Responsibilities
- Lead the development and evolution of the IT product roadmap for Agentic AI within IT support and employee experience domains.
- Convert business and operational challenges into actionable AI-powered product opportunities with measurable value outcomes.
- Identify and prioritize value streams based on impact, feasibility, and strategic alignment.
- Develop and maintain business cases driven by AI to improve productivity, reduce costs, enhance quality, and elevate customer experience in IT operations.
- Monitor advancements in AI to identify relevant best practices, patterns, and emerging technologies for digital workplace applications.
- Design, develop, and deploy AI-enabled features across platforms such as Microsoft ESS and ServiceNow, including AI Search, AI Ops, Generative AI, Predictive Intelligence, Now Assist, and Virtual Agent.
- Integrate ServiceNow with enterprise AI tools including Microsoft Copilot, M365 Graph, and other AI platforms.
- Create custom AI solutions using Python, LangChain, LLM frameworks, embeddings, and open-source models.
- Build AI accelerators for tasks such as CMDB data correction, incident categorization, knowledge summarization, and PDLC automation.
- Use open-source technologies like HuggingFace, FastAPI, and Docker to build experimental prototypes and reusable AI frameworks.
- Drive automation initiatives to minimize manual effort in core IT/HR processes, colleague experience workflows, and hardware/software lifecycle management.
- Contribute to platform optimization, performance improvements, and adherence to engineering best practices.
- Own the end-to-end digital experience product roadmap with a focus on boosting colleague productivity, satisfaction, and system adoption.
- Translate user and business needs into a prioritized backlog with defined outcomes, success metrics, and delivery alignment.
- Work with AI CoE, engineering, and operations teams to integrate AI capabilities into digital experience journeys.
- Promote continuous improvement by tracking experience, efficiency, and service performance metrics.
- Quickly prototype AI concepts with stakeholders and transition proof-of-concepts into production-grade solutions.
- Assess new ServiceNow features, LLM models, and AI functionalities to guide adoption decisions.
- Lead end-to-end experimentation with Generative AI, process mining, and data-driven insights.
- Serve as the primary product liaison between IT and the AI Center of Excellence.
- Collaborate with cross-functional teams including HR, IT Ops, DWP, Data, Security, and Procurement to uncover AI and automation opportunities.
- Ensure all AI implementations comply with security, governance, ethical, and privacy standards.
- Produce technical documentation, design patterns, best practices, and learning resources for engineering teams.
- Support COE leaders in advancing innovation roadmaps and promoting AI capabilities enterprise-wide.
Work Arrangement
Hybrid
Other
- While these positions are advertised as full-time, we welcome applications from individuals seeking flexible work arrangements, including job shares or reduced hours.
- We provide reasonable adjustments during the selection process upon request to ensure fair access for all candidates.
- Don't meet every requirement? Research shows underrepresented groups are less likely to apply unless fully qualified. We encourage diverse applicants to apply even if their experience doesn't match every criterion, as they may still be a strong fit for this or other roles.
