LLM -ServiceNow LLM Trainer

Role Overview :

We are seeking a ServiceNow Product Owner with deep functional expertise in relevant products - few of them being Customer Service Management (CSM), IT Service Management (ITSM), or HR Service Delivery (HRSD) to help design realistic, scenario-driven tasks for AI model training.

This role is not about platform configuration or app development, but about translating real business workflows and decision logic into structured, data-driven tasks that improve AI reasoning and understanding of enterprise processes.

The ideal candidate combines domain expertise in ServiceNow modules with strong analytical, prompt-engineering, and data structuring skills, helping shape how AI systems learn to reason across ServiceNow-like workflows.

Mandatory Skills:

ServiceNow Functional Expertise (46 years): Deep hands-on experience with ServiceNow modules ITSM, CSM, and HRSD, including workflows, SLAs, and case management.

Scripting (23 years): Strong skills in JavaScript, GlideScript, and JSON handling for creating and validating structured training data.

SQL & Data Validation (2+ years): Practical experience using SQL for analyzing and verifying data accuracy within ServiceNow workflows.

Prompt Engineering (12 years): Ability to design and structure clear, logical prompts and task instructions for AI model training.

Scenario Design for AI/ML (2+ years): Proven experience in creating realistic enterprise process scenarios to support AI reasoning and model development.

Commitments Required: 8 hours per day and with overlap of 4 hours with PST.

Nice to Haves :

Prior experience with AI model training or data preparation is a plus.

ServiceNow Certified System Administrator (CSA)

Certified Implementation Specialist (CSM or HRSD)

Exposure to AI/ML workflows and Agile methodologies

Key Responsibilities

• Define key decision frameworks for Reinforcement Learning initiatives aimed at improving ServiceNow's models, including taxonomy design, realistic scenario creation, and evaluation criteria.
• Create scenario-driven tasks that mirror real ServiceNow workflows (case handling, SLA tracking, HR requests, IT incident response).
• Write clear, natural instructions aligned with ServiceNow business processes.
• Represent tasks in JSON format, ensuring clarity and consistency.
• Use SQL queries to analyze and check data for accuracy.
• Contribute to AI model training by designing tasks that challenge reasoning and produce predictable outcomes.
• Apply prompt engineering to structure instructions that guide task execution.
• Collaborate with peers to expand scenarios across ServiceNow domains (CSM, ITSM, HRSD).
• Document scenario patterns, examples, and best practices for other trainers.

Offer Details:

• Contractor position (no medical/paid leave)
• Full-time dedication (40 hours/week)
• REQUIRED: 3-hour overlap with CST (Central Standard Time)

If you meet the requirements outlined in the job description and are interested in this opportunity, please email your resume to [Confidential Information], mentioning your current CTC, expected CTC, and Notice Period