ServiceNow LLM Trainer

Key Responsibilities

• Define

  decision frameworks

  for reinforcement learning initiatives to improve ServiceNow model performance including taxonomy design, scenario development, and evaluation criteria.
• Develop

  realistic, scenario-driven tasks

  that accurately reflect ServiceNow workflows such as case management, SLA tracking, HR requests, and IT incident resolution.
• Write

  clear, natural-language instructions

  aligned with ServiceNow’s business logic and process standards.
• Represent all tasks in

  structured JSON format

  , ensuring consistency, clarity, and traceability.
• Use

  SQL queries

  to validate data accuracy and support data-driven task design.
• Design tasks that

  challenge AI reasoning

  while ensuring predictable, measurable outcomes.
• Apply

  prompt engineering techniques

  to craft effective, goal-oriented instructions for model training.
• Collaborate with cross-functional peers to expand scenario coverage across multiple ServiceNow domains (CSM, ITSM, HRSD).
  

• Document

  scenario templates, examples, and best practices to support scalable training data development.

Required Skills & Experience

• 4–6 years of hands-on experience with

  ServiceNow

  , specifically across

  CSM, ITSM, and HRSD

  modules.
• Deep understanding of

  ServiceNow workflows

  , including cases, incidents, requests, SLAs, and knowledge management.
• Strong proficiency in

  JSON

  authoring and handling structured data.
• Solid

  SQL

  skills for data analysis and validation.
• Ability to design

  realistic enterprise scenarios

  mapped to ServiceNow business processes.
• Experience with

  AI model training

  or

  structured training data creation

  .
• Proven

  prompt engineering

  expertise for developing effective AI instructions.
• Excellent

  analytical thinking

  , attention to detail, and logical reasoning.
• Strong

  communication and documentation

  skills; customer-facing experience is a plus.

Preferred Qualifications

• ServiceNow Certified System Administrator (CSA)

  and

  Certified Implementation Specialist – ITSM (CIS–ITSM)

  .
• At least one of the following certifications:

  CIS–CSM

  or

  CIS–HRSD

  .
• Exposure to

  AI/ML workflows

  and

  training data preparation pipelines

  .
• Familiarity with

  Agile development methodologies

  .
• Advanced knowledge of

  prompt engineering

  and large language model behavior.