem solver who likes to dream big, join us in crafting scalable AI solutions!
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Who we are?
We are a team composed of cross-functional SMEs from Platform and AI Technology, Business Units, Customer Outcomes, and multiple customer-focused teams of ML, SW, and QE engineers that bring varied perspectives and diverse expertise to drive customer adoption of AI experiences, as well as guide customer-driven innovation within the Platform Product team.
What's our purpose?
Accelerate value realization of AI-powered workflows by customers at scale.
What we do?
Work with early adopters (customers) to validate AI solutions and realize value by learning and quickly improving the solution on real customer data. We'll create practical implementation acceleration bundles to support new implementations, boost adoption, and drive future product innovation. Some of the work from the team has been instrumental at improving customer adoption of our multi-language Natural Language Understanding (NLU), AI Search, Task Intelligence, Issue Auto Resolution, Document Intelligence, and Generative AI products with customers.
What you get to do in this role:
- Such products include all Now Assist capabilities like LLM-powered VA topic flows, conversational catalogs, AI Search (with Q&A) and many other latest applications.
- You may also be expected to learn and support customers with existing AI products like Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, Document Intelligence, 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.
Qualifications
To excel in this role, you should possess:
Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry.
Technical Skills
Must Haves:
- Experience and fluency with ServiceNow Workflows and Flow Designer.
- Expertise with ServiceNow scripting (Glide JavaScript) with knowledge of best practices and an understanding of why those are recommended. You should be thorough with Business Rules, Script Includes, Scheduled Jobs, Client Scripts, UI Policies.
- You should have great command of Now Platform building blocks like forms, tables, app development, update sets, instance upgrades, and provisioning.
- Passionate and persistent technical problem-solver with experience handling integrations with various systems and building applications on the platform to solve business problems.
- You should be well-versed in the art of debugging on the platform.
Good to have:
- We would like to dive deep into as many of the following areas as you have worked on:
- Preferred expertise with integrations and Integration Hub.
- Preferred experience with any AI solution like Virtual Agent flows, AI Search, Predictive Intelligence, IAR, TI, etc.
- Preferred expertise with Performance Analytics Reporting (PAR).
- Preferred knowledge of either Python or Java.
- Preferred experience with performing analysis using MS Excel or other analytical tools.
Analytical Skills
- Understand Customer data by using analytical tooling and identify top issues that need to be automated.
- Preferred that you understand AI model basics and have an idea about how to measure a model's performance.
- Understand the use cases from customers and chalk out a logical and technical solution to address the objective.
Communication Skills
- Strong customer-facing communication skills with sharp analytical skills to clearly identify the root cause of issues in products.
- Identify product improvement opportunities, initiate discussions with internal teams, and carry forward the initiatives to completion.
- Work with customers through their product adoption journey and provide guidance for maintenance of the product.
Soft Skills:
- Strong communication skills, both written and verbal, with a focus on active listening and effective contribution.
- The capability to influence and provide consultation by presenting various options with their respective advantages, disadvantages, and associated risks. Such discussions would involve solving technical or business problems alike.
- Interpersonal abilities coupled with a customer-centric mindset, enabling you to navigate cultural diversity effectively.
- A track record of achieving ambitious goals in fast-paced and innovative settings.
- Experience in documentation and presentation, particularly in supporting customer workshops and producing technical reports and tutorials.
- Adaptability to collaborate across different time zones on a global scale.
What you will bring
- Minimum of 5 years of relevant work experience in a customer-facing technical role.
- You have a proven track record of driving deployments with large Enterprise companies with multiple stakeholders -- preferably AI-based products.
- You are confident in your programming proficiency in Java or JavaScript and enjoy thinking about business problems at a high level.
- You have a passion for discovering customer use cases, identifying gaps, and resolving issues in the product.
FD21
Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!
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. Learn more here.
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 law. In 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 globaltalentss@servicenow.com 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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