Sr. Delivery Acceleration AI Specialist

Company Description

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 - Service Now 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.

Job Description

Role Description

As a Sr. AI Delivery Acceleration Specialist, you will design, refine, and govern the prompt workflows and content production patterns that transform how Service Now Expert Services deliver customer implementations. Working within the Delivery Acceleration team, you will turn what previously required weeks of manual effort into AI-accelerated delivery that produces customer-ready outputs in hours.

You will own the design and quality of AI-powered tools that support Service Now Expert Services' go-to-market and implementation efforts. Critically, you must understand the professional services go-to-market motion - how services are scoped, sold, estimated, and delivered - because the solutions and processes 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.

You will operate in a fast-paced two-week sprint cadence with monthly releases, partnering with AI Architects, Solution Architects, Expert Services, and the broader Delivery Acceleration team across AMS, EMEA, and APAC+J.

This is not a software engineering role. There is no coding, no platform development, and no model training. The work is designing prompts and workflows that make AI useful for delivery practitioners, quality-checking the outputs before they reach anyone, and building the repeatable methodology that scales across a global delivery community.

The right candidate is closer to a technical business analyst with deep AI instincts than a software engineer.

What You Get to Do in This Role

Design and Build Prompt Workflows

* Design multi-step prompt chains within our AI delivery platform that autonomously generate Service Now implementation scope, estimates, customer-facing presentation decks, demo companions, and other artifacts that speed delivery

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

* Encode best practices and Service Now scoping standards into reusable prompt patterns across product areas (ITSM, CSM, HRSD, SPM, FSO, and others)

* Partner with AI Architects on agent direction and with the platform administrator on library structure - Architects own platform and agent architecture; the Specialist owns prompts, content patterns, and quality

Lead Quality Assurance and Prompt Optimization

* Review and quality-check all AI-generated content before it reaches the Expert Services community; develop guardrails that ensure 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 - treat prompts as production assets with version control and quality gates

* Support office hours across AMS, EMEA, and APAC+J, plus delivery-lead validation cycles

Integrate AI with Professional Services Go-to-Market and Delivery

* Understand the full professional services lifecycle and partner with delivery consultants, Solution Consultants (SCs), and Account Executives (AEs) to validate that AI-generated outputs are usable in real customer contexts - feeding signals back into the improvement loop

* Collaborate with the Sales Acceleration team to ensure AI-powered delivery capabilities are accurately represented in pre-sales motions and customer-facing…