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.