ServiceNow Now Assist Consultant

Position Overview
We are seeking an experienced ServiceNow Now Assist Consultant to lead the implementation, configuration, and optimization of ServiceNow Generative AI capabilities for an ITAR-regulated environment. The ideal candidate will have hands-on experience deploying ServiceNow Now Assist solutions and enabling AI-powered service experiences across enterprise workflows. The consultant will work closely with business stakeholders, platform administrators, architects, and development teams to deliver AI-driven automation, improve user experience, and increase operational efficiency while ensuring compliance with security and regulatory requirements.

Key Responsibilities
ServiceNow Now Assist Implementation

• Implement and configure ServiceNow Now Assist capabilities.
• Enable AI-powered features such as:
  • Incident summarization
  • Case summarization
  • Resolution note generation
  • Knowledge article generation
  • Chat summarization
  • Virtual Agent integration
  • AI Search
  • Intelligent recommendations
• Configure prompts, AI actions, and governance controls.
• Support deployment of AI-driven workflows across ServiceNow modules.

Solution Design & Development

• Gather business requirements and translate them into ServiceNow solutions.
• Design scalable and secure ServiceNow architectures.
• Develop and configure workflows, integrations, and automation.
• Create technical documentation and implementation guides.

AI Governance & Compliance

• Ensure compliance with ITAR, security, and data governance requirements.
• Implement controls for AI model usage and sensitive data handling.
• Support risk assessments and audit activities.

Stakeholder Engagement

• Conduct workshops, demos, and user training sessions.
• Provide recommendations for AI adoption and process optimization.
• Collaborate with ServiceNow platform owners and business teams.

Required Qualifications

• 5+ years of ServiceNow implementation experience.
• 2+ years of experience with ServiceNow AI capabilities or Now Assist.
• Strong understanding of ServiceNow platform architecture.
• Experience configuring:
  • ITSM
  • Virtual Agent
  • Knowledge Management
  • Flow Designer
  • IntegrationHub
• Experience with REST/SOAP integrations.
• Strong scripting skills (JavaScript, Glide APIs).
• Experience with Agile delivery methodologies.

Preferred Qualifications

• Experience implementing Now Assist for:
  • ITSM
  • HRSD
  • Customer Service Management (CSM)
  • IT Operations Management (ITOM)
• Understanding of Generative AI, Prompt Engineering, and RAG concepts.
• Experience with AI governance and responsible AI practices.
• Experience working in regulated industries such as Aerospace, Defense, Government, or Manufacturing.

Preferred Certifications

• ServiceNow Certified System Administrator
• ServiceNow Certified Application Developer
• ServiceNow Certified Implementation Specialist - ITSM
• ServiceNow AI/Now Assist certifications preferred

Desired Skills

• ServiceNow Now Assist
• Generative AI
• Prompt Engineering
• AI Search
• Flow Designer
• Integration Hub
• JavaScript
• REST APIs
• CMDB
• CSDM
• Agile/Scrum

Experience Level: Mid-Senior (5 10+ years ServiceNow experience)