ServiceNow Functional Analyst AI/LLM Training
1 week ago
Job Description Location: Permanent Remote Work Type: Full-Time (2 Months Contract), Remote, 8 hours/day with minimum 34 hour overlap with CST/PST Experience Required: 4 6 Years (ServiceNow Functional Experience) Compensation: USD 20 25 per hour Eligibility: Must be able to join immediately or within 1 week Job Overview Seeking a highly skilled ServiceNow Functional Expert to design structured, scenario-driven tasks for training enterprise-grade Large Language Models (LLMs). This role focuses on transforming real-world ServiceNow workflows, decision logic, and enterprise processes into training-ready datasets that improve AI reasoning and task accuracy. This is not a configuration or development roleit is a functional, analytical, and data-design role aimed at strengthening AI understanding of ITSM, CSM, and HRSD scenarios. Key Responsibilities - Define decision frameworks and taxonomies for Reinforcement Learning tasks across ServiceNow modules. - Develop realistic, scenario-based tasks reflecting ITSM, CSM, and HRSD workflows (incidents, cases, requests, SLAs, HR queries). - Write clear, natural task instructions aligned with ServiceNow business processes. - Represent scenarios in structured JSON formats with consistency and accuracy. - Use SQL queries for validating scenario data and ensuring correctness. - Apply prompt engineering to craft logical, high-quality instructions for AI model behavior. - Collaborate with peers to expand domain scenarios across ServiceNow functional areas. - Document scenario patterns, frameworks, and best practices for other AI trainers. - Contribute directly to AI training pipelines for enterprise workflow reasoning. Must-Have Qualifications - 46 years of functional experience with ServiceNow modules, especially ITSM, CSM, and HRSD. - Strong understanding of workflows: incidents, cases, requests, SLAs, approvals, knowledge articles. - 23 years experience in JavaScript/GlideScript and JSON structuring. - 2+ years experience using SQL for data checks and validation. - 12 years of hands-on prompt engineering or instruction-writing experience. - Proven background in creating enterprise workflow scenarios for AI/ML or automation. - Excellent analytical thinking and attention to detail. - Strong communication skills; customer-facing experience is a plus. Nice-to-Have Qualifications - ServiceNow CSA (Certified System Administrator) - CIS Certifications (ITSM, CSM, or HRSD) - Prior experience with AI/ML training data or RLHF processes - Experience working in Agile environments - Understanding of enterprise-grade AI model evaluation Commitments Required - Full-time (40 hours/week) - Mandatory 34 hour overlap with CST or PST Interview Process - Coding / Scenario Challenge - Live Task / Interview
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