ServiceNow LLM Trainer | 4–6 years | Remote | Urgent Requirement

ServiceNow LLM Trainer | Remote | Urgent Requirement

Company : Unicorn Workforce

Location : Remote

Shift Timing : 12 : 30 / 1 : 30 PM – 9 : 30 / 10 : 30 PM IST

Positions : Immediate Requirement

Role Overview

Unicorn Workforce is urgently seeking a ServiceNow LLM Trainer with deep functional expertise across ServiceNow modules such as Customer Service Management (CSM), IT Service Management (ITSM), and HR Service Delivery (HRSD) .

This role is not focused on platform configuration or development. Instead, it involves translating real-world ServiceNow business workflows into structured, scenario-driven tasks used for AI and LLM training . The ideal candidate possesses strong domain knowledge, analytical thinking, prompt-engineering capability, and the ability to create realistic enterprise scenarios that help AI models learn to reason like ServiceNow practitioners.

Key Responsibilities

Define decision frameworks for RL (Reinforcement Learning)–driven initiatives, including taxonomy design, scenario structures, and evaluation criteria.

Create realistic, scenario-driven tasks simulating ServiceNow workflows (cases, incidents, HR requests, SLAs, approvals, escalations, knowledge usage).

Write clear, natural-language instructions aligned with ServiceNow business processes.

Represent tasks in structured JSON format , ensuring clarity and consistency for model training.

Use SQL queries to validate data, check accuracy, and support scenario creation.

Design tasks that challenge AI reasoning, improve response predictability, and strengthen model understanding of enterprise processes.

Apply prompt engineering principles to structure instructions and guide task execution.

Collaborate with peers to expand scenarios across CSM, ITSM, and HRSD workflows.

Document reusable scenario patterns, templates, and guidelines for future trainers.

Required Skills & Experience

4–6 years of hands-on experience with ServiceNow CSM, ITSM, and HRSD modules.

Deep understanding of workflows, cases, incidents, requests, SLAs, knowledge articles, and process flows.

Strong proficiency in JSON , structured data creation, and task formatting.

Solid experience using SQL for data analysis and validation.

Ability to design realistic enterprise scenarios that map to ServiceNow processes.

Experience contributing to AI / LLM training datasets (preferred but not mandatory if candidate has strong analytical skills).

Strong prompt-engineering skills for crafting task instructions and decision flows.

Excellent analytical thinking, logical structuring, and attention to detail.

Strong communication skills; customer-facing experience is a bonus.

Preferred Qualifications

ServiceNow CSA and CIS-ITSM (preferred).

At least one CIS certification : CSM or HRSD .

Exposure to AI / ML workflows , LLM training, or data preparation.

Familiarity with Agile / Scrum methodologies.

Knowledge of prompt engineering techniques and scenario patterning.