ServiceNow ITSM Specialist– AI / Now Assist (contract)

Role Overview We are seeking a forward-thinking ITSM Now Assist Specialist to lead the exploration, evaluation, and implementation of ServiceNow’s Now Assist (GenAI) capabilities within our IT Service Management framework. In this role, you will bridge the gap between ITSM operations and the broader AI Operations project, ensuring that our AI initiatives deliver tangible value and align with industry best practices. You will be responsible for end-to-end testing, from sandbox environments through to production enablement, acting as an unbiased advocate for "IT for IT" requirements.

Responsibilities

Strategic Representation & Advocacy: Serve as the primary representative for ITSM on the AI Operations project. Provide an objective, unbiased perspective on the needs, requirements, and potential impact of AI-related "IT for IT" initiatives. Industry Research & Alignment: Continuously research and understand current industry best practices, evaluating the value-adds of ServiceNow's Now Assist capabilities specifically as they apply to core ITSM functions. Sandbox Exploration & Identification: Collaborate closely with ServiceNow and the KPMG Platform team to identify, explore, and validate Now Assist functions within the Sandbox environment. Testing & Quality Assurance: Develop, document, and execute comprehensive test plans for Now Assist functionalities to ensure they meet operational requirements and quality standards before broader rollout. Environment Transition Management: Lead the transition of Now Assist workloads from the Sandbox environment to Non-Production as the Modernized Platform becomes available. Production Enablement: Partner with the Platform Team to successfully enable and configure Now Assist functionality for Production. Qualifications: Minimum 10+ years' experience in related field Bachelor's Degree preferred Strong background in IT Service Management (ITSM) and core ITIL processes. ITIL Foundations Certified - Knowledge of Incident Management processes, Business Continuity, and Data Breach Management. Hands-on experience with the ServiceNow platform (specifically exploring or implementing Now Assist/AI features). Proven ability in developing and executing software test plans and quality assurance processes. Strong analytical skills with the ability to provide, data-driven recommendations for IT initiatives. Excellent collaboration and communication skills to work effectively with cross-functional platform teams, external vendors (ServiceNow), and project leadership. KPMG LLP (“KPMG”) seeks a contractor in the United States to provide service to KPMG through one of our contracted employer/agency service providers. All applicants for any KPMG role are expected to act with integrity, professionalism, and personal responsibility to uphold the firm’s respectful and courteous work environment. All applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. KPMG LLP will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa). Nothing herein shall be deemed to create an employer-employee relationship between contractor and KPMG, nor shall contractor be considered a representative or agent of KPMG. KPMG LLP and its subsidiaries comply with all local/state regulations in regard to displaying pay rate ranges. The pay rate range(s) displayed is/are specifically for those contracted who will perform work in or reside in the location(s) listed, if selected for the role. Pay is determined based on a variety of factors including market data, ranges, applicant's skills and prior relevant experience, certain degrees and certifications (e.g. JD, technology), and specific location, for example. Additionally, applicants may be required to apply and become employed by a service provider utilized by KPMG, and final pay rate(s) and/or eligibility for additional benefits may be determined by such provider. KPMG LLP, its subsidiaries, and its agency service providers (including, but not limited to, MBO Partners Inc., Magnit LLC, and TalentBurst Inc.) are equal opportunity employers/contractors. All qualified applicants are considered without regard to race, color, creed, religion, age, sex/gender, national origin, ancestry, citizenship status, marital status, sexual orientation, gender identity or expression, disability, physical or mental handicap unrelated to ability, pregnancy, veteran status, unfavorable discharge from military service, genetic information, or other legally protected status. Los Angeles County applicants: Material job duties for this position are listed above. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, and safeguard business operations and company reputation. Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Pay Rate Range 85 - 100 USD hourly Apply To This Job