Senior AI Analyst, People Digital Solutions
Bellevue · Chicago · San Francisco · Washington, DC · United States · Posted Oct 8, 2026
At a glance
- Location
- Bellevue · Chicago · San Francisco · Washington, DC · United States
About the role
- We are seeking an experienced Senior AI Analyst with a strong background in ServiceNow and Analytics to help train, evaluate, and improve AI models and AI-powered enterprise solutions.
- This is a high-impact role responsible for improving how employees interact with AI while enabling support teams through intelligent knowledge management and training.
Responsibilities
- Train, test, and evaluate AI-powered assistants, chatbots, and agentic AI solutions to ensure accurate and reliable employee experiences.
- Design and optimize prompts, conversational flows, intents, responses, and training scenarios across enterprise support platforms.
- Evaluate AI outputs for accuracy, relevance, completeness, tone, and consistency while identifying and mitigating hallucinations, response gaps, or misinformation.
- Monitor and analyze AI performance metrics such as containment, resolution, user satisfaction, engagement, and escalation rates; identify trends, emerging intents, knowledge gaps, and opportunities for automation from conversational data.
- Apply ServiceNow knowledge to translate complex business processes into intuitive conversational scenarios, training data, and evaluation criteria; collaborate with ServiceNow administrators, developers, analysts, and business stakeholders to identify automation opportunities.
- Create and maintain AI training materials, test cases, evaluation criteria, and sample conversations; partner with Knowledge Management teams to improve content quality, discoverability, and AI readiness; keep materials current as products, processes, and policies evolve.
- Support testing and rollout of new AI capabilities and enhancements; provide insights and recommendations based on AI performance, user feedback, and analytics to drive continuous improvement across the People Organization.
- Stay current with developments in generative AI, prompt engineering, conversational AI, agentic AI, and responsible AI; contribute ideas that improve employee self-service and digital support experiences.
Requirements
- Experience in AI training, prompt engineering, conversational design, NLP, or AI optimization within employee or customer support environments.
- Proven experience training, evaluating, and optimizing AI models, conversational agents, or LLM-powered assistants, including agentic AI solutions.
- Strong understanding of prompt engineering, AI evaluation, model optimization, and responsible AI practices.
- Demonstrated ability to analyze conversational data and performance metrics to drive measurable improvements.
- Working knowledge of ServiceNow or a similar enterprise service-management platform.
- Strong analytical skills and experience with tools such as SQL, Excel, Power BI, Tableau, or ServiceNow Analytics.
- Experience with enterprise conversational AI platforms, knowledge management systems, or AI-enabled search technologies.
- Excellent written and verbal communication skills with the ability to translate technical and business requirements into clear, user-focused content and influence cross-functional stakeholders.
- Understanding of knowledge management, digital employee support, and omnichannel service experiences.
Preferred qualifications
- Strategic, proactive, and solution-oriented mindset with a passion for continuous improvement.
- Ability to manage multiple priorities while working independently and influencing cross-functional stakeholders.
- Curiosity for emerging AI technologies and a commitment to driving innovation across the People Digital Solutions ecosystem.
Benefits
- health, dental and vision insurance
- 401(k)
- flexible spending account
- paid leave (including PTO and parental leave)
Skills
- ServiceNow
- SQL
- Excel
- Power BI
- Tableau
- ServiceNow Analytics
- NLP
- Generative AI
