Position Details
Position:Contractor / PJ (no medical/paid leave)
100% remote
Project Time:2 months
Engagement:Full-time (40 hours/week)
Time Zone Overlap:Minimum3 hours with CST (18-21h Brasilia Time)We are seeking experienced professionals withdeep functional expertise in ServiceNow products, includingCustomer Service Management (CSM), IT Service Management (ITSM), orHR Service Delivery (HRSD), to contribute to AI model training initiatives.
This role focuses ontranslating real business workflows and decision logicinto structured, data-driven tasks that strengthen AI reasoning and understanding of enterprise processes. It isnot a platform configuration or app development role .Role Overview
The ideal candidate will combineServiceNow domain expertise ,analytical capability, andprompt-engineering skillsto 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 inJSON formatwith clarity and consistency.
UseSQLto analyze and validate data accuracy.
Applyprompt engineeringto 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 inJSONandstructured data handling .
Solid understanding ofSQLfor data validation.
Experience inAI model training workflowsor structured data creation.
Strongprompt 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 toAI/ML workflowsandAgile methodologies
Knowledge ofprompt engineering best practices