We are seeking a ServiceNow Operations Senior Specialist (IAM) with specialized AI skills and deep hands-on ServiceNow experience to ensure stability, reliability, and continuous improvement of Identity Access Management capabilities delivered through the ServiceNow platform. This role owns operational excellence for IAM services (e.g., Service Catalog, workflows/Flow Designer, integrations, reporting, monitoring) and applies AI-driven techniques to improve incident prevention, faster restoration, routing accuracy, and self-service outcomes.

You will partner with IAM product owners, security teams, and the ServiceNow platform organization to ensure access-related services remain available, compliant, secure, and efficient.

What You ll Do (Key Responsibilities)
- AI-Enabled ServiceNow Operations (Specialized Skills)
- Triage and resolve ServiceNow P1 P3 incidents/problems end-to-end using AI-assisted analysis; perform RCA, document corrective actions, and implement preventive fixes to reduce recurrence.
- Apply AI/ML techniques to improve operations (incident clustering,



anomaly detection on telemetry/logs, trend forecasting, intelligent routing recommendations).
- Configure, train, tune, and operationalize ServiceNow Predictive Intelligence models (categorization, assignment prediction, priority/urgency assist, similarity/duplicate detection) for ITSM/IAM use cases.
- Define and manage model performance KPIs (precision/recall, assignment accuracy, auto-triage rate, MTTR impact, misroute reduction) and drive continuous tuning/retraining based on results.
- Implement confidence thresholds and human-in-the-loop fallback patterns to ensure safe application of AI recommendations and transparent handling of low-confidence predictions.
- Integrate AI outputs into Flow Designer/workflows to automate next-best actions (auto-assignment, enrichment, dynamic approvals, notifications) while maintaining auditability and compliance.
- Enhance self-service and agent productivity using

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