AI Implementation Specialist, Expert Services

AI Implementation Specialist, Expert Services

Location(s): Remote, USA

FourDragons is sourcing for ServiceNow's Expert Services AI Adoption Group. This is a hands-on deployment role executing AI Transformation Architect blueprints across Now Assist, AI Agents, and Agentic workflows. Remote (US) with up to 30% travel. W2 or 1099 through FourDragons — no sponsorship; must be currently authorized to work in the US.

Role Responsibilities:

• Deploy and configure Now Assist capabilities including Generative AI, AI Agents, Virtual Agent, NLU, AI Search, Issue Auto Resolution, Task Intelligence, and Document Intelligence across customer instances.
• Translate AI Transformation Architect blueprints into working configurations, integrations, and workflows following ServiceNow best practices.
• Rapidly prototype and iterate on AI use cases in alignment with customer-defined success metrics.
• Drive measurable AI adoption outcomes including active user rates, workflow automation coverage, and time-to-value for Now Assist features.
• Partner with AI Transformation Architects to execute customer-specific AI adoption roadmaps, sprint plans, and go-live checklists.
• Facilitate customer workshops, enablement sessions, and hands-on training to build AI literacy and sustained usage.
• Surface and escalate adoption blockers — technical, organizational, or behavioral — and recommend targeted interventions.
• Serve as the on-the-ground technical expert for AI-related questions, issues, and guidance across the customer lifecycle.
• Act as SME alongside AI Transformation Architects in customer steering meetings, executive briefings, and QBRs.
• Identify, debug, and advise on configuration conflicts, data gaps, or architecture issues that block AI activation.
• Document customer configurations, AI use case outcomes, and lessons learned to contribute to the AI Adoption Team knowledge base and repeatability.
• Leverage and critically evaluate AI to integrate it into work processes, decision-making, and problem-solving — including AI-powered tools, workflow automation, AI-driven insights, and exploration of AI's potential impact on the function or industry.

Qualifications:

• 7+ years of ServiceNow configuration and implementation experience, with demonstrated hands-on AI feature deployments.
• Hands-on experience deploying one or more of the following: Now Assist (GenAI), AI Agents, Virtual Agent, NLU, AI Search, Task Intelligence, or Document Intelligence.
• Understanding of AI/ML concepts including Large Language Models (LLMs), prompt engineering, and Generative AI — particularly in enterprise workflow contexts.
• Minimum 2 active ServiceNow CIS certifications; ServiceNow Certified Application Developer (CAD) preferred.
• Demonstrated ability to influence and consult (providing options with pros, cons, and risks) in complex, varied customer environments, while providing thought leadership to customer sponsors and stakeholders.
• Proven ability to translate customer business requirements into working platform configurations and deliver against sprint-based timelines.
• Experience with ServiceNow platform capabilities including Flow Designer, Integration Hub, Studio IDE, APIs, and Automated Test Framework (ATF) to support AI data flows and configurations.
• Strong communication skills — able to explain technical concepts to non-technical stakeholders and lead enablement sessions confidently.
• Experience with AI adoption frameworks and change management methodologies preferred.
• Knowledge of enterprise AI governance, data privacy considerations, and responsible AI practices preferred.
• Experience with data management, database design, and database concepts.
• Strong interpersonal skills, customer-centric attitude, and ability to operate within a culturally diverse environment.
• Proven ability to mentor junior consultants or lead technical workstreams.
• Analytical and problem-solving abilities with a keen eye for detail.
• Good presentation and report-writing skills.

Submission Requirements:
Resume in Word, candidate's location, earliest availability, and target bill rate. Must be currently authorized to work in the US — W2 or 1099 through FourDragons, no sponsorship.

Contact: Ian Cox, Founder & CEO, FourDragons — ian.cox@fourdragons.com