Position Details
Position:
Contractor / PJ (no medical/paid leave)
100% remote
Project Time:
2 months
Engagement:
Full-time (40 hours/week)
Time Zone Overlap:
Minimum
3 hours with CST ******h Brasilia Time)
We are seeking experienced professionals with
deep functional expertise in ServiceNow products
, including
Customer Service Management (CSM), IT Service Management (ITSM)
, or
HR Service Delivery (HRSD)
, to contribute to AI model training initiatives.
This role focuses on
translating real business workflows and decision logic
into structured, data-driven tasks that strengthen AI reasoning and understanding of enterprise processes. It is
not a platform configuration or app development role
.
Role Overview
The ideal candidate will combine
ServiceNow domain expertise
,
analytical capability
, and
prompt-engineering skills
to design realistic, scenario-based tasks for AI learning.
Key Responsibilities
Define decision frameworks for Reinforcement Learning initiatives, including taxonomy design, realistic scenario creation, and evaluation criteria.
Develop scenario-driven tasks that mirror real ServiceNow workflows (case handling, SLA tracking, HR requests, IT incident response).
Write clear, natural instructions aligned with ServiceNow business processes.
Represent tasks in
JSON format
with clarity and consistency.
Use
SQL
to analyze and validate data accuracy.
Apply
prompt engineering
to structure effective task instructions.
Collaborate with peers to expand scenarios across ServiceNow domains (CSM, ITSM, HRSD).
Document patterns, examples, and best practices for scalable use.
Required Skills & Experience
4–6 years of experience in ServiceNow, particularly CSM, ITSM, or HRSD modules.
Strong knowledge of workflows, cases, incidents, SLAs, and knowledge management.
Proficiency in
JSON
and
structured data handling
.
Solid understanding of
SQL
for data validation.
Experience in
AI model training workflows
or structured data creation.
Strong
prompt engineering
, analytical, and logical structuring skills.
Excellent communication and stakeholder management skills (customer-facing experience is a plus).
Preferred Qualifications
ServiceNow Certified System Administrator (CSA)
Certified Implementation Specialist (CIS–ITSM / CSM / HRSD)
Exposure to
AI/ML workflows
and
Agile methodologies
Knowledge of
prompt engineering best practices