Itsm & Ai Specialist (Servicenow)

Take your career to the next level with Amaris Consulting as an ITSM & AI Specialist (ServiceNow) .

Become part of an international team, thrive in a global group with €800M turnover and 1,000+ clients worldwide, and an agile environment by planning the kickoff and follow up on projects.

Join Amaris Consulting, where you can develop your potential and make a difference within the company.

WHAT WOULD YOU NEED?

• Between 5 and 8 years of experience in ITSM roles, ideally in international teams
• Deep knowledge of ITSM processes and tools (e.G., incident, change, problem, asset & configuration management)
• Proven experience working with ServiceNow , including configuration and administration
• Practical experience with AI modules in ServiceNow , such as:
• Predictive Intelligence (categorization/assignment models)
• Virtual Agent Studio & Natural Language Understanding (NLU)
• AI-powered automation workflows
• Understanding of scripting (JavaScript, PowerShell or similar)
• Experience with knowledge base management and intelligent ticket routing
• Familiarity with modern workplace technologies (O365, Intune, SCCM, Azure AD)
• Fluent English (B2 minimum) – verbal & written communication in an international environment

WHAT WILL YOU DO?

• Act as a subject matter expert in ITSM operations and AI-driven process optimization
• Manage and configure ServiceNow platforms to meet client needs, with a focus on AI features
• Lead the implementation of Predictive Intelligence , improving ticket classification, prioritization, and routing
• Design and maintain Virtual Agent flows and NLU models to support self-service capabilities
• Contribute to the continuous improvement of ITSM processes with automation and intelligent workflows
• Ensure proper training and knowledge transfer to stakeholders regarding new AI/automation functionalities
• Collaborate with multidisciplinary teams (DevOps, Cloud, Workplace) to ensure end-to-end service quality
• Participate in data quality reviews and refine models based on performance metrics