Sr. Delivery Acceleration AI Engineer

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

ROLE DESCRIPTION

As a Sr. Delivery Acceleration AI Engineer, you will design, develop, and optimize AI-powered autonomous implementation solutions that transform how ServiceNow Expert Services deliver customer implementations. Working within the Delivery Acceleration team, you’ll focus on building and refining AI agents that automate ServiceNow configuration, generate implementation artifacts, and accelerate time-to-deploy—turning what previously required weeks of manual effort into AI-driven delivery that produces production-ready outputs in hours.

This role requires deep expertise in prompt engineering, AI agent architecture, and an understanding of enterprise professional services delivery. You’ll work directly with autonomous implementation platforms built on large language models to create, test, and refine the AI-driven workflows that generate ServiceNow configurations, user stories, test scripts, and deployment packages for customer engagements.

Critically, you must understand the professional services go-to-market motion—how services are scoped, sold, estimated, and delivered—because the AI solutions you build must align with how consultants and sales teams position and execute customer engagements. Your work directly impacts delivery speed, quality, margin, and the customer experience.

Success requires balancing technical depth in AI/LLM systems with practical business acumen. You’ll operate in a fast-paced sprint cadence where AI capabilities evolve rapidly, requiring continuous experimentation, rigorous quality validation, and close collaboration with solution architects, product managers, and delivery consultants across AMS, EMEA, and APAC+JPN. You will partner closely with the platform administrator who owns operations, adoption, and governance for the AI-powered deal and delivery document generator, ensuring the AI agents and prompt assets you build are deployed, scaled, and governed effectively across the global delivery community.

WHAT YOU GET TO DO IN THIS ROLE:

Design & Develop AI-Powered Implementation Agents

• Architect and build AI agent workflows that autonomously generate ServiceNow configurations, implementation plans, user stories, and test scripts from customer requirements
• Develop, test, and iterate sophisticated prompt chains and orchestration patterns that produce consistent, production-quality outputs across ServiceNow product workflows (ITSM, CSM, HRSD, SPM, etc.)
• Design multi-step agentic processes that handle complex implementation logic—scope validation, dependency mapping, configuration generation, and quality assurance—with minimal human intervention
• Build and maintain prompt libraries, templates, and reusable patterns that encode delivery best practices and Gold Implementation standards into AI agent behavior, partnering with the platform administrator on library structure, versioning, and publication to end users
• Partner with AI Architects and Solution Architects to ensure agent outputs align with ServiceNow platform strategy, product direction, and enterprise readiness standards

Lead Prompt Engineering & AI Quality Optimization

• Serve as a subject matter expert in prompt engineering techniques for large language models, including chain-of-thought reasoning, few-shot learning, structured output generation, and context window optimization
• Design and execute systematic prompt evaluation frameworks that measure output accuracy, consistency, completeness, and adherence to ServiceNow implementation standards
• Continuously optimize prompt performance through A/B testing, output analysis, and iterative refinement—treating prompts as production code with version control and quality gates, incorporating user feedback and quality-audit signals surfaced by the platform administrator and the champions network
• Develop guardrails and validation logic that ensure AI-generated configurations meet enterprise quality standards before being deployed to the Expert Services community
• Stay current on evolving platform capabilities and techniques, rapidly incorporating new approaches that improve agent accuracy and efficiency

Integrate AI Solutions with Professional Services GTM & Delivery

• Understand the full professional services lifecycle—from pre-sales scoping and estimation through delivery execution and go-live—and ensure AI agent capabilit