ServiceNow Consultant- Generative AI

Job Title: ServiceNow Now Assist (AI) Specialist

About Aelum Consulting

Aelum Consulting is a ServiceNow Premier Partner, specializing in ServiceNow consulting, implementations, and managed services. We help organizations streamline operations, improve service delivery, and drive digital transformation using the ServiceNow platform. Our teams work closely with global clients, delivering scalable and high-quality ServiceNow solutions across industries.

Role Overview

We are seeking a forward-thinking ServiceNow Now Assist AI Specialist to drive the design, implementation, and optimization of AI-powered capabilities within the ServiceNow platform. This role sits at the intersection of enterprise workflow automation and generative AI, enabling smarter, faster, and more intuitive user experiences.

Key Responsibilities

-AI Capability Implementation

-Lead deployment and configuration of ServiceNow Now Assist features, including generative AI for ITSM, HRSD, and CSM modules.

-Use Case Development

-Identify high-impact automation opportunities and translate them into scalable AI-driven workflows (e.g., ticket summarization, knowledge generation, virtual agent enhancements).

Prompt Engineering & Optimization

-Design, test, and refine prompts to ensure accurate, relevant, and context-aware AI outputs—because garbage in, garbage out still applies, even with AI.

Integration & Data Strategy

-Collaborate with technical teams to integrate Now Assist with enterprise systems while ensuring data quality, governance, and security compliance.

-Performance Monitoring

-Track AI effectiveness using KPIs such as resolution time, deflection rates, and user satisfaction; continuously optimize models and workflows.

-Stakeholder Collaboration

-Partner with business leaders, process owners, and IT teams to align AI capabilities with organizational goals.

Required Skills & Qualifications

-Strong experience with ServiceNow platform (ITSM, CSM, HRSD preferred)

-Hands-on exposure to Now Assist / ServiceNow AI capabilities

-Understanding of Generative AI concepts (LLMs, prompt engineering, AI governance)

-Scripting knowledge (JavaScript, Glide APIs)

-Experience with workflow automation and system integrations

-Analytical mindset with ability to translate business needs into AI solutions

Preferred Qualifications

-ServiceNow certifications (CSA, CIS modules)

-Experience with AI/ML tools or platforms (Azure OpenAI, etc.)

-Familiarity with AI ethics, compliance, and data privacy frameworks

Success Metrics

-Reduction in manual effort and ticket handling time

-Increased self-service and automation adoption

-Improved user satisfaction and experience

-Measurable ROI from AI-driven initiatives

Why This Role Matters

This isn't just another ServiceNow role—it's about operationalizing AI at scale. You'll be shaping how enterprises move from reactive support models to intelligent, predictive service delivery.