ServiceNow ITSM & AI Solutions Consultant

Peraton is seeking a ServiceNow ITSM & AI Solutions Consultant to join our team of qualified and diverse individuals. The qualified applicant will become part of Department of State (DOS) Consular Affairs Enterprise Infrastructure Operations (CAEIO) Program. This Program provides IT Operations and Maintenance to modernize the legacy networks, applications, and databases supporting CA services globally.

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, lowcode applications, and automation prototypes.

This position does not perform ServiceNow development but does require handson AI and automation development activities including solution design, prototype creation, building custom GPTs, and validating system behavior.

Core Work Schedule: First Shift, 8 am-5 pm, Monday-Friday

Work Location: This position is hybrid with remote work and one day per week in the office in Sterling, VA, or Washington, DC. The number of days in office is subject to change based on program or government requirements.

Day to Day Roles and 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 outof-thebox ServiceNow capabilities before proposing customizations.
• Translate operational needs into clear, complete, developerready requirements.
• Produce business requirements, functional requirements, user stories, acceptance criteria, and current-state/future-state process flows.
• Support the development lifecycle by clarifying requirements and participating in refinement sessions 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.

Basic Qualifications:

• Bachelors degree and 8 years of experience or an Associates degree and 10 years of experience or a High School diploma/equivalent and 12 years of experience.
• U.S. citizenship and an active Secret Government Security Clearance.
• 3+ years of experience working with ServiceNow IT Service Management (ITSM), including:
  • Incident Management
  • Service Request/Catalog
  • Knowledge Management
• Understanding of the ITIL Incident Management lifecycle and ServiceNow Knowledge Management.
• Foundational knowledge of Generative AI, Machine Learning (ML), and Large Language Models (LLMs).
• Experience with ServiceNow Assist and other emerging ServiceNow AI capabilities.
• Experience implementing ServiceNow Live Chat and/or Virtual Agent.
• Strong communication and collaboration skills.
• Certification required:
  • ServiceNow Certified System Administrator (CSA).

Preferred Qualifications:

• ITIL Foundations (version 4 or 5)
• PMP and Agile/Scrum certifications
• Prompt engineering certification
• Data Engineering and Python
• Certification:

• • Microsoft AI 900: Azure AI Fundamentals, or an equivalent AI fundamentals certification.
  • ServiceNow Certified Implementation Specialist (CIS) in IT Service Management (ITSM).

Peraton is a next-generation national security company that drives missions of consequence spanning the globe and extending to the farthest reaches of the galaxy. As the world's leading mission capability integrator and transformative enterprise IT provider, we deliver trusted, highly differentiated solutions and technologies to protect our nation and allies. Peraton operates at the critical nexus between traditional and nontraditional threats across all domains: land, sea, space, air, and cyberspace. The company serves as a valued partner to essential government agencies and supports every branch of the U.S. armed forces. Each day, our employees do the can't be done by solving the most daunting challenges facing our customers. Visit peraton.com to learn how we're keeping people around the world safe and secure.