Sr. Delivery Acceleration AI Specialist

Role Description

As a Sr. AI Delivery Acceleration Specialist, you will design, refine, and govern the prompt workflows and content production patterns that transform how ServiceNow Expert Services deliver customer implementations. Working within the Delivery Acceleration team, you will turn what previously required weeks of manual effort into AI-accelerated delivery that produces customer-ready outputs in hours.

You will own the design and quality of AI-powered tools that support ServiceNow Expert Services' go-to-market and implementation efforts. Critically, you must understand the professional services go-to-market motion — how services are scoped, sold, estimated, and delivered — because the solutions and processes 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.

You will operate in a fast-paced two-week sprint cadence with monthly releases, partnering with AI Architects, Solution Architects, Expert Services, and the broader Delivery Acceleration team across AMS, EMEA, and APAC+J.

This is not a software engineering role. There is no coding, no platform development, and no model training. The work is designing prompts and workflows that make AI useful for delivery practitioners, quality-checking the outputs before they reach anyone, and building the repeatable methodology that scales across a global delivery community. The right candidate is closer to a technical business analyst with deep AI instincts than a software engineer.

What You Get to Do in This Role

Design and Build Prompt Workflows

• Design multi-step prompt chains within our AI delivery platform that autonomously generate ServiceNow implementation scope, estimates, customer-facing presentation decks, demo companions, and other artifacts that speed delivery
• Author, refine, and version-control prompt templates; manage the extract → refine → archive → promote workflow for the 125+ template library
• Encode best practices and ServiceNow scoping standards into reusable prompt patterns across product areas (ITSM, CSM, HRSD, SPM, FSO, and others)
• Partner with AI Architects on agent direction and with the platform administrator on library structure — Architects own platform and agent architecture; the Specialist owns prompts, content patterns, and quality

Lead Quality Assurance and Prompt Optimization

• Review and quality-check all AI-generated content before it reaches the Expert Services community; develop guardrails that ensure 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 — treat prompts as production assets with version control and quality gates
• Support office hours across AMS, EMEA, and APAC+J, plus delivery-lead validation cycles

Integrate AI with Professional Services Go-to-Market and Delivery

• Understand the full professional services lifecycle and partner with delivery consultants, Solution Consultants (SCs), and Account Executives (AEs) to validate that AI-generated outputs are usable in real customer contexts — feeding signals back into the improvement loop
• Collaborate with the Sales Acceleration team to ensure AI-powered delivery capabilities are accurately represented in pre-sales motions and customer-facing demonstrations — supporting accurate estimation that reflects realistic Professional Services delivery economics
• Partner with the Now Engage platform team to embed AI capabilities into the customer and partner delivery experience
• Contribute to packaging AI-accelerated delivery into repeatable service offerings that services and license sales teams can position and sell

Drive Measurement and Continuous Improvement

•  Establish quality metrics for prompt outputs (accuracy, rework rates, consultant acceptance, time savings, consistency) and analyze performance signals to surface failure patterns and expansion opportunities
• Contribute to the delivery acceleration roadmap by identifying where AI can fill capability gaps or replace manual processes
• Document prompt patterns, content production best practices, and lessons learned to build organizational knowledge