Senior Delivery Acceleration AI Engineer - Remote Eligible

Senior Delivery Acceleration AI Engineer

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.

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
• Lead prompt engineering & AI quality optimization
• Integrate AI solutions with professional services GTM & delivery
• Build platform integrations & delivery automation
• Drive measurement & continuous improvement

To be successful in this role you have:

• 5+ years of experience in software engineering, AI/ML engineering, or technical consulting in enterprise software environments
• 2+ years of hands-on experience with large language models, prompt engineering, and AI agent development—not just using AI tools, but building production systems on top of them
• Demonstrated expertise in prompt engineering techniques: chain-of-thought reasoning, structured output generation, few-shot/zero-shot patterns, context window management, and systematic prompt evaluation
• Strong understanding of professional services delivery operations: how engagements are scoped, sold, estimated, staffed, and delivered
• Experience with API design, system integration, and building data pipelines that connect AI outputs to enterprise workflows
• Proficiency in Python, JavaScript/TypeScript, or similar languages used in AI agent development and automation
• Understanding of ServiceNow platform architecture, data models, and configuration patterns
• Excellent communication skills—ability to translate technical AI capabilities into business impact for non-technical stakeholders
• Experience working in agile, sprint-based environments with measurable delivery outcomes

Not required but nice to have:

• Experience building autonomous implementation or code generation systems that produce production-ready outputs
• Background in management consulting or professional services delivery operations
• Familiarity with ServiceNow implementation methodology and delivery best practices
• Experience with AI agent orchestration frameworks and multi-step workflow automation
• Knowledge of AI ethics, output validation, responsible AI practices, and enterprise governance requirements
• ServiceNow platform certifications (CSA, CIS, or similar)
• Experience with enterprise estimation tools, resource management platforms, or delivery automation systems