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'll Do

Design and Build Prompt Workflows

Design multi-step prompt chains within our AI delivery platform that generate implementation artifacts — engagement briefs, scope summaries, ROM estimates, SOW drafts, user stories, and test scripts — from customer requirements and discovery inputs.

Author, refine, and version-control prompt templates alongside the team; manage the extract → refine → archive → promote workflow for the 125+ template library.

Encode ServiceNow delivery best practices and scoping standards into reusable prompt patterns that produce consistent outputs across product areas: ITSM, CSM, HRSD, SPM, FSO, and others.

Partner with the platform administrator on library structure, naming conventions, versioning, and publication to end users across AMS, EMEA, and APAC.

Lead Prompt QA and Quality Optimization

Review and QA all AI-generated content before it reaches the Expert Services community — checking for 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 — treating prompts as production assets with version control and quality gates.

Support CRMI touchpoints, office hours across AMS/EMEA/APAC, and delivery-lead validation cycles.

Produce Customer-Ready Artifacts

Turn scoping templates and Product Capability Documents (PCDs) into polished pre-sales deliverables: engagement briefs, scope summaries, ROM decks, SOW first drafts, user stories, and executive readouts.

Build customer-facing PowerPoint decks and SAE demo companions from generated scoping content.

QA generated content for formatting consistency, source traceability, and accuracy against solution data exports.

Integrate AI with PS GTM and Delivery

Understand the full professional services lifecycle — from pre-sales scoping and estimation through delivery execution and go-live — and ensure prompt workflows produce artifacts that map to real engagement workflows.

Partner with delivery consultants, SCs, and AEs to validate that AI-generated outputs are usable in real customer contexts, feeding signals back into the improvement loop.

Support accurate estimation by ensuring AI-generated effort estimates reflect realistic scoping inputs and PS delivery economics.

Contribute to packaging AI-accelerated delivery into repeatable, scalable service offerings.

Drive Measurement and Continuous Improvement

Establish quality metrics for prompt outputs: rework rates, consultant acceptance, time savings, and output consistency.

Analyze performance signals to surface failure patterns and expansion opportunities.

Operate on a two-week sprint cadence; participate in sprint ceremonies and cross-team reviews.

Maintain naming conventions, folder hygiene, and access governance across the template library.

Qualifications

To be successful in this role you have:

ServiceNow domain breadth across at least two product areas — CRM, ITSM, HRSD, FSO (banking/insurance), CSM, or FSM — and direct experience producing or reviewing implementation artifacts such as user stories, scope summaries, or SOWs. Single-tower specialists will not be considered.

Hands-on prompt engineering experience: designing prompts for consistent, structured output; iterating based on failure analysis; and treating AI-generated content as a first draft that requires QA before use, not a finished product.

Pre-sales or delivery consulting experience: direct ownership of scope summaries, ROM estimates, SOW drafts, or equivalent customer-facing delivery artifacts.

Advanced written communication and PowerPoint skills. A portfolio of customer-facing or executive-facing work is required — candidates without a portfolio will not advance.

Detail-oriented QA mindset: experience reviewing AI-generated or templated content for accuracy, consistency, and traceability against source material.

Self-directed working style across AI tools, Excel, PowerPoint, and SharePoint. Comfortable as a second pair of eyes on prompts before promotion to shared spaces.

Preferred Qualifications

Experience supporting scoping and discovery calls with SCs and AEs.

Familiarity with Now Engage, G-SIP, or story-generator workflows.

BA or PM background with experience in Jira, plan hierarchies, or capability catalogs.

Comfort running office-hours-style enablement sessions across time zones.

Enablement content creation experience: recorded demos, training assets, or similar.

ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM, or similar).

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 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 [email protected] 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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Employee Type: Regular

Region: EMEA - Europe, Middle East and Africa

Work Persona: Flexible or Remote

Senior Delivery Acceleration AI Specialist

Job Description