AI Delivery Platform Administrator

ROLE DESCRIPTION: • As the AI Delivery Platform Administrator, you will own platform operations, user enablement, and data governance for the AI-powered autonomous implementation platform used by ServiceNow Expert Services and Partners to generate deal and delivery documents. Working within the Delivery Acceleration Business Solutions team and partnering closely with the Sr. AI Delivery Acceleration Engineer, you’ll ensure the platform is reliable, secure, and adopted effectively across 1,000+ consultants globally. • This is not a reactive support role. You will design scalable onboarding processes for new teams and regions, coach users on platform capabilities, and serve as the bridge between the engineering/vendor team and the global delivery community. Your work directly impacts how quickly consultants get productive with AI-powered delivery tools and realize the time savings and quality improvements they enable. You will also own measurement and reporting of platform and feature-level adoption, giving leadership clear visibility into usage trends and enablement effectiveness. • The right candidate combines hands-on SaaS administration with a strategic mindset—taking ownership of how the platform scales across Expert Services while maintaining security, compliance, and content quality standards. • You’ll operate in a fast-paced environment where AI capabilities ship frequently, requiring you to manage release • cycles, validate updates, and keep the consultant base enabled on evolving functionality. WHAT YOU GET TO DO IN THIS ROLE: Platform Configuration & Maintenance • Manage platform configuration: templates, prompt libraries, document workflows, SSO/SCIM provisioning, and API integrations—ensuring the system operates reliably for consultants across AMS, EMEA, and APAC+J • Monitor system health, triage issues, and coordinate with the vendor and the Sr. AI Engineer on bug resolution and environment stability • Execute release management: test in staging, validate updates from the engineering team, manage production rollout, and own the escalation path with the vendor • Track and prioritize enhancement requests from consultants and delivery leaders; provide roadmap input based on user needs and program priorities • Manage the prompt and template library in partnership with the Sr. AI Engineer—maintaining version control, publication workflows, and quality standards for AI-generated outputs User Enablement & Coaching • Support the OCM team’s platform adoption efforts by providing hands-on user coaching, maintaining a power user group, and contributing to regional rollout activities across AMS, EMEA, and APAC+J • Facilitate a community of practice and power user group to encourage peer-to-peer learning and surface common questions, tips, and workflow improvements • Support the development and maintenance of enablement materials—user guides, FAQs, walkthrough videos, and quick-reference documentation—by providing platform expertise, reviewing content for technical accuracy, and identifying gaps based on user questions and support trends • Track platform usage metrics (active users, feature adoption, support ticket volume) and provide data to the KPIs & Metrics team and Sr. AI Engineer to support delivery acceleration reporting • Build and maintain adoption dashboards and regular reports that measure platform and feature-level adoption across regions, roles, and use cases—providing leadership visibility into where adoption is strong, where it’s lagging, and what interventions are needed • Monitor adoption of new features and capabilities as they ship, identifying underutilized functionality and coordinating targeted enablement to close gaps • Design scalable onboarding processes for new teams, regions, and use cases; build self-service capabilities to reduce admin dependency • Establish a tiered support model: self-service resources, peer support through champions, and admin escalation for complex issues Security, Compliance & Data Governance • Enforce data handling policies for AI-generated content, particularly client-sensitive deliverables • Manage user provisioning, role-based access controls, and periodic permission audits across the global user base • Coordinate with ServiceNow IT, Security, and Compliance teams on SSO configuration, data governance, and audit requirements • Maintain platform usage compliance with ServiceNow information security and AI usage policies Cross-Functional Collaboration & Content Quality • Partner with regional delivery leaders to align platform usage with local engagement models, delivery methodology, and NowCreate standards • Collaborate with the Sr. AI Engineer on prompt and template quality—surfacing user feedback, flagging output issues, and coordinating refinements that improve AI-generated deliverables • Own the vendor relationship beyond sprint participation: roadmap input, escalation ownership, and contract/SLA awareness QUALIFICATIONS: To be successful in this role you have: • • 3+ years in SaaS platform administration, enterprise tool management, IT service management, or a related enablement role • Technical proficiency with AI/LLM platforms, document automation tools, SSO/SCIM provisioning, and API integrations • Understanding of professional services delivery methodology, engagement lifecycle, and how consultants use tools in their daily work—or equivalent consulting/professional services background • Strong troubleshooting skills with the ability to triage technical issues and coordinate across engineering, vendor, and business teams • Experience building and delivering enablement programs: user guides, training decks, video walkthroughs, and self-service documentation • Ability to communicate across regions, time zones, and seniority levels—translating technical platform concepts for non-technical audiences • Data-driven approach to measuring adoption and demonstrating business value Not required but nice to have: • ServiceNow platform experience or ServiceNow Certified System Administrator (CSA) • Familiarity with prompt engineering, generative AI tooling, or LLM-based workflow design • ITIL certification or working knowledge of IT service management frameworks • Experience with change management frameworks (e.g., Prosci, ADKAR) or OCM-related initiatives • Exposure to Agile/Scrum methodologies and sprint-based development cycles • Experience managing vendor relationships and navigating enterprise software contracts