ITSM Consultant/ServiceNow Consultant (ServiceNow , service desk experience, Admin, or similar)
Core
Review, correct, and improve ITSM workflows to simulate real L1/L2 IT support agent behavior for training AI reinforcement learning agents.
Role type
Senior ITSM/ServiceNow Consultant (AI Data Annotation)
Builds
Realistic IT service desk workflow traces and RL training data
Domain
IT Service Management (ITSM) / Artificial Intelligence / Reinforcement Learning
Deliverable
production ML models
Required skills
L1/L2 service desk operations, ServiceNow administration, Microsoft 365 support, Active Directory management, MFA/identity systems, enterprise IT environments, workflow realism evaluation, incident triage and resolution, escalation path definition
Preferred skills
ITIL certification, endpoint management tools (Intune, Jamf, SCCM), identity providers (Okta, Azure AD), SOP/runbook creation, ServiceNow process ownership
Technologies
ServiceNow, Microsoft 365, Active Directory, GlobalProtect, Entra ID, Teams, Outlook, Exchange, OneDrive
Responsibilities
Review ITSM workflows for realism and enterprise fidelity, validate L1/L2 triage and resolution behavior, annotate incorrect workflows, define actions and states for RL environments, identify missing tool interactions and policy checks, create gold standard workflow traces, calibrate review rubrics for SLA and resolution coding
Seniority
Senior, hands-on IC
