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.

Role Description

As a Sr. AI Delivery Acceleration Specialist, you will design, refine, and govern the prompt workflows and content production patterns that transform how ServiceNow Expert Services deliver customer implementations. Working within the Delivery Acceleration team, you will turn what previously required weeks of manual effort into AI-accelerated delivery that produces customer-ready outputs in hours.

You will own the design and quality of AI-powered tools that support ServiceNow Expert Services' go-to-market and implementation efforts. Critically, you must understand the professional services go-to-market motion — how services are scoped, sold, estimated, and delivered — because the solutions and processes 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.

You will operate in a fast-paced two-week sprint cadence with monthly releases, partnering with AI Architects, Solution Architects, Expert Services, and the broader Delivery Acceleration team across AMS, EMEA, and APAC+J.

This is not a software engineering role. There is no coding, no platform development, and no model training. The work is designing prompts and workflows that make AI useful for delivery practitioners, quality-checking the outputs before they reach anyone, and building the repeatable methodology that scales across a global delivery community. The right candidate is closer to a technical business analyst with deep AI instincts than a software engineer.

What You Get to Do in This Role

Design and Build Prompt Workflows

• Design multi-step prompt chains within our AI delivery platform that autonomously generate ServiceNow implementation scope, estimates, customer-facing presentation decks, demo companions, and other artifacts that speed delivery
• Author, refine, and version-control prompt templates; manage the extract refine archive promote workflow for the 125+ template library
• Encode best practices and ServiceNow scoping standards into reusable prompt patterns across product areas (ITSM, CSM, HRSD, SPM, FSO, and others)
• Partner with AI Architects on agent direction and with the platform administrator on library structure — Architects own platform and agent architecture; the Specialist owns prompts, content patterns, and quality

Lead Quality Assurance and Prompt Optimization

• Review and quality-check all AI-generated content before it reaches the Expert Services community; develop guardrails that ensure completeness, traceability, formatting consistency, and accuracy against source inputs
• Design systematic evaluation approaches that measure output consistency and adherence to delivery standards across varied scoping inputs
• Iterate on prompts based on user feedback, audit signals, and output analysis — treat prompts as production assets with version control and quality gates
• Support office hours across AMS, EMEA, and APAC+J, plus delivery-lead validation cycles

Integrate AI with Professional Services Go-to-Market and Delivery

• Understand the full professional services lifecycle and partner with delivery consultants, Solution Consultants (SCs), and Account Executives (AEs) to validate that AI-generated outputs are usable in real customer contexts — feeding signals back into the improvement loop
• Collaborate with the Sales Acceleration team to ensure AI-powered delivery capabilities are accurately represented in pre-sales motions and customer-facing demonstrations — supporting accurate estimation that reflects realistic Professional Services delivery economics
• Partner with the Now Engage platform team to embed AI capabilities into the customer and partner delivery experience
• Contribute to packaging AI-accelerated delivery into repeatable service offerings that services and license sales teams can position and sell

Drive Measurement and Continuous Improvement

• Establish quality metrics for prompt outputs (accuracy, rework rates, consultant acceptance, time savings, consistency) and analyze performance signals to surface failure patterns and expansion opportunities
• Contribute to the delivery acceleration roadmap by identifying where AI can fill capability gaps or replace manual processes
• Document prompt patterns, content production best practices, and lessons learned to build organizational knowledge

To be successful in this role you have:

• Hands-on prompt engineering experience: designing prompts for consistent, structured output; iterating based on failure analysis; treating AI-generated content as a first draft requiring quality assurance before use — not a finished product
• Pre-sales or delivery consulting experience with direct ownership of scope summaries, ROM estimates, SOW drafts, or equivalent customer-facing delivery artifacts
• Advanced written communication and presentation skills. A portfolio of customer-facing or executive-facing work is required — candidates without a portfolio will not advance.
• Detail-oriented quality assurance mindset with experience reviewing AI-generated or templated content for accuracy, consistency, and traceability against source material
• Strong understanding of professional services delivery operations — how engagements are scoped, sold, estimated, staffed, and delivered
• Self-directed working style across AI tools, Excel, presentation software, and SharePoint; comfortable serving as a second pair of eyes on prompts before promotion to shared spaces
• Experience working in agile, sprint-based environments with measurable delivery outcomes

Preferred Qualifications

• ServiceNow domain knowledge, ideally across multiple product areas, and direct experience producing or reviewing implementation artifacts such as user stories, scope summaries, or SOWs.
• ServiceNow platform certifications (CSA, CIS-ITSM, CIS-CSM, or similar)
• Experience supporting scoping and discovery calls with SCs and AEs
• Business Analyst or Project Manager background
• Comfort running office-hours-style enablement sessions across time zones
• Enablement content creation experience: recorded demos, training assets, or similar
• Background in management consulting or professional services delivery operations

This Role Is Not a Fit If

• You are primarily seeking a software engineering, machine learning, or platform development role. This role involves no coding, model training, or platform engineering.
• You use AI tools but do not review or quality-check the output before sharing. A quality-first mindset is non-negotiable.

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 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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