Job Description:
Hexagon is seeking a Senior AI Specialist to design and deliver practical AI and generative AI solutions for enterprise IT operations. The role will initially focus on use cases across Software Asset Management (SAM) and ServiceNow, helping teams improve knowledge search, automation, user guidance, workflow efficiency, and operational insight. The ideal candidate is a senior hands-on AI practitioner with strong software engineering and integration skills. Practical ServiceNow experience and SAM knowledge are advantageous.
Duties and Responsibilities:
- Design, build, test, deploy, and support AI-enabled solutions, including assistants, agents, prompt-based automation, RAG, knowledge search, and workflow-integrated copilots.
- Work with IT, platform, security, privacy, SAM, ServiceNow, and business stakeholders to identify valuable AI use cases, clarify requirements, and assess risks and business impact.
- Apply AI capabilities within enterprise platforms such as ServiceNow, including automation, knowledge search, assistants, agents, workflow integration, and user guidance.
- Support AI use cases in Software Asset Management, such as request guidance, knowledge generation, compliance insights, fulfilment automation, and operational reporting.
- Create reusable prompts, components, evaluation methods, guardrails, and documentation to improve consistency and accelerate future AI delivery.
- Test and monitor AI outputs for accuracy, relevance, data leakage, performance, cost, and appropriate human oversight.
- Ensure AI solutions follow software development, ServiceNow, cybersecurity, privacy, data protection, Responsible AI, and auditability best practices.
- Provide operational support and continuous improvement for deployed AI solutions, including incident support, prompt or model updates, tuning, documentation, and retirement of obsolete capabilities.
- Explain AI concepts, design choices, risks, limitations, and outcomes clearly to technical and non-technical audiences.
Requirements:
- Required: Senior hands-on experience designing and delivering AI, generative AI, or intelligent automation solutions.
- Practical experience with LLM APIs, prompt engineering, embeddings, vector search, RAG, agents, evaluation, observability, and responsible AI deployment.
- Strong software engineering and integration skills, ideally including Python, JavaScript, REST APIs, JSON, SQL, Git, CI/CD practices, and secure API design.
- Experience taking solutions from requirements through design, build, test, deployment, monitoring, documentation, and support.
- Good understanding of AI governance, data protection, security, auditability, risk management, and Responsible AI practices.
- Strong English communication skills, with the ability to explain AI value, risks, and limitations to technical and non-technical stakeholders.
- Advantageous: Practical experience with ServiceNow, especially ITSM, Request, Knowledge, CMDB, Flow Designer, IntegrationHub, AI Search, Virtual Agent, Now Assist, or AI Agent Studio.
- Understanding of SAM processes, including software requests, license lifecycle, entitlement data, compliance positions, catalogues, normalization, contracts, renewals, and reporting.