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 (18-21h 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