ServiceNow LLM Trainer

Role Overview :

We are seeking a ServiceNow Product Owner with deep functional expertise in relevant products - few of them being Customer Service Management (CSM), IT Service Management (ITSM), or HR Service Delivery (HRSD) to help design realistic, scenario-driven tasks for AI model training.

This role is not about platform configuration or app development, but about translating real business workflows and decision logic into structured, data-driven tasks that improve AI reasoning and understanding of enterprise processes.

Key Responsibilities

Define key decision frameworks for Reinforcement Learning initiatives aimed at improving ServiceNow//'s models, including taxonomy design, realistic scenario creation, and evaluation criteria.

Create scenario-driven tasks that mirror real ServiceNow workflows (case handling, SLA tracking, HR requests, IT incident response).

Write clear, natural instructions aligned with ServiceNow business processes.

Represent tasks in JSON format, ensuring clarity and consistency.

Use SQL queries to analyze and check data for accuracy.

Contribute to AI model training by designing tasks that challenge reasoning and produce predictable outcomes.

Apply prompt engineering to structure instructions that guide task execution.

Collaborate with peers to expand scenarios across ServiceNow domains (CSM, ITSM, HRSD).

Document scenario patterns, examples, and best practices for other trainers.

Required Skills & Experience

4–6 years of experience with ServiceNow, specifically CSM, ITSM, and HRSD modules.

Strong knowledge of workflows, cases, incidents, requests, SLAs, and knowledge management in ServiceNow.

Proficiency in JSON authoring and working with structured data.

Solid understanding of SQL for data analysis and task validation.

Ability to design realistic enterprise scenarios that map to ServiceNow processes.

Experience in AI model training workflows, contributing to the creation of structured training data.

Strong prompt engineering skills for crafting effective instructions.

Analytical thinking, attention to detail, and logical structuring.

Strong communication skills + customer facing experience is a BONUS

Preferred Qualifications

ServiceNow Certified System Administrator (CSA) and Certified Implementation Specialist-ITSM (CIS - ITSM).

Any One - ServiceNow Certified Implementation Specialist (CSM or HRSD).

Exposure to AI/ML workflows or training data preparation.

Familiarity with Agile methodologies.

Good knowledge of prompt engineering.