Senior Delivery Acceleration AI Specialist

What You'll Do 

Design and Build Prompt Workflows 

• Design multi-step prompt chains within our AI delivery platform that generate implementation artifacts — engagement briefs, scope summaries, ROM estimates, SOW drafts, user stories, and test scripts — from customer requirements and discovery inputs. 

• Author, refine, and version-control prompt templates alongside the team; manage the extract → refine → archive → promote workflow for the 125+ template library. 

• Encode ServiceNow delivery best practices and scoping standards into reusable prompt patterns that produce consistent outputs across product areas: ITSM, CSM, HRSD, SPM, FSO, and others. 

• Partner with the platform administrator on library structure, naming conventions, versioning, and publication to end users across AMS, EMEA, and APAC. 

Lead Prompt QA and Quality Optimization 

• Review and QA all AI-generated content before it reaches the Expert Services community — checking for 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 — treating prompts as production assets with version control and quality gates. 

• Support CRMI touchpoints, office hours across AMS/EMEA/APAC, and delivery-lead validation cycles. 

Produce Customer-Ready Artifacts 

• Turn scoping templates and Product Capability Documents (PCDs) into polished pre-sales deliverables: engagement briefs, scope summaries, ROM decks, SOW first drafts, user stories, and executive readouts. 

• Build customer-facing PowerPoint decks and SAE demo companions from generated scoping content. 

• QA generated content for formatting consistency, source traceability, and accuracy against solution data exports. 

Integrate AI with PS GTM and Delivery 

• Understand the full professional services lifecycle — from pre-sales scoping and estimation through delivery execution and go-live — and ensure prompt workflows produce artifacts that map to real engagement workflows. 

• Partner with delivery consultants, SCs, and AEs to validate that AI-generated outputs are usable in real customer contexts, feeding signals back into the improvement loop. 

• Support accurate estimation by ensuring AI-generated effort estimates reflect realistic scoping inputs and PS delivery economics. 

• Contribute to packaging AI-accelerated delivery into repeatable, scalable service offerings. 

Drive Measurement and Continuous Improvement 

• Establish quality metrics for prompt outputs: rework rates, consultant acceptance, time savings, and output consistency. 

• Analyze performance signals to surface failure patterns and expansion opportunities. 

• Operate on a two-week sprint cadence; participate in sprint ceremonies and cross-team reviews. 

• Maintain naming conventions, folder hygiene, and access governance across the template library. 

To be successful in this role you have: 

• ServiceNow domain breadth across at least two product areas — CRM, ITSM, HRSD, FSO (banking/insurance), CSM, or FSM — and direct experience producing or reviewing implementation artifacts such as user stories, scope summaries, or SOWs. Single-tower specialists will not be considered. 

• Hands-on prompt engineering experience: designing prompts for consistent, structured output; iterating based on failure analysis; and treating AI-generated content as a first draft that requires QA before use, not a finished product. 

• Pre-sales or delivery consulting experience: direct ownership of scope summaries, ROM estimates, SOW drafts, or equivalent customer-facing delivery artifacts. 

• Advanced written communication and PowerPoint skills. A portfolio of customer-facing or executive-facing work is required — candidates without a portfolio will not advance. 

• Detail-oriented QA mindset: experience reviewing AI-generated or templated content for accuracy, consistency, and traceability against source material. 

• Self-directed working style across AI tools, Excel, PowerPoint, and SharePoint. Comfortable as a second pair of eyes on prompts before promotion to shared spaces. 

Preferred Qualifications 

• Experience supporting scoping and discovery calls with SCs and AEs. 

• Familiarity with Now Engage, G-SIP, or story-generator workflows. 

• BA or PM background with experience in Jira, plan hierarchies, or capability catalogs. 

• Comfort running office-hours-style enablement sessions across time zones. 

• Enablement content creation experience: recorded demos, training assets, or similar. 

• ServiceNow certifications (CSA, CIS-ITSM, CIS-CSM, or similar).