The AI Data Scientist supports the implementation, optimization, and sustainment of ServiceNow Now Assist by serving as the team’s technical expert for enterprise data, analytics, and AI data readiness. Working under the direction of the AI Analyst and in close collaboration with the Reporting Lead, this position analyzes how ServiceNow data is created, governed, related, and consumed to improve reporting, operational analytics, and AI-enabled capabilities.
The AI Data Scientist develops analytical models, performs data mining, evaluates AI performance, and provides recommendations that improve the quality, integrity, and usability of enterprise data supporting ServiceNow reporting, dashboards, Performance Analytics, Platform Analytics, and Large Language Model (LLM)-based capabilities.
This role works closely with AI Analysts, Reporting personnel, ServiceNow Engineers, Platform Administrators, Knowledge Managers, Cybersecurity personnel, and Government stakeholders to identify opportunities for improving enterprise data, enabling responsible AI adoption, and supporting data-driven decision making across the platform.
The ideal candidate possesses strong analytical skills, a thorough understanding of ServiceNow’s data model and reporting capabilities, experience with enterprise data analysis, and an understanding of how modern AI technologies consume and utilize enterprise data.
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Responsibilities
Perform data mining activities supporting:
• AI readiness
• Knowledge quality
• Search effectiveness
• Customer Service Management
• Operational performance
• Process optimization
• User behavior analysis
• Data quality improvement
Identify inconsistencies, anomalies, duplicate data, and other conditions affecting AI performance and reporting accuracy.
Develop recommendations that improve the quality, consistency, and usability of enterprise platform data.
Develop and maintain an expert understanding of ServiceNow’s enterprise data architecture, including relationships across platform applications.
Analyze how ServiceNow data supports:
• Now Assist
• AI Search
• Virtual Agent
• Knowledge Management
• Customer Service Management
• Platform Analytics
• Performance Analytics
• Reporting and Dashboards
Evaluate structured and unstructured enterprise data supporting AI-enabled capabilities.
Recommend improvements to:
• Data relationships
• Data quality
• Knowledge organization
• Search optimization
Support AI initiatives across the ServiceNow platform.
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LLM Data Evaluation
Evaluate factors affecting:
• Response quality
• Search relevance
• Knowledge retrieval
• Citation quality
• Grounding effectiveness
• Context availability
• Hallucination trends
• Response consistency
Recommend improvements that increase the accuracy, relevance, and reliability of AI-generated outputs.
Assist in evaluating data requirements supporting new and emerging ServiceNow AI capabilities.
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Reporting and Business Intelligence Support
Partner with the Reporting Lead to improve enterprise reporting and analytical capabilities.
Develop analytical datasets supporting:
• Executive dashboards
• Operational reporting
• Performance metrics
• AI adoption reporting
• Platform health reporting
Validate data quality and integrity supporting reports and dashboards.
Analyze reporting trends and recommend improvements to enterprise reporting structures.
Assist with development of Key Performance Indicators (KPIs) measuring:
• AI adoption
• Data quality
• Platform utilization
• Knowledge effectiveness
• Search performance
• Operational efficiency
Support ServiceNow Platform Analytics, Performance Analytics, and reporting capabilities through sound data analysis and governance.
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AI Performance Analytics
Develop analytical methods measuring the effectiveness of AI-enabled capabilities.
Evaluate:
• AI utilization
• Response effectiveness
• Knowledge usage
• Search performance
• User engagement
• Operational outcomes
Provide recommendations supporting continuous improvement of AI capabilities through improved enterprise data.
Support AI Analysts by providing data-driven insights used for governance, capability planning, and operational decision making.
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Data Governance
Support implementation of enterprise data governance practices that improve AI effectiveness and reporting accuracy.
Assist with development of standards for:
• Data quality
• Metadata management
• Taxonomy
• Classification
• Data lifecycle management
• Knowledge organization
Develop data quality metrics and scorecards supporting continuous platform improvement.
Coordinate with data owners across ServiceNow applications to improve enterprise data consistency.
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Collaboration
Collaborate closely with:
• AI Analyst
• Reporting Lead
• ServiceNow Developers
• Platform Administrators
• Knowledge Managers
• Business Analysts
• Cybersecurity personnel
• Government stakeholders
Provide technical expertise supporting AI governance, enterprise analytics, reporting strategy, and ServiceNow data optimization.
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