ServiceNow AI Engineer

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband and digital solutions.  

The ServiceNow AI Engineer is responsible for designing, configuring and optimising Now Assist AI features (e.g., case summarisation, agent assistance and knowledge solutions) and builds high -quality prompts, instructions and model configurations using organisational data. The role implements and monitors AI safety controls (e.g., guardrails, filtering and compliance checks), integrates ServiceNow with external systems, and analyses performance to reduce hallucinations and improve accuracy.  

What You’ll Do  

• Deliver high -quality, reliable Now Assist experiences that are correctly configured, securely deployed, and adopted effectively by end users to create measurable value  

• Complete reliable integrations with external systems and data pipelines prepared for AI use  

• Analyse and improve Model performance baselined; hallucination rates reduced; outputs optimised from feedback  

• Use analytical and problem-solving evaluation frameworks and data to translate business challenges into AI solutions and improve AI quality 

• Escalate risks appropriately; make pragmatic trade-offs; conceptualise and develop innovative ideas, and take them from inception to production 

What makes you perfect for the role?  

• Escalate risks appropriately; make pragmatic trade -offs ; conceptuali se and develop innovative ideas 

• Proven experience independently designing, configuring and optimising ServiceNow Now Assist or comparable generative/agentic AI solutions 

• Demonstrated, hands -on experience delivering AI capabilities in production environments, with clear accountability for outcomes  

• Strong communication and influencing skills, with the ability to communicate clearly and confidently with stakeholders  

• Ability to clearly explain AI behaviour, risks and decisions to non -technical stakeholders  

What’s in it for you?  

• Competitive remuneration and employee discounts. Make life easier (and more affordable) with $80 monthly credit and 25% off Optus products and unique shopping discounts with our retail partners. 

• Flexible working arrangements with opportunities to work three days in the office, two days remote or home. 

• Vibrant and collaborative office campus that includes cafes, convenience store, chill out zones, GP, post office, gym and on-site childcare centre. 

• Competitive leave policies, including additional 'Connected’ days to focus on culture, family, health, community, or whatever’s important to you. 

• We support growing families with inclusive, carer-neutral paid Parental Leave of up to 16 weeks. 

• Direct your own development and build future-ready skills with Optus U’s industry-focused micro-credentials, developed with La Trobe and Macquarie Universities. 

• Build meaningful connections through employee-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network and Express Yourself (LGBTQIA+). 

• Put your wellbeing first with free access to counselling and support services, 24/7 — in-person, by phone, SMS, or video. 

• Free Optus bus from Macquarie University Metro Station (every 6-8 minutes); morning and afternoon. 

At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitment@optus.com.au or call 1800 309 170.  

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity