ServiceNow AI Consultant (L3)

About the job
Job Title: ServiceNow AI Consultant (L3)

Location: Remote (Canada – EST)

Role Summary

We are seeking an experienced ServiceNow AI Consultant (L3) with 8–10 years of experience on the ServiceNow platform. The candidate will be responsible for designing, implementing, and supporting AI-driven automation solutions, including Predictive Intelligence, Virtual Agent, Agent Assist, and RPA capabilities.

This role requires strong technical expertise, problem-solving skills, and the ability to handle complex L3 production issues while driving automation and efficiency.

Key Responsibilities

Design, develop, and maintain ServiceNow automation solutions
Lead automation initiatives using:
Flow Designer
Workflow Editor
IntegrationHub
RPA (Robotic Process Automation)
Automate ITSM processes (Incident, Change, Request, Problem)
Act as L3 escalation point for complex automation and workflow issues
Perform root cause analysis (RCA) and implement permanent fixes
Review and enhance solutions developed by L1/L2 teams
Ensure adherence to ServiceNow best practices and standards
Monitor and optimize automation performance
Support platform upgrades and conduct impact analysis
Technical Skills (Mandatory)

Strong hands-on experience with:
Flow Designer
IntegrationHub
Business Rules
Script Includes
Client Scripts
Advanced knowledge of JavaScript and Glide API
Experience with REST/SOAP integrations
Knowledge of MID Server and data integrations
Strong understanding of ITSM processes
Experience Required

8–10 years of overall IT experience
Strong hands-on ServiceNow platform experience
Experience with ServiceNow AI capabilities (Predictive Intelligence, Virtual Agent, Agent Assist)
Key Expectations

Independently handle complex automation requirements
Provide technical guidance to junior engineers
Own and resolve critical production issues
Collaborate with architects and stakeholders
Ensure platform stability, performance, and quality

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