ServiceNow ITSM & AI Solutions Consultant

**Job Title**: **ServiceNow ITSM \& AI Solutions Consultant** **Location:** **Sterling, VA; Fully remote is also an option** **Terms:** **Full\-time** **Requirements:** **Must be a U.S. Citizen with Active Security Clearance** **About the Role** The ServiceNow ITSM \& AI Solutions Consultant is an individual contributor supporting program and functional leads across the ServiceNow ITSM modules (Incident, Problem, Knowledge, and Service Request) to improve platform utilization. The role partners with operational leaders and stakeholders to assess business needs, document clear solution requirements, guide ITSM solution design, and support release readiness. The consultant also helps build the IT Service Optimization Team’s AI and automation capabilities by establishing governance, intake processes, documentation standards, quality controls, and production readiness criteria for AI\-enabled tools such as custom GPTs, low‑code applications, and automation prototypes. This position does not perform ServiceNow development but does require hands‑on AI and automation development activities including solution design, prototype creation, building custom GPTs, and validating system behavior. **Responsibilities** **ServiceNow ITSM Business \& Functional Consulting (60%)** * Perform day\-to\-day support, working with functional teams to develop automation and ServiceNow solutions, and coordinate support and development effort with the ServiceNow Administrators and developers. * Conduct discovery sessions and stakeholder interviews to understand the business use case and business value. * Evaluate and recommend improvements using out‑of\-the‑box ServiceNow capabilities before proposing customizations. * Translate operational needs into clear, complete, developer‑ready requirements. * Produce business requirements, functional requirements, user stories, acceptance criteria, and current\-state/future\-state process flows. * Support the development lifecycle by participating in refinement sessions, clarifying requirements, and release planning. * Lead or coordinate User Acceptance Testing (UAT), including test scenarios, issue validation, and defect triage. * Participate in governance for Incident and Request Management, Knowledge Management, Service Catalog, and Service Portal designs. * Maintain documentation standards, traceability, and solution lifecycle artifacts. * Provide consulting support to government leadership, offering credible guidance on ITSM processes and platform capabilities. **AI, Automation, and Emerging Technology Governance (40%)** * Support the establishment of governance for AI\-enabled tools, including intake, prioritization, documentation, QA, and release readiness. * Assist with defining evaluation criteria for AI and automation ideas, including business value, feasibility, risk, and operational utility. * Assist with document creation for requirements, testing, traceability, user guides and iteration management. * Ov