What are the responsibilities and job description for the ServiceNow ITSM & AI Solutions Consultant position at Cyber Management International Corporation?
Job Title: ServiceNow ITSM & AI Solutions Consultant
Location: Sterling, VA
Terms: Full-time; hybrid schedule
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.
- Oversee prototype review, ensuring technical soundness and alignment with the defined framework.
- Build and refine custom GPTs or similar AI assistants using Microsoft Azure AI or approved coding environments.
- Configure prompt patterns, logic flows, and rules for safe/consistent LLM behavior.
- Support low-code AI applications and light prototyping with approved agency AI tools.
- Assist teams in adopting AI solutions and maturing prototypes into production-ready tools.
- Support ongoing maintenance, iteration, and release cycles for AI-enabled applications.
Qualifications
- Minimum of 8 years with BS/BA; Minimum of 6 years with MS/MA; Minimum of 3 years with PhD. 12 plus years with a High School Diploma.
- U.S. citizenship and an active SECRET Government Security Clearance.
- ServiceNow Certified System Administrator (CSA)
- ServiceNow Certified Implementation Specialist (CIS) – IT Service Management ITSM
- Minimum of three years of experience working with ServiceNow IT Services Management, including: Incident Management, Service Request/Catalog, Knowledge Management, Understanding of the Incident Lifecycle Management cycle and Knowledge Management Suite.
- Microsoft AI-900 or similar AI fundamentals certification
- Generative AI/ML foundational knowledge and LLMs
- ServiceNow Assist and other emerging ServiceNow AI capabilities
- Strong communication and collaboration skills
- Experience implementing ServiceNow Live Chat and/or Virtual Agent
Desired Qualifications
- ITIL 4 Foundation (or ITIL 5)
- PMP and Agile/Scrum certifications
- Prompt engineering certification
- Data Engineering and Python
About us
Cyber Management International Corporation is actively recruiting highly IT Security professionals looking for challenging, exciting work in support of the U.S. Department of State (DOS). Specifically, our customer is the Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program, for the Bureau of Diplomatic Technology (DT). CAEIO provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting consular applications and services globally.
For more information about our company, please visit www.cybermgt.com or email us at
recruiting@cybermgt.com