AI Prompt Engineer – ServiceNow (Now Assist)
Position Overview
We are seeking an experienced AI Prompt Engineer with deep expertise in the ServiceNow (SNOW) ecosystem, specifically around the Now Assist AI capabilities. The ideal candidate will bridge the gap between generative AI tooling and enterprise service management workflows, crafting, testing, and optimizing prompts that drive meaningful automation and intelligence across the ServiceNow platform.
Key Responsibilities
· Design & develop prompts for Now Assist and other ServiceNow AI/ML features, ensuring accuracy, reliability, and alignment with business objectives.
· Collaborate with stakeholders including platform administrators, developers, and business analysts to translate requirements into effective AI-driven workflows.
· Evaluate and iterate on prompt performance using ServiceNow's built-in analytics and testing frameworks; document results and maintain a prompt library.
· Integrate generative AI capabilities (e.g., Now Assist for ITSM, HRSD, CSM) with existing SNOW modules, flows, and virtual agents.
· Identify automation opportunities within ITSM, HRSD, CSM, and other SNOW modules and implement AI-assisted solutions to reduce manual effort.
· Stay current with ServiceNow AI roadmap updates, Now Assist releases, and emerging large language model (LLM) best practices.
· Support testing and QA of AI-generated outputs; triage and resolve prompt-related defects in pre-production and production environments.
· Document prompt engineering standards, guidelines, and internal best practices to support knowledge transfer and team enablement.
Required Qualifications
· 3+ years of hands-on experience with the ServiceNow platform (administration, development, or architecture).
· Demonstrated experience with ServiceNow Now Assist, Virtual Agent, or AI Search capabilities.
· Strong understanding of prompt engineering principles for large language models (e.g., GPT-4, Azure OpenAI, or similar).
· Proficiency with ServiceNow scripting (JavaScript/GlideScript), Flow Designer, and Integration Hub.
· Experience working in ITSM, HRSD, or CSM modules within ServiceNow.
· Ability to evaluate prompt output quality, identify failure modes, and refine iteratively.
· Strong written and verbal communication skills; ability to work cross-functionally with technical and non-technical teams.
· Must be based in North America (US or Canada) and available to work during North American business hours.
Preferred Qualifications
· ServiceNow Certified System Administrator (CSA) or Certified Application Developer (CAD).
· Familiarity with Retrieval-Augmented Generation (RAG) patterns and enterprise AI governance frameworks.
· Experience with ServiceNow AI Platform (previously known as IntellAgent or Predictive Intelligence).
· Background in NLP, machine learning, or data science.
· Prior experience in a consulting or staff augmentation environment.
Engagement Details
Contract | 6 months minimum (extension possible) | Remote – North America (US or Canada)
Travel
Minimal; may be required for on-site kickoff
Bill Rate (USD)
Competitive – market rate discussed upon submission
About This Opportunity
This role is sourced through Buchanan Technologies on behalf of a client seeking to accelerate their AI-driven digital transformation within ServiceNow. Candidates will be evaluated for technical depth, platform experience, and the ability to deliver measurable outcomes with Now Assist and related AI tooling.
Pay: $88,322.80 - $120,000.00 per year
Benefits:
- Dental insurance
- Health insurance
Work Location: Remote
