Lead the design, deployment, and governance of artificial intelligence capabilities within the ServiceNow platform, implementing intelligent self-service, automated fulfillment, and agent productivity enhancements while ensuring responsible AI operations and federal compliance.
Establish comprehensive AI governance framework for responsible operations
Implement intelligent self-service and 24/7 conversational AI interfaces
Deploy automated fulfillment capabilities within chat interfaces
Design knowledge deflection systems to reduce ticket volume
Develop intelligent routing and categorization for incident management
Monitor AI performance, privacy adherence, and policy compliance
Conduct pre-deployment risk evaluations and post-deployment assessments
Ensure AI outputs are explainable and documented
Identify and mitigate AI bias and unintended consequences
Train customer staff on AI capabilities and responsible use

Requirements

Must pass Federal Background Investigation (MBI) / Moderate Risk Level Tier 2, Public Trust
Must be U.S. Citizen or Lawful Permanent Resident with a minimum of 3 consecutive years of U.S. residency from date of legal entry
Must pass federal tax compliance screening
Minimum 6 years with ServiceNow or equivalent ESM platforms and architecture
Minimum 1 year developing and deploying AI solutions for ServiceNow or equivalent ESM platforms
Must have verifiable recent (within past 3 years) hands-on experience delivering enterprise service management solutions in the IRS operational environment or an equivalent federal environment of comparable scale, governance, and compliance complexity.
Proven experience with generative AI and agentic AI implementations
Experience establishing AI governance frameworks in regulated environments
ServiceNow AI/ML capabilities (Virtual Agent, Predictive Intelligence, Now Assist)
Generative AI integration and prompt engineering
Conversational AI and natural language processing (NLP)
Automated ticket deflection and intelligent routing
AI risk assessment and bias mitigation strategies
AI transparency and explainability frameworks

Benefits

AMERICAN SYSTEMS offers a comprehensive benefits package to ensure our employees receive the work-life support they need.
healthcare benefits
paid leave
retirement plans
insurance programs
education and training assistance

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

artificial intelligenceAI governance frameworksautomated fulfillmentintelligent self-serviceconversational AInatural language processinggenerative AIAI risk assessmentticket deflectionintelligent routing

Soft skills

leadershipcommunicationtrainingrisk evaluationproblem-solving

Certifications

Federal Background Investigation (MBI)Public Trust