ServiceNow Consultant – GenAI

Mollica IT

. Lead discovery workshops and identify high-value AI and GenAI use cases for ServiceNow ITSM .

Posted 9/15/2026full-timeRemote • BrazilMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in defining and implementing AI and Generative AI solutions within ServiceNow ITSM environments, focusing on governance, compliance, and stakeholder engagement. Proven ability to drive AI adoption and maximize the value of ServiceNow investments through effective communication and collaboration.

Highest-signal resume keywords

ServiceNow ITSM Process ConsultingAI Governance and Responsible AI PrinciplesGenerative AI Use Case DevelopmentStakeholder Management and CommunicationAgile Methodologies

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

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

Hard Skills

AI Solution Requirements GatheringWorkflow IntegrationsData Privacy and Access ControlsProcess AssessmentSuccess Metrics DefinitionAI-Driven Productivity ImprovementKnowledge ManagementService Operations ProcessesAI Validation and Quality AssuranceContinuous Improvement Planning

Soft Skills

Strong Communication SkillsFacilitation SkillsAnalytical MindsetProblem-Solving SkillsCollaborative Teamwork

Tools & Technologies

ServiceNow PlatformServiceNow Now AssistServiceNow Virtual AgentAzure OpenAIGenerative AI Platforms

Certifications & Qualifications

ServiceNow Certified System Administrator (CSA)ServiceNow Certified Implementation Specialist (CIS-ITSM)ServiceNow AI CertificationsITIL Foundation v4Microsoft Azure AI Fundamentals (AI-900)

Industry Keywords

AI AdoptionChange ManagementUtilities SectorEnergy SectorHuman-in-the-Loop Controls

Tech Stack

Tools & technologies

AzureITSMServiceNow

About the role

Key responsibilities & impact

Lead discovery workshops and identify high-value AI and GenAI use cases for ServiceNow ITSM
Assess process maturity, knowledge quality, historical data, integrations, and governance requirements
Define requirements for AI solutions, including prompts, grounding sources, workflow integrations, feedback mechanisms, and acceptance criteria
Support the definition of AI governance frameworks, considering data privacy, access controls, transparency, monitoring, testing, and auditing
Work alongside architects and developers to implement approved AI solutions on the ServiceNow platform
Validate the quality and accuracy of responses, as well as the business outcomes of AI solutions
Define success metrics, adoption strategies, pilot programs, and continuous improvement plans
Lead presentations, demonstrations, and executive discussions related to AI initiatives
Support Responsible AI practices and ensure compliance with corporate standards
Drive AI adoption and maximize the value of investments in ServiceNow AI solutions
Perform other routine activities related to the department

Requirements

What you’ll need

Extensive experience with ServiceNow and ITSM process consulting
Experience defining AI and Generative AI use cases in ServiceNow environments
Experience with AI/GenAI strategy, business case development, and process assessment
Knowledge of AI Governance, Responsible AI principles, and human-in-the-loop controls
Experience gathering requirements for AI-based solutions, including prompts, grounding strategies, and workflow integrations
Strong knowledge of ServiceNow platform capabilities, ITSM processes, and ServiceNow AI solutions
Experience identifying AI-driven productivity improvement opportunities with stakeholders
Strong communication, facilitation, and stakeholder management skills
Ability to work collaboratively with architects, developers, and business leaders
Analytical mindset and strong problem-solving skills
Experience working in Agile environments
Bachelor’s degree completed
Advanced or fluent spoken English
Preferred: Experience with ServiceNow Now Assist and Virtual Agent
Preferred: Experience with Azure OpenAI or other Generative AI platforms
Preferred: Education or experience in Data Science, Machine Learning, or Conversational AI
Preferred: Experience in the Utilities or Energy sector
Preferred: ServiceNow AI-related certifications
Preferred: ServiceNow CIS-ITSM certification
Preferred: Knowledge of Knowledge Management and Service Operations processes
Preferred: Experience supporting AI adoption and Change Management initiatives
Preferred: ServiceNow Certified System Administrator (CSA)
Preferred: ServiceNow Certified Implementation Specialist (CIS-ITSM)
Preferred: ServiceNow AI certifications
Preferred: ITIL Foundation v4
Preferred: Microsoft Azure AI Fundamentals (AI-900)
Preferred: Generative AI or Responsible AI certifications

Benefits

Comp & perks

Medical insurance for employees and dependents, with nationwide coverage through Bradesco or Unimed
Dental insurance with nationwide coverage
Meal voucher or food allowance, at the employee’s choice
Childcare assistance
Life insurance for employees and dependents
Gympass for employees and dependents
EAP (Employee Assistance Program), including financial, legal, social, and psychological assistance, available 24 hours a day, 7 days a week
Discounts and special rates at universities and language schools
Discounts on banking fee packages and special rates with Itaú and Bradesco
Payroll-deducted loan option
Reimbursement program for selected external certifications
Online and in-person training and development platform covering soft skills, technologies, and professional domains across more than 15,000 topics
Long-service awards
Employee referral bonus for each successful new hire
Fit4life program to encourage physical activity
International opportunities, with the possibility of applying for positions abroad
And more